Donna Hill

Professor

Baker Hall 408
(309) 677-2265
donna@bradley.edu

Ph.D., Marketing, Indiana University
M.B.A., Ball State University
B.A., Political Science, Indiana University

Teaching

Donna enjoys working with both undergraduate and graduate students, frequently teaching topics classes, independent studies and collaborating with students on research projects, several of which have been published.  Internationally, she has taught Principles of Marketing and Retailing in London, Great Britain (2002, 2003, 2004) (2007) and accompanied MBA students as faculty advisor to Shanghai, China (2007). Donna will be teaching in London 2013. Donna has taught in three different classes of the Executive MBA, including special emphasis on Service Blueprinting, Services Marketing, Technology Management and Scanning the Environment. Donna currently teaches the following courses each academic year.

Courses Currently Teaching

  • MTG 410 Services Marketing
  • MTG 393 Retailing
  • MTG 640 Obtaining, Analyzing, and Applying Marketing Information (a research course)
  • MTG 654 Managing Services Marketing
  • MTG 658 Marketing for Professional Services
  • Executive MBA (Special Topics in Marketing Module)

Scholarship

Dr. Hill’s principal area is in consumer perception and use of information as it relates to consumer behavior in a variety of contexts including services, promotion, nonprofit marketing, retailing, cross-cultural issues and the Internet (including Social Media Marketing) and e-commerce businesses. Other areas of interest include methodological issues in consumer research, and strategic planning and marketing of services.  Donna was the 1994 recipient of the National Council of Advisors Research Award.  She has been awarded three sabbaticals in her tenure at Bradley.

Current Research

  • Hill, Donna J. (2010) “Marketing Services” in The Handbook of Technology Management, Vol. 3, Hossein Bidgoli, Editor-in-Chief, pp, 393-406 John Wiley & Sons, Hoboken, N.J.
  • O’Brien, Matthew, Donna J. Hill, and Chad W. Autry (2009) “Customer Behavioral Legitimacy in Retail Returns Episodes: Effects on Retail Salesperson Role Conflict,” Journal of Marketing Theory and Practice, 17 (3), 251-266.
  • Hatfield Patricia, Donna J. Hill and Phillip Horvath (2007) “Capital Budgeting in Practice: Issues Not Addressed in Finance Texts,” Journal of Business Case Studies, 3 (2) pp. 79-85.
  • Autry, Chad W., Donna J. Hill, and Matthew O’Brien (2007), “Attitude Toward the Customer:  A Study of Product Returns Episodes,” Journal of Managerial Issues, Volume XIX, Number 3, 315-339.
  • Hatfield, Patricia, Donna J. Hill and Phillip Horvath (2007), “Understanding the Capital Budgeting Process:  Issues for Organizational Buying,” Journal Of Business And Economic Perspectives, XXXIII (2), 91-107.
  • Strauss, Judy and Donna J. Hill (2007) “Student Use and Perceptions of web-Based Instructional Tools:  Laggards in Traditional Classrooms,” Marketing Education Review, Volume 17, 66-79.
  • Blodgett, Jeffery, Donna Hill and Ayzen Bakir (2006) “Cross-Cultural Complaining Behavior?  An Alternative Explanation,” Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 19, 103-115,
  • Hill, Donna J., Jeff Blodgett, Robert Baer and Kirk Wakefield (2004), “An Investigation of Visualization and Documentation Strategies in Services Marketing,” Journal of Service Research, Volume 7, 167-180
  • Rottier, Heidi, Donna J. Hill, Jay Carlson, Mitch Griffin, Edward Bond, Chad Autry, and Michelle Bobbitt, (2003) “Events of 9/11/2001: Crisis and Consumer Dissatisfaction Response Styles,” Journal of Satisfaction, Dissatisfaction and Complaining Behavior, Volume 16, 222-232.
  • Horvath, Philip A., Patty Hatfield, and Donna Hill (2002), "Importance and Behavior of Capital Projects Benefits Factors in Practice: Early Evidence," Journal of Applied Business Research, Volume 18, Number 3 (Fall) 1-14.
  • Ross L. Fink, John Gillette, Amy J. Morgan and Donna J. Hill, (2001) “Attracting, Enhancing and Retaining Client Relationships Using the Web" National Public Accountant (46), 4, 14-17.
  • Strauss, Judy and Donna J. Hill (2001) "Consumer Complaints by e-mail: An Exploratory Investigation of Corporate Responses and Consumer Reactions," Journal of Interactive Marketing (15), 1, 63-73.
  • Hatfield, Patricia A., Donna J. Hill and Philip Horvath (1999), “Industrial Buying and the Divergence of Capital Budgeting Theory and Practice: An Exploration.”The Journal of Applied Business Research, Vol. 6, No. 1, 37-46.
  • Hill, Donna J., Ross L. Fink, and Amy Morgan (1998), "Plant Tours as a Customer Contact Tool: An Integrated Marketing Communications Framework," Journal of Marketing Management, vol.8, no.2: 44-51.
  • Blodgett, Jeffrey G., Donna J. Hill and Stephen S. Tax (1997), “The Effects of Distributive, Procedural, and Interactional Justice on Post-Complaint Behavior,” Journal of Retailing, Vol. 73, No. 2, 185-210.
  • Hill, Donna J. and Maryon F. King (1997), “The Effects of Alternative Information Availability on Consumer Decision Strategies for Professional Services: A Cross-Cultural Perspective,” Journal of Retailing and Consumer Services, Vol. 4, No. 1, 1-11.
  • Hill, Donna J., Maryon F. King and Eli Cohen (1996), “The Perceived Utility of Information Presented via Electronic Decision Aids: A Consumer Perspective,” Journal of Consumer Policy, Vol. 19, 137-166.
  • Hill, Donna J., and Maryon King  (1995), "The Effects of Information Valence and Consistency and Product Type on Consumer Satisfaction,” The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 8, 124-135.
  • Baer, Robert and Donna J. Hill (1994), "Excuse Making: A Prevalent Company Response to Complaints?"  Journal of Customer Satisfaction/Dissatisfaction and Complaining Behavior, Vol. 7, 143-151.
  • King, Maryon and Donna J. Hill (1994), "Electronic Decision Aids: Integration of a Consumer Perspective,” Journal of Consumer Policy, Vol. 17, 181-202.
  • Hill, Donna J. and Nimish Gandhi (1992), "Services Advertising: A Framework To Raise Its Effectiveness," The Journal of Services Marketing, Vol. 6 No. 4 (Fall), 63-75.
  • Kosenko, Rustan, Donna Hill and Rob Baer (1991), "Reference Price:  A Tool For Pricing Healthcare Services," selected for reprint in the Journal of Ambulatory Care Marketing, Vol. 4, No. 2, 111-120.
  • Hill, Donna (1988), "Consumer Use of Product Information and Its Impact on Satisfaction Evaluation," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 1, 107-115.

Selected Published Proceedings

  • Blodgett, Jeffery, Aysen Bakir, and Donna J. Hill (2009), "Complaining Behavior: Cross-Cultural or Situational? An Exploratory Study Indian Nationals Living in the United States”, in Asia-Pacific Advances in Consumer Research, Volume 8, eds. Sridhar Samu and Rajiv Vaidyanathan and Dipankar Chakravarti, Duluth, MN : Association for Consumer Research, Pages: 368-368.  Hyderabad, India.
  • Robert Baer, Donna J. Hill and Amy J. Morgan (2000) “Excuses: Use’m If You Got’em,” Advances in Consumer Research, Stephen J. Hoch and Robert J Meyer, eds., Vol. 27, 87-91.
  • Blodgett, Jeff, Donna Hill and George Stone (1995), "A Model of the Determinants of Retail Search," Advances in Consumer Research, Frank R. Kardes and Mita Sujan, eds., Vol. 22, 518-523.
  • Hill, Donna J. and Robert Baer (1994), "Customers Complain --- Businesses Make Excuses: The Effects of Linkage and Valence," Advances in Consumer Research, Chris T. Allen and Deborah Roedder John, eds., Vol. 21, 399-405.
  • Hill, Donna J., Rob Baer, and Rustan Kosenko (1992), "Organizational Characteristics and Employee Excuse Making:  Passing the Buck for Failed Service Encounters," Advances in Consumer Research, John F. Sherry, Jr. and Brian Sternthal, eds., Vol. 19, 673-678.
  • Blodgett, Jeff, Donna Hill and George Stone (1995), "A Model of the Determinants of Retail Search," Advances in Consumer Research, Frank R. Kardes and Mita Sujan, eds., Vol. 22, 518-523.
  • Hill, Donna J. and Robert Baer (1994), "Customers Complain --- Businesses Make Excuses: The Effects of Linkage and Valence," Advances in Consumer Research, Chris T. Allen and Deborah Roedder John, eds., Vol. 21, 399-405.
  • Hill, Donna J., Rob Baer, and Rustan Kosenko (1992), "Organizational Characteristics and Employee Excuse Making:  Passing the Buck for Failed Service Encounters," Advances in Consumer Research, John F. Sherry, Jr. and Brian Sternthal, eds., Vol. 19, 673-678.
  • Blodgett, Jeff and Donna Hill (1991), "An Exploratory Study Comparing Amount-of-Search Measures to Consumers' Reliance on Each Source of Information,” Advances in Consumer Research, Rebecca H. Holman and Michael R. Solomon, eds., Vol. 18, 773-779.  
  • Hill, Donna J. and Maryon F. King (1988), "Preserving Consumer Autonomy in an Interactive Informational Environment: Toward Development of a Consumer Decision Aid Model,” Advances in Consumer Research, Thomas K. Srull, ed. Vol. 16, 144-151.
  • Hill, Donna (1986), "Satisfaction and Consumer Services," Advances in Consumer Research, Vol. 13, Richard J. Lutz, ed., Association for Consumer Research, 311-315.

Work in Progress

  • Hill, Donna J. and Shondra Johnson, “Marketing: A Skill Needed By Today's Accountants", to be presented at the American Institute of Higher Education, Orlando, FL, (September, 2010).
  • Burton, Jennifer and Donna J. Hill “An Empirical Investigation of the Effects of Targeting Interveners versus those Engaging in the Self-Destructive Behavior Using Advertisements.” To be presented at the Winter American Marketing Association in Austin, TX (February, 2011).
  • Hill, Donna J. and Matthew O’Brien, “The Impact of Branding (Store versus Manufacturer) and Environmentalism on Consumer Purchasing”
  • Burton, Jennifer and Donna J. Hill, “Examining the Role of Interveners and People Engaging in Harmful Behavior in Designing Effective Social Change Advertisements.”
  • Matthew O’Brien and Donna J. Hill, “The Role of Social Identity in Social Media Marketing Programs.”
  • Donna J. Hill and Mathew O’Brien, “Customer Complaining Behavior on Twitter and Its’ Impact on Customer Satisfaction.”  

Service

College & University

  • Senator, University Senate
  • College Representative to University Committee on Curriculum and Regulations
  • Graduate Admissions Committee for FCBA

Professional

  • Editorial Review Board, Journal of Business Research.  Donna has also served as a reviewer for Journal of Services Research as well as Journal of Satisfaction/Dissatisfaction and Complaining Behavior among others. Donna has won two outstanding reviewer awards for The Journal of the Academy of Marketing Science while serving on their editorial review board from 1989 to 2000.