Ronald L. Hess joined the faculty of the William & Mary School of Business in 2001. He earned his Ph.D. from Virginia Tech, an MBA from William & Mary, and a B.A. in Marketing from James Madison University. Prior to his appointment at William & Mary, he spent two years teaching at the University of Central Florida. He spent several years working in the banking industry as a commercial lending officer and commercial analyst with Wachovia Banking Corporation.
The experience that he gained valuable sales management, negotiation, service quality, and customer satisfaction. These experiences provided important insights for his academic research which involve customer responses to service and product failures, organizational recovery strategies, issues in customer satisfaction, loyalty, and service quality, and developing customer/business relationships. He has published his research in Organizational Behavior and Human Decision Processes, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Marketing, and Marketing Letters.
He has also made presentations at the American Marketing Association Educators' Conference, Academy of Marketing Science Conference, INFORMS Marketing Science Conference, International Justice Roundtable Conference, and the International Business and Economic Conference.
He currently teaches the second year Career Acceleration Module (CAM) on Business-to-Business Marketing in the William & Mary MBA Program. He also teaches Marketing Research in the undergraduate program. Dr. Hess has also taught college courses on consumer behavior, sales force management, principles of marketing. In addition, he has developed executive seminars on analytics/marketing research, sales management, business/industrial marketing, marketing strategy, value pricing, negotiation, entrepreneurship, and service management. He has also been chosen as 'Professor of the Year' in both 2003 and 2007 by the students at The College of William & Mary.