Gordon Fullerton

Chair
Sobey School of Business
Marketing

Faculty Member Information

Education

Ph.D., Marketing, Queen's University, 2000
M.B.A., Business Administration (Management), Dalhousie University , 1988
B.Comm, Mount Allison University , Mount Allison University, 1986

Academic Work Experience

2017 - 2018, Co-Director, MTEI Program, Sobey School of Business
2015 - Present, Professor, Department of Marketing, Saint Mary's University
2012 - Present, Chair, Department of Marketing , Sobey School of Business, Saint Mary’s University
2012 - 2013, Director, Nunavut AMD Program, Saint Mary's University
2011 - 2012, Acting Dean, Sobey School of Business, Saint Mary’s University
2008 - 2011, Director, Nunavut AMD Program, Saint Mary's University
2006 - 2007, Director, Nunavut AMD Program, Saint Mary's University
2005 - 2009, Associate Dean-Master's Programs, Sobey School of Business, Saint Mary’s University
2005 - 2015, Associate Professor, Department of Marketing, Saint Mary's University
2000 - 2005, Assistant Professor, Department of Marketing, Saint Mary's University
1999 - 2000, Lecturer, School of Business Administration, Acadia University
1998 - 1999, Adjunct Lecturer, School of Business, Queen's University
1994 - 1995, Lecturer, Department of Marketing, Saint Mary's University
1988 - 1994, Assistant Professor, Department of Commerce, Mount Allison University

Membership

2008 - Present, Canadian Association of Management Consultants Atlantic Chapter
2000 - Present, Administrative Sciences Association of Canada (ASAC)
2000 - Present, American Marketing Association (AMA)

Honours

Beta, Gamma Sigma International Honour Society - 2012
Honorary Membership Canadian Association of Management Consultants Atlantic Chapter - 2008
MBA Award of Teaching Excellence Sobey School of Business, Saint Mary’s University - 2004
Fellow American Marketing Association Doctoral Consortium - 1998
Academic Scholarship Ontario Graduate Scholarship - 1998
Fellowship Queen’s Graduate Fellowship, Queen's University - 1997
Best Student Paper Atlantic Schools of Business Conference - 1996
Best Student Paper (Marketing Division) Administrative Sciences Association of Canada Conference - 1996
Graduate Award Queen’s Graduate Award - 1996
Fellowship in International Business Department of External Affairs - 1987
Undergraduate Scholarship Mount Allison University - 1986
Governor General's Medal Tantramar Regional High School - 1982

Teaching: Course / Program Development

1999/03 - Present, Teaching at Saint Mary's University
1998/03 - 1999/03, Teaching at Acadia University
1998/03 - 1999/03, Course Development: BUSI 4473, E-Marketing at Acadia University, Business Administration
1996/03 - 1998/03, Teaching at Queen's University
1994/02 - 1994/02, Teaching at Mount Saint Vincent University, Open Learning Program
1993/03 - 1994/03, Teaching at Saint Mary's University
1990/03 - 1994/03, Teaching at Mount Allison University, Department of Continuing Education
1987/03 - 1993/03, Teaching at Mount Allison University
1985/03 - 1993/03, Course Development: Comm. 3251, International Marketing at the Mount Allison University

Scholarly Contributions

Book Chapters

Taylor S, Fullerton Gordon. (2000). "Waiting for Service: Perceptions Management of the Wait Experience” in D. Iacobucci and T. Swartz eds., The Handbook of Services Marketing & Management", The Handbook of Services Marketing & Management, 171-190

Journal Articles

Fullerton Gordon, Taylor S.. "Dissatisfaction and violation: Two distinct consequences of the wait experience", Journal of Service Theory and Practice (formerly Managing Service Quality) 25:1 (Spring - 2015), 31-50
Fullerton Gordon. "The Moderating Effect of Normative Commitment on the Service Quality-Customer Retention Relationship", European Journal of Marketing 48:3/4 (Spring - 2014), 657-673
Fullerton Gordon. "Creating Advocates: The Roles of Satisfaction, Trust and Commitment", Journal of Retailing and Consumer Services 18:1 (Spring - 2011), 92-100

Presentation

Fullerton Gordon. "Trust & Customer Retention in Cellular Telephone Services", 47th Atlantic School of Business Conference (Fall - 2017)
Fullerton Gordon, Venkat R.. "Perspectives on Customer Engagement", Sobey School Brown-bag Series (Spring - 2014)
Fullerton Gordon. "How to Keep a Customer for Life", Sobey Solutions Breakfast Series (Winter - 2013)
Fullerton Gordon. "A Construct Too Far: A Note on Customer Engagement in Retail Services", ASAC 2012 Conference (Spring - 2012)
Fullerton Gordon. "Perspectives on the Global Economy", EMBA Alumni Association Panel Discussion (Fall - 2012)
Fullerton Gordon. "How to Keep a Customer for Life", Sobey Solutions Breakfast Series (Winter - 2012)
Fullerton Gordon. "How to Keep a Customer for Life", Sobey Solutions Breakfast Series (Winter - 2011)
Sianchuk P., Fullerton Gordon. "Bulk Barn in Moncton", 40th Atlantic Schools of Business Conference-Case Track (Fall - 2010)
Sianchuk P., Fullerton Gordon. "Product Evaluations and Shopping Involvement as Antecedents of Retail Service Quality", 39th Atlantic Schools of Business Conference (Fall - 2009)
Fullerton Gordon. "A Short Note on the Relationship Between Affective and Normative commitment in Marketing Relationships", ASAC 2009 Conference, Marketing Division (Spring - 2009)
Fullerton Gordon. "How to Keep a Customer for Life", Sobey Solutions Breakfast Series (Winter - 2009)
Fullerton Gordon. "The Impact of Brand Commitment on the Satisfaction Loyalty Relationship", ASAC 2004 conference, Marketing Division (Spring - 2004)
Fullerton Gordon. "The Role of Theory in Marketing Scholarship: The Case of Country of Origin (COO) Research", Administrative Sciences Association of Canada (Marketing Division) (Spring - 2002)
Fullerton Gordon. "The Role of Commitment in Service Relationships", Acadia School of Business Seminar Series (Winter - 2000)
Fullerton Gordon. "Theories of Persuasion in Political Advertising", 30th Atlantic Schools of Business Conference (Fall - 2000)
Fullerton Gordon. "Voice of Committed Customers", ASAC 2000 Conference, Marketing Division (Spring - 2000)
Fullerton Gordon, Taylor S.. "Understanding the Wait Experience: A Critical Incidents Perspective", AMA Winter Marketing Educator's Conference (Winter - 1999)
Fullerton Gordon. "Commitment in Service Relationships", Schulich School of Business (Fall - 1998)

Conference Proceedings

Fullerton Gordon. "Why Do Committed Customers Defect? Because They Are Not Engaged", M. Diochon ed. Proceedings of the 43rd Atlantic Schools of Business Conference (2013 - 2013)
Fullerton Gordon. "Trading Paint: The Transfer of Brand Meaning in NASCAR Racing", in W. Carrol Proceedings of the 41st Atlantic Schools of Business Conference (2011 - 2011)
Fullerton Gordon. "The Effect of Customer Delight on Service Relationship Enhancement", in N. Maltby ed., Proceedings of the 32nd Atlantic Schools of Business Conference (2002 - 2002)
Fullerton Gordon. "Service Relationship Marketing Scholarship: How Many Constructs Do We Need?", in M. Paulin and R. Ferguson (eds) Proceedings: The 9th International Colloqium in Relationship Marketing (2001 - 2001)
Fullerton Gordon, Taylor S.. "The Role of Commitment in Service Relationships", In G. Gundlach and P. Murphy eds, AMA Educators’ Proceedings: Enhancing Knowledge Development in Marketing (2000 - 2000)
Fullerton Gordon. "Do Trust and Commitment Matter in Service Relationships", in B. Blunden, Proceedings of the 29th Atlantic Schools of Business Conference (1999 - 1999)
Fullerton Gordon. "The Three Types of Customer Commitment", in S. Brown and D. Sudharshan, AMA Educators Proceedings: Enhancing Knowledge Development in Marketing (1999 - 1999)
Fullerton Gordon. "Another Look at Interactive, Mediating and Non-Linear Effects in Service Quality Research", in Anne Lavack ed., Marketing: Proceedings: Administrative Sciences Association of Canada (1999 - 1999)
Fullerton Gordon. "The Marketing Concept in a Post-Modern Era", in R. Goodstein and S. McKenzie , AMA Educators Proceedings: Enhancing Knowledge Development in Marketing (1998 - 1998)
Fullerton Gordon. "Understanding Attitudes Towards Protectionist Unfair Trade Laws", in J. Madill, Marketing: Proceedings: Administrative Sciences Association of Canada (1998 - 1998)

Other Publications

Fullerton Gordon. "On-Line Retailing at the NSLC"
Internal Use Bob Shaw MBA Case Competition (Spring - 2011)
Fullerton Gordon. "Susan G. Komen for the Cure: Breaking the Silence Conference"
ASAC Case Track, Regina, SK (Spring - 2010)
Sianchuk P., Fisher M., Fullerton Gordon. "Bulk Barn"
ASAC Case Track, Niagara Falls, Ontario (Spring - 2009)

Service: Institutional Committees

Senate Honorary Degrees Committee , 2012/03 - 2015/01 (Member)
EMBA Council, 2011/03 - None (Member)
University Review Committee , 2007/03 - 2009/03 (Member)

Service: Professional or Disciplinary

Reviewer, Service Industries Journal 2012/03 - 2013/03
Reviewer, Marketing Division, Atlantic School of Business Conference 2012/03 - 2013/03
Reviewer, Journal of Consumer Behaviour 2011/03 - 2012/03
Reviewer, Case Track, Administrative Sciences Association of Canada 2008/03 - 2010/03
Reviewer, Marketing Division, Atlantic School of Business Conference 2008/03 - 2010/03
Reviewer, Service Industries Journal 2008/03 - 2009/03
Reviewer, Canadian Journal of Administrative Sciences 2006/03 - Present
Reviewer, Journal of Service Research 2005/03 - Present
Reviewer, Journal of Retailing and Consumer Services 2004/03 - Present
Chair, Marketing Division, Administrative Sciences Association of Canada 2003/03 - 2004/03
Editorial Board, Workplace Review 2003/03 - Present
Chair, Marketing Program, Administrative Sciences Association of Canada 2002/03 - 2003/03
Reviewer, Services Track, Summer Marketing Educators Conference, American Marketing Association 2001/03 - 2002/03
Reviewer, Administrative Sciences Association of Canada 1994/03 - 2008/03

Service: Community

Program Committee, Canadian Center for Ethics in Public Affairs 2006/03 - 2011/03
Board Member , Canadian Center for Ethics in Public Affairs 2005/03 - 2011/03