Dr. Mark Colgate
Associate Dean; Associate Professor; Service Excellence, Sports Coaching in the Business Context
|Office: BEC 446|
- Customer performance
- Financial services marketing
- Customer failure
- Internationalization of services
Mark Colgate BSc, PhD is Associate Professor (Service Excellence) and Associate Dean at the Gustavson School of Business, University of Victoria, Canada. His primary research areas are services excellence, financial services marketing and sports coaching. His research has been published in journals such as: Sloan Management Review, Journal of the Academy of Marketing Science, Journal of Service Research and Journal of Business Research.
Mark’s teaching reflects his research and has taught many courses in marketing management, service excellence, the 8 moments of power and financial services marketing at undergraduate, postgraduate and executive levels. He has also taught in China (where he is a regular professor at the China European Business School in Shanghai - the leading business school in China), Australia, New Zealand and Ireland. In 1999, Dr. Colgate received the Teaching Excellence Award at the University of Auckland, New Zealand and in 2003, 2004 and 2007 he received the same award at the University of Victoria, Canada.
Finally Mark has recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. He has also consulted for many companies such as TELUS, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC government Public Service Agency and Toyota Financial Services.
Read, M.J.B., Colgate, M., Corwin, V. & Tax, S. (2012). Helping create service 'experts': The opportunity for an athletic approach in service organizations. International Journal of Mentoring and Coaching.
Colgate, M., Tong, V., Lee, C. & Farley, J. (2007). Back from the brink: Why customers stay. Journal of Service Research, 9(1), 76-89.
Tax, S., Colgate, M. & Bowen, D. (2006). Preventing customers from failing. Sloan Management Review, Spring, 23-30.
Colgate, M. & Lang, B. (2005). Positive and negative consequences of a relationship manager strategy: New Zealand banks and their small business customers. Journal of Business Research, 58(2), 195-204.
Sajeev, V. & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 3(3), 232-241.
Colgate, M. & P. Danaher. (2000). Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science, 28(3), 373-385.
- University of Auckland Teaching Award—1999
- University of Victoria Teaching Award—Faculty Award 2003
- University of Victoria Teaching Award—Commerce Student Award 2004
- University of Victoria, Faculty of Business Award for Service Excellence, 2005
- University of Victoria Teaching Award - Faculty Award 2007
- Services Management (BCom, MBA)
- 8 Moments of Power in Business (BCom)