Peter B. Gustavson School of Business

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.