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About the Authors


Dr. Steve TaylorDr. Taylor is a Professor of Marketing who joined the faculty of Illinois State University (ISU) in the Fall of 1992. He received his Ph.D. in Marketing from the Florida State University (1992). Prior to entering academics, Dr. Taylor enjoyed managerial experiences with the US Navy (seven years), as well as the drug screening, pharmaceutical sales, and hospital management industries.

Dr. Taylor's areas of expertise concern Services Marketing, Relationship Marketing, and eBusiness with an emphasis on how the service quality, value, satisfaction, and loyalty constructs operate in consumer models of judgment and decision making. Professor Taylor has published 50 refereed academic journal articles in his academic career to date across numerous journal outlets such as the Journal of Marketing, Journal of Service Research, Journal of Retailing, Journal of Service Management, British Journal of Social Psychology, Journal of Business Ethics, Journal of Insurance Issues, Journal of Product and Brand Management, International Journal of E-Business Research, among numerous others. His vitae can be found at

In addition to regularly serving as an ad hoc reviewer for numerous marketing journals, Dr. Taylor also serves as an Associate Editor of the Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, and has been a long-term member of the Editorial Review Boards of the Journal of Service Research and the Journal of Service Management . Dr. Taylor was named a University Statistical Fellow at ISU (2003). He has consulted across a wide variety of industries, including recent projects for insurance, health care, and manufacturing concerns.

Professor Taylor was recently named the Hinderliter Chair of Business (2012-2013). He has previously been honored with the Outstanding Reviewer for the Journal of Service Research (2007), Illinois State University Outstanding Researcher (2013), Mannehan College of Business Outstanding Teaching Award (2001), Illinois State University Teaching Initiative Award (1997), the Illinois State University Caterpillar Scholar (1998, 2003), the Illinois State University College of Business Outstanding Researcher Award (1997, 2009), the Wilma Jean Alexander Technology  Innovation Award (1997), and the Illinois State University Research Initiative Award (1995). Dr. Taylor is married and has three children.

Dr. Gary Hunter Gary Hunter received his PhD in Marketing from the University of Kentucky in 2000.  Before returning to academia, he worked with RadioShack for thirteen years. His research centers on various aspects of retailing and consumer behavior.

He has published in the Journal of Consumer Research, Journal of Personal Selling and Sales Management, and several other journals. In 2008, he completed a Fulbright Senior Scholar Grant to Germany.



Valinda ScabroIn December 2010, Valinda Scarbro joined the IBM Academic Initiative Team. The objective of this team is to leverage IBM assets to reduce the education cycle time for critical skills needed by industry. The IBM Academic Initiative offers no-charge IBM pre-built courseware modules, hardware access, software, datasets, ebooks, industry studies and more to faculty at universities.

Prior to this, Valinda focused on managing business development executives in Managed Services in banking, insurance and financial markets.

During her 27 year career at IBM, Valinda Scarbro Kennedy has held a variety of engineering, sales, services and management positions. These assignments include:

  • Systems support and solutions development
  • Market segmentation and development
  • Disaster recovery planning and consulting
  • Technical sales and support
  • Business development and sales experience with a focus on services solutions
  • Management of sales specialist, technical architects and business development executives

Valinda Scarbro Kennedy mentors several internal and external individuals. Valinda is on the Advisory Board of University of Illinois Chicago MERRP, Northern Illinois University Marketing Advisory Board and mentors veterans through American Corporate Partners. She is also a member of the Chicago Women’s Networking Group Philanthropic Committee, on the board of the Chicago Black Networking Group and a senior usher with the Logan Street Baptist Church.

Valinda earned her BS in Applied Mathematics from West Virginia State University in 1987. Valinda Scarbro Kennedy is married to Steven Kennedy and they reside in Batavia, Illinois with two children (Alex and Adam). Steve is a resident in the United States of America and a citizen of Great Britain which gives them a multi-national family.

 Eric  VonheimEric Vonheim is a passionate entrepreneur, who enjoys all aspects of start-up companies, from the initial dream, to launching a product or service. For Mr. Vonheim, the excitement of being an entrepreneur is the journey. During his Senior year of High School, Mr. Vonheim founded and operated his first start-up company called World Access. World Access was an Internet Service Provider located in the Central Valley, California. E.&J. Gallo Winery was their first customer. Mr. Vonheim later sold the business and went to work in the Bay Area, California with another start-up company during the dot-com boom.

That start-up company was later acquired by IBM, an internationally recognized computer software and services company, dedicated to building a Smarter Planet. Mr. Vonheim started in Engineering and moved into Customer Service and Support. In 2006, Mr. Vonheim launched an IBM support center in Beijing, China and lived there for 6-months. He managed a team of twenty-five Software Support Engineers responsible for the delivery of technical analysis and communication activities across a wide variety of technical issues relevant to IBM products and services.

Today, Eric Vonheim is the Program Manager at IBM for the Seed to Succeed Program, which aligns with IBM Academic Initiative to foster deeper relationships with Academia and students, by providing software, courseware, and resources that help students become employable and successful in the marketplace.

Mr. Vonheim is also an Adjunct Professor at Santa Ana College in Santa Ana, California. He teaches Entrepreneurship 100 (Introduction to Innovation & Entrepreneurship), Entrepreneurship 105 (Social Media, Bootstrapping, and Market Validation), and Entrepreneurship 123 (Marketing to Attract Customers and Grow Your Freelance Business).  

Mr. Vonheim has over 20 years of experience in computer software, hardware, and services.

Paul Nangle

Paul Nangle has been in Digital Analytics and Interactive Marketing for over 15 years and has worked with start-ups to Fortune 100 and Internet Retailer Top 10 Clients. As a Sr. Consulting Solutions Professional with IBM Commerce he works on scoping out and managing standard and custom digital analytics and interactive marketing consulting engagements.

As part of IBM he also gets to push the boundaries of digital analytics with their Statistical Modeling and Predictive Analytics capabilities and has a patent pending for a Digital Marketing Attribution Model.

2017-06-13T11:36:24.259-05:00 2017