WILLIAM L. SMITH
Professor and Chair,
Business Administration and Education Department
School of Business
Emporia State University
MBA and Undergraduate Faculty
Appointed 1994
1. EDUCATION AND CERTIFICATIONS
Ph.D. - Management University of Arizona 1995
M.B.A. - Accounting Drake University 1974
B.S. - Mathematics Iowa State University 1961
2. PROFESSIONAL EXPERIENCE
2006 - Present Emporia State University, Professor
2004 - Present Emporia State University, Chair, Department of Business Administration and Education
2004 - Present Emporia State University, Director, Center for Business and Economic Development
2003 - 2004 Emporia State University, Interim Chair, Department of Business Administration and Education
2000 - 2006 Emporia State University, Associate Professor
1994 - 2000 Emporia State University, Assistant Professor
1990 - 1994 University of Arizona, Graduate Teaching Assistant
1976 - 1990 Comprehensive Business Services, Owner/Operator
1975 Upper Iowa University, Consultant to the President
1973 - 1975 Department of Social Services, Deputy Commissioner
1971 - 1973 State of Iowa, Personal Assistant to the Governor
1970 - 1971 Cowles, Inc., Special Assistant to the Vice President
1969 - 1970 Peat Marwick Mitchell & Co., CPAs, Consultant
1967 - 1969 Stuelke Enterprises, Inc., Business Manager
1966 - 1967 General Electric Company, Corporate Audit Staff Auditor
1964 - 1966 General Electric Company, Financial Management Trainee
1961 - 1964 United States Air Force, Ground Electronics Officer
3. TEACHING
Courses
Taught at Emporia State University:
Building Socially Responsible Businesses Sustainably (MBA)
Business Policy and Strategic Management, MBA Capstone
Family Business Management (on-line course)
Entrpreneurial Management (on-line course, since 2005)
Entrepreneurship (MBA)
Compensation and Benefits (on-line course)
Employee Training and Development (on-line course, since 2002)
Small
Business Management
Organizational Behavior
Principles of Management
Principles of Management and Organizational Behavior
Human Resources Management (on-line course, since 2002)
Services Management (on-line course, since 1997)
Operations Management
Business Policy
Management and Organization Theory (MBA)
Behavioral
Aspects of Management (MBA)
Seminar in Human Resource Management (MBA)
Managing in Changing Times (one hour course)
Empowering Employees (one hour course)
Continuous Improvement (one hour course)
4. PUBLICATIONS
PEER-REVIEWED
PUBLICATIONS:
Journal
Articles (academic, professional, and pedagogical):
(In press, 2008) "Networking and Entrepreneurial Ventures" (Co-authored with Ken Schallenkamp) at Intermational Journal of Management and Enterprise Development
"Entrepreneurial Skills Assessment: The Perspective of SBDC Directors" (Co-authored with Ken Schallenkamp), Intermational Journal of Management and Enterprise Development, Vol. 5, No. 1, 2008, pp. 18-29.
"K-C Model of Three Customer-Contact Dimensions: An Exploratory Hospital Field Test" (Co-authored with Mohammad Chowdhury) (in press 2006) International Journal of Services and Standards, Vol. 3, No. 3, 2007, pp. 299-311.
"Taking an Entrepreneurial Education Resource Inventory: An exploratory case study," International Journal of Management in Education, Vol. 1, Nos. 1/2, 2007, pp.119–137.
"Entrepreneurial Skills Assessment: An Exploratory Study" (Co-authored with Ken Schallenkamp and Douglas E. Eichholz), International Journal of Management and Enterprise Development, Vol. 4, No. 2, 2007, pp. 179-201
“Understanding Diffusion of Technology in Rural Entrepreneurship Operations: A Three Year Longitudinal Study,” International Journal of Innovation and Learning, Vol 4, No. 2, 2007, pp. 16-171.
“Experiential Tourism Standards: The Perceptions of Rural Tourism Providers,” International Journal of Services and Standards, Vol. 2, No. 3, 2006, pp. 273-285.
"Goals and Characteristics of Family-Owned Small Businesses: An International Replication and Comparison between Middle American and Western Australia Hospitality Providers,” International Journal of Management and Enterprise Development, Vol. 3 - No. 3, 2006, pp. 212 - 226.
"Experiential Tourism around the World and at Home: Definitions and Standards," International Journal of Services and Standards,Vol. 2, No.1, 2006, pp. 1 – 14.
"Choosing an entrepreneurial development system: the concept and the challenges," International Journal of Management and Enterprise Development, Vol. 2, Nos. 3/4, 2005, pp. 349-359.
"Unlawful Discrimination in Employment: A Condition Not Unlike the Flu," Journal of Individual Employment Rights, Vol. 11, No. 1, 2003-2004, pp. 75-85. (Co-authored with Kevin B. Johnson)
“Does B & B Management Agree with the Basic Ideas behind Experience Management Strategy?” Special Issue on Experience Design and Management in Services, Journal of Business and Management, Vol. 9, No.3, 2003, pp. 233-247.
"Customer Service Call Centers: Managing Rapid Personnel Changes," Human Systems Management, Vol. 20, No. 2, 2001, 123-129.
"Ten Facts of Life for Distance Learning Courses," Tech Trends, Volume 44, No. 1, 2000, pp. 12-15. (Co-authored with Annette Lamb)
"Integration of World Wide Web Resources into Instruction of Progressive Undergraduate Management Classes," The Journal of Private Enterprise, Vol. 13, No. 1, Fall, 1997, pp. 162-166.
"A Framework for the Application of Uncertainty Reduction (UCR) Theory to Service Encounters," The International Journal of Organizational Analysis, Vol. 4, No. 3, July, 1996, pp. 299-308.
Scholarly
Books:
Virtual
Sandcastles: Teachers and Learning at a Distance, Vision to Action
Publishers, 1999. (Co-authored with
Annette Lamb)
Chapters
in Scholarly Books:
"Scripting the Service
Encounter," Service
Product Development, James A. Fitzsimmons and Mona J. Fitzsimmons, Eds.,
Sage Publications, 2000, pp. 239-263.
(Co-authored with David A. Tansik)
Proceedings
from Scholarly Meetings:
"Entrepreneurial Networking: How does it rank " Proceedings of the Association for Small Business & Entrepreneurship Conference, Annual Meeting, Austin, Texas, October, 2007.
"Choosing an entrepreneurial development system: the concept and the challenges," Proceedings at the Southwest Decision
Sciences Institute Annual Meeting, Dallas, Texas, March, 2005.
"Findings of an Exploratory Study
Related to Venue Management Strategy for the Experience Economy," Proceedings at the Southwest Decision
Sciences Institute Annual Meeting, Houston, Texas, March, 2003.
"Web-based Tourism: A Kansas B&B Snapshot,"
Proceedings of the Southwest Decision Sciences Institute Annual Meeting, St.
Louis, MO, March, 2002.
“Venue Management Strategy for the Experience Economy,” Proceedings of the Midwest Decisions Science Institute Annual Meeting, Dearborn, MI, April 26-28, 2001.
"Taxonomy of Call Center Systems Development and Management," Decision Sciences Institute, San Antonio, TX, March 15-18, 2000.
"Internet Access and End User Training in Fortune 500 Companies," Business Symposium, April 20, 2000. (Co-authored with Don Miller and James Wenger)
"International Strategies for Call Center Siting," Academy of Management, Chicago, IL, March 30 - April 1, 2000.
"Creating a Unique Educational Experience: The Professor as Performer and More," Midwest Academy of Management, Lincoln, NE, April 16-17, 1999.
"Strategies of Uncertainty Reduction in the Service Encounter," Decision Sciences Institute, Las Vegas, NV, November, 21-24, 1998, pp. 353-355.
"Uncertainty Reduction (UCR) Theory in Service Encounters: A First Empirical Test," Midwest Academy of Management, Kansas City, MO, April 17-18, 1998.
"Services Management Instruction Exclusively via the World Wide Web and E-Mail Media,"Decision Sciences Institute, San Diego, CA, November 22-25, 1997, pp. 118-120.
"Contextual Influences on Perceptions of Skill Importance Ratings by Nurses: An Empirical Field Study," Midwest Decision Sciences Institute, Indianapolis, IN, April 24-16, 1997, pp. 175-177.
"K-C Model of Customer-Contact: A First Hospital Field Test," Decision Sciences Institute, Orlando, FL, pp. 1580, November, 1996.
"Perceptions of Skill Importance Ratings for Performance Appraisal by Job Classification and Organization,"Academy of Management, Cincinnati, OH, August, 1996, pp. 488.
"Customer-Contact Measurement: A Test of a Modified K-C Model," Midwest Decision Sciences Institute, Production/Operations Management Track, South Bend, IN, April, 1996, pp. 203-206.
"Perceptions of Skill Importance Ratings for Low Versus High Customer-Contact Job Classifications," Southwest Decision Sciences Institute, San Antonio, TX, March, 1996, pp. 238.
Other:
"Web Review and Maintenance," Today's School, Vol. 2, No. 5, March/April 2002, p. 36.
"Experience Counts: How Older Workers Can Enrich Your Church Staff," Your Church, Vol. 44, No. 6, November/December, 1998, pp. 62-63.
"Safeguard Your Church: Practical Guidelines for Screening Volunteers," Your Church, Vol. 44, No. 2, March/April, 1998, pp. 62-63.
"Succession Planning Requires a Plan: Start with These Five Keys to Growth and Prosperity," Christian Retailing, January 20, 1998, pp. 98, 100, 102.
"Getting Loans and Credit," Dance Teacher Now, Vol. 19, No. 10, December, 1997, pp. 91-95.
"Discover the Benefits of Hiring Older Workers," Christian Retailing, October 7, 1997, pp. 64.
"Special Office, Special Needs," Your Church, Vol. 43, No. 4, July/August, 1997, pp. 58-59.
"Paper Shuffling: How Long Must You Hold on to Your Records?" Your Church, Vol. 43, No. 2, March/April, 1997, pp. 24-25.
"Take Charge! Making a Business Plan is Essential for Your Career Development," Minority Engineer, Vol. 17, No. 2, Winter, 1996, pp. 14-15.
"Hobby or Business: Why Should I Care?" Byline, Issue 195, December, 1996, pp. 12-15.
"Loans and Credit," Inside Self-Storage, Vol. 6, No. 11, November, 1966, pp. 20, 22.
"Conflict in the Workplace: Go Along Just to Get Along?" Cleaning and Maintenance Management Magazine, Vol. 33, No. 10, October, 1996, pp. 30, 32.
"Focus Three - For Me?" Mini-Storage Messenger, Vol. 17, No. 6, June, 1996, pp. 67-68.
"Ready, Aim, Hire: Know What You Can and Can't Ask Job Applicants," Cleaning and Maintenance Management Magazine, Vol. 33, No. 6, June, 1996, pp. 40, 42.
"Do I Need to Make a Business Plan?" Bee Culture: The Magazine of American Beekeeping, Vol. 124, No. 5, May, 1996, pp. 286-287.
"Hiring by the Book: Do Your Procedures Comply with the Law?" Optometric Economics, Vol. 6, No. 2, Spring, 1996, pp. 42-46.
"Managing or Leading? To Do Both, Pastors Should Know the Difference," Your Church, Vol. 42, No. 2, March/April, 1996, pp. 29-31.
"Ten Ways to Guarantee a Tax Audit: Avoid a ATaxing@ Situation with the IRS," Cleaning and Maintenance Management Magazine, Vol. 33, No. 3, March, 1996, pp. CS-5-7.
"Retention Rules Can Help You Decide Which Records to Save, Which to File and Where,"Writer's Connection, Vol. 14, No. 3, March, 1996, pp. 10, 20.
"The Secrets to Getting a Loan: How Do You Get Lenders to Give You the Cash You Need for Your Business?" IDEA Fitness Manager, March, 1996, pp. 5-6.
"Money at Work: How Long Do I Have to Keep This?" The Crafts Report, February, 1996, pp. 31.
"The Top 10 Items That Will Get Your Business Audited,"Water Technology, Vol. 19, No. 2, February, 1996, pp. 118-120.
5. PRESENTATIONS
PEER
REVIEWED:
Papers
Presented at Academic/Professional Meetings (Not in Proceedings):
“Diffusion of Technology in Mid-American Tourism Hospitality
Industry: Initial Results of a longitudinal study,” National meeting of the
Decision Sciences Institute, Washington, DC, November 2003.
"Technology Diffusion in Bed and
Breakfast Operations: A Web-based Tourism Four State Snapshot," presented at the 2002 Annual Meeting
of the Decision Sciences Institute, San Diego, CA, November, 2002.
"Characteristics and goals of family and
owner-operated businesses: A replication and extension to bed and breakfast
operations in Middle America,"
presented at the 2002 Annual Meeting of the Decision Sciences Institute, San
Diego, CA, November, 2002.
"Web-based
tourism: Validating the Developmental Assessment Tool (DAT),"
presented at the 2002 Annual Meeting of the Decision
Sciences Institute, San Diego, CA, November, 2002.
"Web-based
Tourism: A Kansas B N=B
Snapshot,"
Presented at the Southwest Decision Sciences Institute Annual Meeting, St.
Louis, MO, March, 2002.
"Venue management strategy for the
experience economy,"
Operations Management Track, Midwest Decision Sciences Institute, Dearborn, MI,
April, 2001
"Noble Failure Breeds Innovation at The Charles Schwab Corporation: A Case Study," NACRA, San Antonio, TX, October, 2000.
"Management Students as Web Weavers," Decision Sciences Institute, New
Orleans, LA, November 20-23, 1999.
"Scripting the Service Encounter," Second International Workshop on Research on Information Technology in Zervices (RITZ), Paris, France, September 20-22, 1998. (Co-authored with David A. Tansik)
"Virtual Sandcastles: Developing Distance Learning Environments," Association for Educational Communications and Technology (AECT), St. Louis, MO, February 18-22, 1998. (Co-authored with Annette Lamb and Larry Johnson)
"Web-Walking: Developing Practical
Web-Based Course Materials,"
Association for Educational Communications and Technology (AECT), St. Louis,
MO, February 18-22, 1998. (Co-authored
with Annette Lamb)
NON-PEER
REVIEWED:
Other:
"Are you and Entrepreneur?" presentation at the Research and Creativity Forum, April, 2005, ESU Memorial Union (with Doug Eichholz, graduate research assistant, assisting).
"On-Line Teaching
Workshop,"
presentation for the School of Business faculty, in September, 2002 (with Nancy
Groneman).
"Dreamweaver:
A Web Page Creation/Editor Software Demonstration,"
made two separate presentations at the Computer and Business Teacher
Conference, February, 2002, Cremer Hall, ESU.
"Technology Diffusion in Bed and
Breakfast Operations in Kansas, Oklahoma, Arkansas, and Missouri: The First
Year," Research
and Creativity Forum, April, 2002, ESU Memorial Union, (with Jon Purdy,
graduate assistant, assisting).
"Personnel Changes in Call Center
Management," Research
Forum Poster Exhibit, Call Center Research, Memorial Union, Emporia State
University, April, 2000.
6. CONTINUING INTELLECTUAL DEVELOPMENT
RESEARCH
IN PROGRESS - (Manuscripts Available for Review Including Papers Submitted and
Currently Under Review):
GRANTS:
Applied
For - Received:
"Chase County Visitation Data Collection Project," Kansas Department of Commerce, Travel and Tourism Department, $5,000, June-December, 2005.
"Entrepreneruial Educational Resource Inventory Study," Faculty Research and Creativity Committee Research Grant, funded one Graduate Research Assistant, June 2005 through May 2006.
"Innovation and Entrepreneurship are Everybody's Business," Academic Enhancement Fund Grant for $4,500, for Spring 2005; balance of about $3,500 approved for carryover to 2005-2006 academic year.
"Research and Grant Assistance Grant," Research and Grants Office, two semesters fully funded Graduate Research Assistant. 2004-2005 academic year.
"Technology Diffusion in Small Business Operating in Four States: Completion of Three-Year Longitudinal Study," School of Business Grant for Intellectual Contributions, $1,000, January 3, 2003.
"Developmental Assessment Tool (DAT):
Initial Creation and Testing,"
School of Business Grant for Intellectual Contributions, $1,000, December 15,
2000.
"Human Resource Management Case Study Research based on Customer Service Call Center (CSCC)," School of Business Grant for Intellectual Contributions, $1,000, Fall 2000.
"Call Center Research: Scripting the Service Encounter and Supporting Activities," Faculty Research and Creativity Committee Research Grant, $3,000, 1999-2000.
"Uncertainty Reduction in the Service Encounter," Faculty Research and Creativity Committee Research Grant, $4,680, 1996-1997.
"Customer Contact Values and Perceptions
of Importance Ratings,"
Faculty Research and Creativity Committee Research Grant, $6,574, 1995-1996.
Applied For - Pending:
None at present
Applied For - Not Funded:
"Rural Entrepreneurship and Applied Technology Program," Kauffman Foundation, query letter submitted October 2004, $246,000 of $501,000, three year program. Letter declining participation received July 28, 2005.
"Emporia State University 'University Center' Project," Economic Development Administration (EDA), U. S. Department of Commerce, May 2004, $481, 200, 50% match, 3 year. Not funded.
"Web-based tourism assessment, development and enhancement project," Faculty Research and Creativity Committee Grant, 2001-2002 academic year, $3,300 requested; not granted.
"A longitudinal study of web-based tourism and venue management strategies in four states," National Science Foundation (NSF) Grant Proposal under the Information Technology Research Division, People and Social Groups Interaction with Computers & Infrastructures Program, $ 226,281.00, Jan 2001 (3 year request). Not funded.
Coleman Foundation Grant Proposal on behalf of the Kansas Business Hall of Fame, $25,000. Not funded.
PROFESSIONAL
ACTIVITIES:
Reviewer, two manuscripts for the Technology and Information Management Track, Academy of Management Annual Meeting, Seattle, WA 2003
Reviewer, two manuscripts for the HR/Careers Track, Southern Management
Association 2003
Reviewer, Service Management Track, Decision Sciences Institute National
Conference, Washington, D.C. 2003
Discussant,
Association of Small Business and Entrepreneurship Annual
Conference,
Houston, Texas 2003
Session
Chair, Southwest Decision Sciences Institute, Annual Conference,
Houston,
Texas 2003
Candidate
on ballot, Vice-President-Finance, Southwest Decision Sciences
Institute
- not elected 2003
Session
Chair, Decisions Sciences Institute, National Conference, San Diego,
CA,
November 2002
Council
Member, Southwest Decision Sciences Institute 2002-2005
Reviewer,
four manuscripts for Human Resource Track, 2002 Academy of
Management
Annual Conference 2002
Reviewer,
manuscript for Technology and Innovation Track, 2002 Academy of Management
Annual Conference 2002
Reviewer,
paper for Decision Sciences Institute National Conference -
Services
track 2002
Reviewer,
two papers for the 2002 Southern Management Association meeting 2002
Reviewer,
two chapters and the table of contents for the text, Principles of
Management, Ivancevich and Duening. 2002
Reviewer, manuscript for the
International Journal of Electronic Business 2002
Reviewer,
two manuscripts for the Association for Small Business and
Enterpreneurship 2003 Annual Conference 2002
Reviewer,
a chapter, Capacity Planning for Web Services, for John Wiley &
Sons,Inc., The Internet
Encyclopedia. The Encyclopedia will be a three-
volume, 2,400-page, reference source providing
state-of-the-art
information concerning the Internet as a business tool, IT
platform, and communications and commerce medium. 2002
Reviewer,
two articles for WDSI, Entrepreneurship and New Venture track 2001
Reviewer
of article for International Journal of Service Industry Management 2001
Reviewer
of article for Personnel Review 2001
Reviewer:
International Journal of Service Industry Management 2000
Reviewer, Innovative Education Track, Decision Sciences Institute 2000
Reviewer, POM-Services Track, Decision Sciences Institute 2000
Reviewer, Southwest Case Review Association 2000
Reviewer, Text Proposal by Davis and Heineke, Wiley Publishers, 2000
Service Management
Reviewer, South-Western College Publishing, Principles of Management 2000
and
Organizational Behavior
Reviewer: International Service Operations Management Association 1999
Reviewer: Organizational Behavior text, Southwest Publishing 1999
Reviewer: Ninth Biennial World Marketing Congress 1999
Session Chair: Association of Private Enterprise Education 1997
Reviewer: Services Management, Southwest Publishing 1997
Reviewer: Midwest Decision Sciences Institute 1997
Reviewer, Operations and Production Management 1997
Discussant: Midwest Decision Sciences Institute 1997
Reviewer: Decision Sciences Institute Annual Meeting 1997
Discussant: Midwest Decision Sciences Institute 1996
INTELLECTUAL
DEVELOPMENT:
Participated
in School of Business Prof Dev Seminar on author/editor
relationships for research journals 2003
Participated
in Dreamweaver Basics - a four part series of
workshops by the ESU Webmaster Apr-May 2002
Attended the Web Accessibility Presentation in Visser
Hall. The Information
Technology Executive Council (ITEC) Policy
#1210 requires official
State
of Kansas Web sites to be as accessible as possible to all Web site
visitors, regardless of disability. The final date for
complete compliance
with these guidelines is March 31, 2002. Discussions focused
on both
creating new sites correctly, to be in compliance, and,
reviewing all
existing sites to bring them into compliance in the next 300+ days. May, 2001
Attended the Blackboard 5.0 Orientation conducted by CTECH personnel
in Visser Hall 2001
Attended Dreamweaver Software Faculty Development Short Course by
CTECH
in Visser Hall 2001
ESU
Faculty Research and Creativity Committee Grant Writing November,
2000
Embryo Case Analysis Workshop and Case Review Sessions,
Annual Meeting, North America Case Review Association,
San Antonio, TX October, 2000
ESU Professional Development Course: Maintain Web
Site Workshop