Martin O’Neill, Ph.D.

Associate Professor and Program Director
328D Spidle Hall
Auburn, Alabama 36849
Phone: 334-844-3264
Fax: 334-844-3279
oneilm1@auburn.edu

Educational Background

Research Areas

My primary research thrust relates to the concept of Continuous Quality Improvement (CQI) and its application within the broad tourism, hospitality and restaurant management fields. The candidate’s research niche is in the area of disconfirmation modeling as a tool for garnering customer feedback and its use in system improvement.

Honors and Awards

2007 - Student Government Association – Camp War Eagle Honoree

2006 - Student Government Association (SGA) “Outstanding Faculty Member” for the College of Human Sciences, Auburn University
Appointed as an Adjunct Professor to the state certified Freely Business School, Singapore.
Appointed to the International Advisory Board of the state certified Freely Business School, Singapore

2005 - Appointed as an Adjunct Faculty Member, School of Marketing, Tourism and Leisure, Edith Cowan University (ECU), Perth, Western Australia
Highly Commended Award from the Emerald Literati Club 2005 Awards for Excellence for research paper entitled “Importance-performance analysis: A useful tool for directing   continuous quality improvement in higher education. Quality Assurance in Education, Vol. 12 (1), 2004. CHS@AU in Italy Faculty Diplomat.
Auburn University Global Tiger

2004 - Nominated as SGA “Outstanding Teacher” by the Dept. of Nutrition and Food Science, Auburn University.

2002 - Winner of the Travel and Tourism Research Association (TTRA) Charles R. Goeldner Article of     Excellence Award, for best published research paper entitled “Service Quality Evaluation at Events through Service Mapping” Journal of Travel Research, Vol. 39 (4), 380-390.

Service

Dr. O’Neill has played a full and active role in the day-to-day management activities of the various departments, colleges and universities he has worked for. He has been responsible for the successful development, launch and management of a number of strategic initiatives relating to the attainment of the wider strategic objectives of each employing institution. In addition to his current role as Director of the Hotel and Restaurant Management Program, he has and continues to be a member of the normal university committee structure.

Selected Publications

• O’Neill, M.A.  & Charters, S. (2006). Survey timing and visitor perceptions of cellar door quality. In Jack Carlsen and Stephen Charters (Eds.) Global Wine Tourism: Research Management and Marketing. London: CABI Publishing (80%).
• 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%)
• Hubbard, S.S. & O'Neill, M.A. (2006). Quality Service in Clubs. In J. Purdue (Ed.) Contemporary Club Management: Educational Institute of the American Hotel and Lodging Association. (50%)
• 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 (30%).
• 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 Journal of Health Care Quality Assurance, Vol. 18 No. 2. (100%).
• Gaines, B.L., Hubbard, S.S., Witte, J. & 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%)
• O’Neill, M.A. & 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%).
• O’Neill, M.A. & Palmer, A. (2004). Cognitive Dissonance and the Stability of Service Quality Perceptions. The Journal of Services Marketing, Vol. 18 No. 6. (50%).
• O’Neill, M.A. (2004). Obesity and the airlines – weighing up the issues. Florida International University Hospitality Review, Vol. 20 No. 2: 80-89. (100%)
• O’Neill, M.A. & Palmer, A. (2004). Wine Production and Tourism – Adding Service to a Perfect partnership. Cornel Hotel and Restaurant Association Quarterly, Vol. 45, No 6. (50%)

Professional Memberships

Australia and New Zealand Academy of Marketing (ANZMAC)
American Hotel and Lodging Association (AHLA)
Council for Hotel and Restaurant Industry Education (CHRIE)
International Institute for Peace through Tourism (IIPT)
Southeastern Council for Hotel and Restaurant Industry Education (SECHRIE)

Courses Taught at Auburn

NUFS4600 Beverage Operations
NUFS5530.6530/6536 Science of Quality
NUFS5570/6570/6576 Global Hospitality Management

Other Achievements

• 2006 (Co-PI) - $59,288.43 - Extramural grant from the Alabama State Parks Department to undertake re-write of standard operating procedure manual.
• 2006 (Co-PI) - $47,288.43 - Extramural grant from the Alabama State Parks Department to undertake service training for all accommodation outlets.
• 2006 (Co-PI) - $49,090.97 - Extramural grant from the Alabama Bureau of Tourism and Travel to develop a state tourism satisfaction measure.
• 2006 (PI) - $10,847.42 Extramural grant from the United States Military to explore the relationship between dining service quality and future behavioral intention – Anniston Army Depot
• 2005 (PI) – $9,865 Extramural grant from the United States Military to conduct a comparative evaluation of “Service Quality Perceptions at Anniston Army Depot”, Anniston, Alabama.
• 2004 (PI) - $7,626 Extramural Grant from the United States Military to conduct an evaluation of “Service Quality Perceptions at Anniston Army Depot”, Anniston, Alabama.
• 2003 (PI) - $3,000 Competitive Research Grant to explore the issue of “Time elapsed perceptions of service quality within the Alabama tourism sector”.