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CURRICULUM VITAEJoyce A. Hunter, D.B.A.Street Address
Home PHONE NUMBER AVAILABLEEmail:EMAIL AVAILABLESummary of QualificationsSaint Xaiver University hired May 1, 2002 until June 1, 2018Granted Tenured  Associate Professor on June 1, 2008 until retirement on June 1, 2018.Promoted to Director, Hospitality Management Program- from 2015-2018 Associate Professor-Saint Xavier UniversityA Hospitality Case Study Workbook: Real Stories, Real Challenges, and Real Solutions published by John Wallace Press Company, LLC, Oak Forest, Illinois 60452, 8/01/2012Anger in the Air: Combating the Air Rage Phenomenon, published June 15, 2009 by Ashgate Publishing Ltd.Forth, Hampshire, England.Associate Professor, Business Marketing, Promotional Strategies, and Hospitality Marketing and Management coursesAn expert on the air rage phenomenon. Air rage is a form of disruptive passenger behavior on-board the airplane and within the airport terminals.Twenty-five years of professional marketing experience with Delta Air Lines, Inc., including administration, sales promotion, and customer service development and leadership.EducationDoctor of Business Administration (D.B.A.), Marketing, 2004Argosy University, Orange, CADissertation: An empirical study of the effects of airline customer service and consumer perception on the air rage phenomenon.Master of Science, Integrated Marketing Communications, 1997Roosevelt University, Chicago, ILBachelor of Arts, Business Management, 1977Chicago State University, Chicago, ILCertificationCertified Travel Counselor (CTC) Designation, at Institute of Certified Travel Agents, Wellesley, MASkills and CapabilitiesResearch & Development Market Analysis Special Events PlanningContract Negotiation Business Planning Customer Relations TrainingSales Promotion Marketing Public SpeakingStrategic Planning Facilitation Project Management Microsoft Word and PowerPointCURRICULUM VITAEJoyce A. Hunter, D.B.A.Page 2Teaching ExperienceSaint Xavier University, Chicago IllinoisGraham School of ManagementAdjunct Associate Professor Emeritus September 2018- to PresentAssociate Professor-Tenured 8/2009 August 2002 to Retired June 30, 2018Marketing 300-01 MarketingMarketing 360-01 Promotional StrategyHospitality Management 310-01Hospitality Marketing 301-01Adjunct Professor October 2001 to May 2002Business 300-01 MarketingBusiness 300-02 MarketingBusiness 442-01 Promotional StrategyAdditional ExperienceOver 25 years of professional experience in Marketing, Sales, Administration, Customer Service, and Sales Promotion for Delta Air Lines, Inc.Professional MembershipsAmerican Marketing AssociationNational Black MBA Association (Lifetime Member)National Association of Black School Educators (NABSE)Sigma Beta Delta (Honor Society)CURRICULUM VITAEJoyce A. Hunter, D.B.A.Page 3Professional DevelopmentWEC 2016-World Education Congress June 11-14, 2016 held in AtlanticCity, New JerseyHSMAIS) Meetings, Events, Education, & Technology (MEET) Conference in San Diego,Ca., June 16-17, 2014How to Deal with Difficult People- Attended workshop  October 14, 201153rd Annual U.S. Army War College National Security Seminar, Carlisle, PA, June 48, 2007AACSB Conference & Seminars, Tampa, FL, June 79, 2006. Conference attended: Building Rock-Solid ManagersCvents Product Seminar, Business Gleacher Center, University of Chicago, May 1, 2006Principles of Marketing Workshop, Skokie, IL, February 3, 2006. Sponsored by the American Marketing Association.AACSB Conference & Seminars, Tampa, FL, November 1820, 2005. Conferences attended: Undergraduate Programs; Emerging Curricula.Marketing Ethics Workshop, University of Notre Dame, Mendoza College of Business, Center for Continuing Education, Notre Dame, IN, May 2325, 2005National Alliance of Black School Educators Conference, Dallas, TX, November 1620, 2004. Professional development programs, seminars, and workshops to enhance and strengthen the skills of teachers, principals, professors and specialists.National Alliance of Black School Educators Conference, Reno, NV, November 1417, 2003.Marketing Boot Camp, Oakbrook, IL, March 1213, 2003. Co-sponsored by the American Marketing Association and its Chicago Chapter.National Alliance of Black School Educators Conference, Atlanta, GA, November 1518, 2002.PublicationsHunter, J. A. (1981). Marketing plan for Allen Travel Agency. Institute of Certified Travel Agents Manual.Hunter, J. A. (2004). An empirical study of the effects of airline customer service and consumer perception on the air rage phenomenon. Unpublished doctoral dissertation, Argosy University, Orange, CA.Hunter, J. A. (2006). A correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenon. Journal of Air Transportation, 11(3), 78-109.Hunter, J. A. (2007). Air rage, the new face of air travel: Can it be reversed? Saint Xavier University Connections: Center for Educational Practice, 20(1). http://english.sxu.edu/sites/connections/ hunter.Hunter, J. A. (2007). Alcohol: Fueling the air rage phenomenon. Proceedings of the Sixth International Conference on Nonlinear Problems in Aviation and Aerospace.Hunter, J. A. (Published June 15, 2009). Anger in the air: Combating the air rage phenomenon. Ashgate Publishing Ltd.Forth, Hampshire, England.Hunter, J.A. (2011). A study of consumer perception of smiling customer service withinthe airline industry. Journal of Transportation Security, 4,1,35-56 March 2011.Hunter, J. A. (Published August 1, 2012) A Hospitality Case Study Workbook:Real Stories, Real Challenges, Real Solutions Published by John Wallace PressCompany, LLC, Oak Forest, Illinois 60452Hunter, J.A. (Published article April 13, 2012 in SouthTown Star, a Chicago Sun-Timespublication, Air rage incidents reflect dangerous stress levels, p. 19Hunter, J.A. (2014). Dealing with flight crew members emotional carry-on-baggage: Another factor contributing to the air rage phenomenon. Journal of TransportationSecurity, 7,2,124-145, January 2014Hunter, J.A. (2016). Do we feel safer today? The Impact of Smiling Customer Service onAirline Safety Perception Post 911. Journal of Transportation Security, 9, 35-56, January 2016CURRICULUM VITAEJoyce A. Hunter, D.B.A.Page 4Televison and Radio Interviews:Chicago local CBS News Channel 2 with Mike Parker- Dr. Hunter discusses causes ofair rage incidents.PSB program, Chicago Tonight WTTW Channel 11 with Phil Ponce- Dr. Hunterdiscussed the recent incident involving flight attendant Steven Slater and JetBlue.Chicago local ABC News channel 7 with Jos Sanders and Judy Hsu- Dr. Hunterdiscussed the potential TSA opt-out protest.National news on NBC News with Brian Williams- Dr. Hunter discussed the incidentwhere one passenger reclined his seat back too far into another passengers personalspace which caused a fight on-board the aircraft.Guest on Money Matters Boston Afternoon Edition with host Denis VaughanAugust 19th at 4:30PM ETGuest on CKNW News Talk 980 Radio in Vancouver  August 28, 2010Guest on NewsTalk 1400 WRJN in Racine, Wisconsin with host Pete Ferrand, 9/2/10Guest on the Liza Oz Radio show produced by Harpo Radio aired on June 1, 2011.Quoted & Contributed ExpertiseBailey, J. (2006, May 21). Rough summer is on the way for air travel. New York Times, p. 1+.Calculating air rage trends not possible with FAA, TSA data. (2006, April 10). Air Safety Week : Air Safety & Aviation Security Trends and Critical Analysis, 20(15), pp. 36.No miracle on State Street. (2005, September 21). Daily Southtown, p. 1+.Perrier, P. (2006, April). Hospitality management: Education regional trends in 2006. Elite, The South Suburban Magazine of Fine Lifestyles, p. 3538.Refereed Conference Presentations & PapersHunter, J. A. (2005, June). The relationships among airline customer expectations of service, perceptions of service, and air rage. Paper presented at the 13th International Colloquium in Relationship Marketing, Memorial University, St. Johns, Newfoundland, Canada, June 2005.Hunter, J. A. (2005, July). A correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenon. Paper presented at the 9th Annual World Conference Air Research Society, Rio de Janeiro, July 26, 2005.Hunter, J. A. (2006, May). Triple-A Triggers of Air Rage: Alcohol, Anger, Anxiety. Paper presented at the 10th Annual World Conference Air Research Society, Nagoya, Japan, May 2628, 2006.Hunter, J. A. (2006, June). Alcohol: Fueling the air rage phenomenon. Paper presented at the ICNPAA 2006: International Conference on Nonlinear Problems in Aviation and Aerospace, Budapest, Hungary, June 2123, 2006.Hunter, J. A. (2007, June). Airline customer service at its worst: Is poor airline customer service driving the air rage phenomenon? Paper presented at The 2007 World Conference Air Research Society, University of California, Berkeley, June 2124, 2007.Hunter, J.A. (2008, May). Plane Courtesy: How passenger attitudes on board can decrease the air rage phenomenon. Paper presented at The 40th International Conference in 2008 on the Legal and Policy Issues for the Development of Aviation, Space and Tourism of Korea in the 21st Century, held at KINTEX and the Korea Aerospace University in Seoul, Korea, May 28-30, 2008Hunter, J.A. (2009, June). Emotional Carry-on-Baggage: Another factor contributing to the air rage phenomenon. Paper presented at The 2009 World Conference of Air Transport Research Society in Abu Dhabi, June 27-30, 2009Other Professional PresentationsPresented Wall Street Journal Award to Diane Quick, April 20, 2005Career Day Speaker, Fort Dearborn Elementary School, February 11, 2003Panel Discussion/Speaker, Minorities Making Moves, a seminar sponsored by the Black History Committee of Saint Xavier University, Chicago, February 21, 2005Research FocusResearchers Angela Dalhberg, Dr. Andrew Thomas, and Dr. Diane Nahl indicate that 1 billion passengers will be using air travel in the year 2015. My contribution is to educate traveling passengers and the public as to how to avoid conflict and prevent disruptive behavior on-board the aircraft and on the ground. Anger in the Air: Combating the Air Rage Phenomenon published by Ashgate Publishing LtdForth, Hampshire, England was released June 15, 2009 and addresses many issues related to the air rage phenomenon that exist today.My additional focus of research is training students to deliver impeccable customer service.On August 1, 2012 I published my second book, entitled: A Hospitality Case Study Workbook which focus on resolving customer service issues that arise within the service industry, particularly in the hospitality industry. This student workbook will encourage students to think critically in resolving customer service problems that occur constantly within the hospitality industry.