Expertise

Customer experience management, advertising, integrated marketing communication, trends in marketing education and learning.

Biography At-a-Glance

Charles Patti is the James M. Cox Professor of Customer Experience Management (CEM) at the Daniels College of Business.  He has had deep experience in academic and business worlds, including serving as the department and school head, director of executive MBA programs, associate dean, acting dean, and chair of committees at university, college, school, and department levels as well as international collaborations.  Dr. Patti has extensive teaching experience in a wide range of settings, including doctoral seminars, MBA and other specialized postgraduate courses, undergraduate programs (including small and large lecture formats), and executive training. His scholarship includes publications in international journals, proceedings, books, case studies, book chapters, book reviews, and industry/consulting reports.  Topics focus on marketing management, customer experience, marketing communications (particularly advertising), and learning and teaching issues.  His most recent articles are appearing in the International Journal of Advertising, the Journal of Marketing Communications, Advertising Education Review, the Journal of Marketing Education, and International Marketing Review.

In addition to his scholarship in articles and books, Professor Patti holds key editorial positions with a number of academic journals, including the Journal of Marketing Communications, the Journal of Promotion Management, the Journal of Marketing Education, Singapore Management Review, Communicative Business (Italy),  International Journal of Management Studies & Research, the  Asian Journal of Communication, International Journal of Case Method Research & Application, and Industrial Marketing Management.

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Education

• Ph.D., Advertising, University of Illinois
• MS, Advertising, University of Illinois
• BA, History and Literature, University of Illinois

Academic Professional Activities

• Schultz and P. Kitchen), Routledge, London, (forthcoming, 2011)
• Customer Experience Management: Lessons and Insights for the Cable Industry, (with J. Henthorn and R. Rizzuto), Published by Access Intelligence, LLC in Rockville, MD ISSN: 1069-6644, 2010
• "Consumer-based Brand Equity for Australia as a Long Haul Tourism Destination in an Emerging Market," (with S. Pike, C. Bianchi, and G. Kerr), International Marketing Review, Winter 2010.
• "Advertising Education in Australia: Looking Back to the Future," (with G.F. Kerr and D. Waller), Journal of Marketing Education, Winter 2010.
• "Word-of-Mouth Messages and Credence-Based Services: Implications for Marketing Communication," (with H. Chen), Journal of Promotion Management, Volume 15, September 2009.
• "The Evolution of IMC:  IMC in a Customer-Driven Marketplace," (with D. Schultz), Journal of Marketing Communications, Volume 15, April-July, 2009.
• "Inside-Out Approach to Integrated Marketing Communication: An International Analysis," (with G. F., Kerr, D. Schultz, and I. Kim), International Journal of Advertising, Volume 27, Number 4, 2008.

Awards & Honors

• James M. Cox Professor of Customer Experience Management, 2007-Present
• Professor Emeritus, Queensland University of Technology, 2009
• Senior Fellow, The Cable Center, 2008 
• Educator of the Year at the Marketing Educators' Association in 2007