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| International Academic Advisory Board |
Board Members
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Professor Martin O'Neill PhD
Board Member |
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| Academic Qualification |
Ph.D. Services Marketing
University of Ulster
2000
P.G.C. Teaching in Higher Ed.
University of Ulster
1996
M. Sc. Hotel and Catering Mgt.
University of Ulster
1991
B.A. (Hons.) Hotel and Tourism Mgt.
University of Ulster
1988 |
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| Professional Qualification |
Wine and Spirit Education Trust Certificate
1996
Basic Food Hygiene Certificate
1990
Training Skills I + II Craft Training Award
1989
Caterbase Craft Trainer Award
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| Area of Research Interests |
| Primary research thrust relates to the concept of Continuous Quality Improvement (CQI) and its application within the broad services field encompassing both public and private sector organizations in the tourism, hospitality and restaurant management fields. My research niche is in the area of disconfirmation modeling as a tool for garnering customer feedback and continual system improvement. |
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| Research Paper/Article Published |
| 1 |
O'Neill, M.A. & Charters, S. (2006). Service quality at the cellar door: a lesson in services marketing from Western Australia 's developing wine tourism sector. In B. Prideaux, G. Moscardo & E. Laws (Eds.) Managing Tourism and Hospitality Services: Theory and International Applications, London : CABI Publishing. (80%) |
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Hubbard, S.S. & O'Neill, M.A. (2006). Quality Service in Clubs. In J. Purdue Contemporary Club Management: Educational Institute of the American Hotel and Lodging Association. (50%) |
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O'Neill, M.A. (2006). The effects of survey timing upon visitor perceptions of cellar door. In S. Charters. & J. Carlsen. International Wine Tourism: Research, Issues and Cases: CABI - In press. |
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O’Neill, M.A. (2003). Access guaranteed, but just how hospitable are we? An investigation from the Western Australian hotel sector! Tourism Deluxe Access for All – Annual Symposium of the International Institute for Information Design (IIID), Lech Am Arlsberg , Austria , September 18-22. (100%) – refereed proceeding |
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O’Neill, M.A. (2002). A thriller in Manila – lessons in service recovery. In J. Kandampully (Ed.) Services Management: the new paradigm in hospitality (265-268). Frenchs Forest, NSW, Australia, Hospitality Press. (100%) – refereed book chapter – case study. |
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O`Neill, M.A. (1996). Northern Ireland Tourism: Investing in People, The Journal of Services Marketing,Vol. 10 No 5: 39 -44. (100%) – refereed Journal Article for Special Issue of Journal. |
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MacCarthy, M., O'Neill, M.A. & Williams, P. (2006). Customer Satisfaction and Scuba-diving: Some Insights from the Deep. Service Industries Journal, Vol. 26 No. 5 (40%). |
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O’Neill, M.A. (2005). Employee Care, a Vital Antecedent to Customer Care in the Health Care Industry - an Exploratory Investigation of the Employee Satisfaction Construct at North East Alabama Regional Medical Center, International Journalof Health Care Quality Assurance, Vol. 18 No. 2. (100%). |
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Gaines, B.L., Hubbard, S.S., Witte, J. and O'Neill, M. A. (2005). An Analysis of Children's Programs in the Hotel and Resort Industry Market Segment. International Journal of Hospitality and Tourism Administration. Vol. 6 No.1. (10%) |
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O’Neill, M.A. and Hubbard, S (2004). Directing the continuous quality improvement effort: a case examination from the Alabama hospitality sector. Florida International University, (Fall) Vol. 23 No. 2. (50%). |
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| Speakers at International Conference |
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“An Examination of the Satisfaction Construct – Customer/Supplier Relationship Building”, United States Department of the Army, January 2004. |
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“Total Quality Concepts in Hospitality”, College of Business (HRMT), Tuskegee University, April 2004. |
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“Customer Service – what it means and how to deliver it”! Cape Lodge Winery, Margaret River, Western Australia, November 2003. |
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“Facility Design and the Impact of Physical Evidence upon Consumer Perceptions of Service Quality”, College of Business (HRMT), Tuskegee University, November 2003 |
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“The Good, the Bad and the Ugly of International Tourism Development”, College of Human Sciences (HRMT – NUFS1010), October 2003 |
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“Wine Tourism and Cellar Door Service – Implications for Longer Term Loyalty”, College of Human Sciences (HRMT – NUFS3400), October 2003 |
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“Service Quality and Consumer Complaining Behavior – an Inside out Approach to Problem Solving and Customer Relationship Building”, Federal Credit Union, Desoto State Park, Alabama, August 2003 |
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“Customer Service and Achieving Employee Buy-in”, North East Alabama Regional Medical Center, Anniston, Alabama, May 2003. |
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“The Effects of Time upon Consumer Perceptions of Service Quality”, Management Development Institute of Singapore (MDIS – Business and Marketing Major), February 2002. |
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“An Exploration of the Service Concept and Implications for Service Professionals”, Management Development Institute of Singapore (MDIS – Business and Marketing Major), September 2001. |
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