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College of Hospitality, Retail and Sport Management


Faculty and Staff

Mark S. Rosenbaum, Ph.D.

Title: Department Chair and Professor
Department: Department of Retailing
College of Hospitality, Retail and Sport Management
E-mail: marosen@mailbox.sc.edu
Phone: 803-777-6171
Fax: 803-777-4357
Office: Carolina Coliseum 4000 B
Resources: Curriculum Vitae
profile

Background

B.S., Indiana University (Finance)
MBA, University of Illinois at Chicago (Marketing)
M.A., New York University (Interdisciplinary Studies/International Business)
M.S., San Diego State University (Operations Management)
Ph.D., Arizona State University (Marketing)

  • Visiting Associate Professor of Marketing: Externado University, Bogota, Colombia
  • Visiting Professor of Services Marketing: American Hotel Academy, Brasov, Romania
  • Center for Services Leadership, Research Faculty Fellow: W.P. Carey School of Business, Arizona State University, Tempe, Ariz.

Mark Scott Rosenbaum is Professor and Chair of the Department of Retailing at the University of South Carolina. He also holds Visiting Scholar positions at Externado Univeristy (Bogota, Colombia) and at the American Hotel Academy (Brasov, Romania); he is also a Research Faculty Fellow at the Center for Services Leadership at the W.P. Carey School of Business, Arizona State University. Mark received his B.S. from Indiana University, M.B.A. from the University of Illinois at Chicago, M.A. from New York University, M.S. from San Diego State University, and Ph.D. from Arizona State University. Prior to his work at the University of South Carolina, Dr. Rosenbaum was the Kohl's Professor of Retailing at Northern Illinois University and an Assistant Professor at the University of Hawaii, Manoa. Before entering academia, Dr. Rosenbaum worked in the fine jewelry industry and luxury retailing industry.

Dr. Rosenbaum's research focuses on services issues that entail retailers working with consumers with challenges, including aging, life-cycle and health issues, such as non-medical cancer care. His work has been published in Journal of Service Research, Journal of Services Marketing, Journal of Business Research, Journal of Retail and Consumer Services, Services Marketing Quarterly, Journal of Consumer Behaviour, Senior Housing & Care Journal, Psychology & Marketing, Journal of Travel Research, Business Horizons, Marketing Intelligence and Planning, International Journal of Retailing and Distribution, and the Journal of Vacation Marketing, as well as numerous domestic and international conference proceedings and book chapters. Rosenbaum also consults on service marketing issues in Southeast Asia and in the U.S. with McDonald’s, Abbott Nutritional Products, Caterpillar, LivingWell Cancer Center, Calamos Investments, and Jewel-Osco. He also teaches undergraduate and executive services courses at Externado University (Bogota, Colombia), the American Hotel Academy (Brasov, Romania), and he has taught services courses in Nepal, Vietnam, Bhutan, Bosnia, Romania, and Cambodia. He received his doctorate from Arizona State University in 2003.

Honors and awards

  • Fulbright (Cambodia, 2009)
  • Senior Fulbright (Nepal, 2015)
  • Fulbright Specialist (Services Marketing, 2014)
  • National Science Foundation Award Recipient

Courses taught

Services Marketing

Research

Services issues that entail retailers working with consumers with challenges, including aging, life-cycle and health issues, such as non-medical cancer care.

Peer reviewed publications

Rosenbaum, Mark S., Ramírez, G.C., Camino, J.R. (under review). “The restorative potential of biophilic lifestyle center designs,” submitted to the Journal of Retailing and Consumer Services.

Rosenbaum, Mark S., Otalora, M.L., and Ramirez, G.C. (in press). “Understanding health care service quality in developing Latin America,” Health Marketing Quarterly, 35 (4).

Rosenbaum, Mark S., Kelleher, C., Friman, M., Kristensson, P., and Scherer, A. (2017). “Re-placing place in marketing: A formal theory of place,” Journal of Business Research. Available online here

Rosenbaum, Mark S., Russell, E.M., and Russell-Bennett, R. (2017). “I’ll wait for him:” Understanding when female shoppers prefer working with gay male sales associates,” Journal of Retailing and Consumer Services, 36, 172-179.

Rosenbaum, Mark S., Otalora, M.L., and Ramirez, G.C. (2017). “How to create a customer journey map,” Business Horizons, 60 (1), 143-150.

Rosenbaum, Mark S., Baniya, R., and Seger-Guttmann, T. (2017). “Customer responses towards disabled frontline employees,” International Journal of Retailing and Distribution Management, 55 (4), 385-403.

Seger-Guttman, T., Vilai-Yavnetz, I., and Rosenbaum, Mark S. (2017). “Disparate satisfaction scores? Consider your customer’s country-of-origin: A case study,” International Review of Retail, Distribution, and Consumer Research, 27 (2), 189-206.

Malla, B. and Rosenbaum, Mark S. (2016). “Understanding Nepalese labor migration to gulf countries,” Journal of Poverty. Available here

Rosenbaum, Mark S., Otalora, M.L., and Ramirez, G.C. (2016). “The dark side of experience seeking mall customers,” International Journal of Retailing and Distribution Management, 44 (12), 1206-1222.

Rosenbaum, Mark S., Wong, I.A., and Mingming, C. (Jake). (2016). “Introducing servicescape knockoffs: Understanding consumer acceptance and rejection of inauthentic retail establishments,” Journal of Business Research, 69 (7), 2448 – 2455. Selected for publication as part of the Global Marketing Conference, Singapore 2014, selected as a best in track manuscript. 

Rosenbaum, Mark S., and Van De Velde, J. (2016). “The effects of yoga, massage, and Reiki sessions on cancer resource center members’ well-being,” Clinical Journal of Oncology Nursing, 20 (3), E77 – 81. 

Rosenbaum, Mark S., Otalora, M.L., and Ramirez, G.C. (2016). “The restorative potential of shopping malls,” Journal of Retailing and Consumer Services, 31, 157-165.

Tsiotsou, R. and Rosenbaum, Mark S. (2016). “Services in the new economic and social landscape,” Journal of Services Management, 27 (2), introduction.

Rosenbaum, Mark S., Russell-Bennett, R., and Drennan, J. (2015). “Commercial friendships between gay sales associates and straight female customers in luxury settings: A proposed theoretical framework,” Journal of Retailing and Consumer Services, 27, 179-186.

Martin, D., Rosenbaum, Mark S., and Ham, S. (2015). “Marketing tourism and hospitality products worldwide: Introduction to the special issue,” Journal of Business Research, 68 (9), 1819-1821.

Rosenbaum, Mark S. (2015). “Guest editorial: Transformative service research: Research that matters,” Services Industries Journal, 35 (15/16), 801-805. Special issue editor, Transformative Service Research II, Rosenbaum, Mark S., Ed.

Rosenbaum, Mark S. (2015). “Guest editorial: Transformative service research: Focus on well-being,” Service Industries Journal, 35 (7/8), 363-367. Special issue editor, Transformative Service Research. Mark S. Rosenbaum, Ed. 

Rosenbaum, Mark S., and Wong, I.A. (2015). “Green marketing programs as strategic initiatives in hospitality,” Journal of Services Marketing, 29 (2), 81–92.    

Rosenbaum, Mark S., and Wong, I.A. (2015). “If you install it, will they use it?” Understanding why hospitality customers take ‘technological pauses’ from self-service technology,” Journal of Business Research, 68 (9), 1862-1868. Selected for publication as part of the Global Marketing Conference, Seoul, 2012; selected as a best in track manuscript.

Rosenbaum, Mark S., Otalora, M.L. and Ramirez, G.C. (2015). “Promoting problem-based learning in retailing and services marketing course curricula with reality television,” Journal of Education for Business, 90 (4), 182-191.

Rosenbaum, Mark S., Sweeney, J., and Massiah, C. (2014). “The restorative potential of senior centers,” Managing Service Quality, 24 (4), 363-383.

Anderson, L., Ostrom, A.L., Corus, C., Fisk, R.P., Gallan, A.S., Giraldo, M., Mende, M., Mulder, M., Rayburn, S.W., Rosenbaum, Mark S., Shirahada, K. and Williams, J.D. (2013). “Transformative service research: An agenda for the future,” Journal of Business Research, 66 (8), 1203-1210. Recipient Emerald Citations of Excellence, 2016.

Rosenbaum, Mark S., Massiah, C. and Wozniak, R. (2013). “Social commonalities and subjective discounts,” International Journal of Retailing and Distribution Management, 41 (9), 671– 687.

Rosenbaum, Mark S., and Smallwood, J. (2013). “Cancer resource centers as third places,” Journal of Services Marketing, 27 (6), 472 – 484.

Rosenbaum, Mark S., Daunt, K. and Jiang, A. (2013). “Craigslist exposed: The Internet mediated hookup,” Journal of Homosexuality, 60 (4), 505-531.

Rosenbaum, Mark S., Moraru, I., and Labrecque, L. (2013). “A multicultural service sensitivity exercise for marketing students,” Journal of Marketing Education, 35 (1), 5-17. Awarded best paper at the Marketing Educator’s Conference 2012, Long Beach, California.

Rosenbaum, Mark S., Walsh, G., and Wozniak, R. (2012). “Family allowances as reverse retail discrimination,” International Journal of Retail and Distribution Management. Selected as a best paper at the American Associate of Collegiate Retailing Association (ACRA) Spring Conference, 40 (5), 342-359. 

Rosenbaum, Mark S., and Martin, D. (2012). “Wearing community: Why customers purchase a service firm’s logo products,” Journal of Services Marketing, 26 (5), 310-321. Selected as Best in Track paper at the American Marketing Association.

Rosenbaum, Mark S., and Walsh, G. (2012). “Service nepotism in the marketplace,” British Journal of Management, 23(2), 241–256. (Appeared in Online First, 2011).

Rosenbaum, Mark S., and Wong, I.A. (2012). “The effect of instant messaging services on society’s mental health,” Journal of Service Marketing, 26 (2), 124-136.

Spears, Daniel L., and Rosenbaum, Mark S. (2012). “The packaged tourist: A Japanese and American perspective,” Tourismos, 7 (1), 19-40.

Wong, Ipkin A., and Rosenbaum, Mark S. (2012). “Beyond hardcore gambling: understanding why mainland Chinese visit casinos in Macau,” Journal of Hospitality & Tourism Research, 36 (1), 32 – 51. 

Rosenbaum, Mark S., and Smallwood, J.A. (2011). “Cancer resource centres: Transformational services and restorative servicescapes,” Journal of Marketing Management, 27 (13/14) 1404-1425. Selected as a best paper finalist at the Academy of Marketing 2011 Conference.

Rosenbaum, Mark S., Sweeney, J. and Smallwood, J. (2011). “Restorative cancer resource center servicescapes,” Managing Service Quality, 21 (6), 599-616. Selected as a best paper at the Australian and New Zealand Marketing Academy 2010 Conference.

Rosenbaum, Mark S., Corus, C., Ostrom, A.L., Anderson, Fisk, R.P., Gallan, A.S., Mende, M., Mulder, M., Giraldo, M., Rayburn, S.W., Shirahada, K., and Williams, J.D. (2011). “Conceptualization and aspirations of transformative service research,” Journal of Research for Consumers, Issue 19. Available here.

Rosenbaum, Mark S. and Massiah, C. (2011). “An expanded servicescape perspective,” Journal of Service Management. Special issue, selected as a best paper at the American Marketing Association Services Marketing Special Interest Group (SERVSIG; Ray Fisk and Lia Patrcio Guest Editors), 22 (4),  471-490. 

Rosenbaum, Mark S., Kuntze, R. and Ross-Wooldridge, B. (2011). “Understanding unethical retail disposition practice and restraint from the consumer perspective,” Psychology & Marketing, 28 (1), 29-52.

Rosenbaum, Mark S. and Wong, I.A. (2010). “Value equity in event planning: A case study of Macau.” Special issue on latest trends in tourism, Marketing Intelligence and Planning, 28 (4), 403-417.

Rosenbaum, Mark  S., Sweeney, J., and Windhorst, C. (2009). “The restorative qualities of an activity-based, third place café for seniors: Restoration, social support, and place attachment at Mather’s—More-Than-a- Café,” Seniors Housing & Care Journal, 17 (1), 3954.

Rosenbaum, Mark S. (2009). “The restorative potential of commercial servicescapes,” Journal of Service Management. Special issue for American Marketing Association SERVSIG International Research Conference 2008 “Best Conference Papers” recipients, 20 (2), 173-191.

Rosenbaum, Mark S. and Wong, I.A. (2009). “Modeling customer equity, SERVQUAL, and ethnocentrism: A Vietnamese case study,” International Journal of Service Industries Management. Special issue on Southeast Asian marketing, Jochen Wirtz guest editor, 20 (5), 544-560.

Rosenbaum, Mark S. (2009). “Exploring commercial friendships from the employees’ perspectives,” Journal of Services Marketing, 23 (1), 57-67.

Rosenbaum, Mark S. and Spears, D.L. (2009), “Using group comparisons in AMOS to explore shopping as a travel driver,” International Journal of Culture, Tourism and Hospitality Research, 3(4), 313 – 325.

Rosenbaum, Mark S. (2008). “Return on community for consumers and service establishments,” Journal of Service Research,” 11 (2), 179-196. Best Article Award Finalist for 2008.

Rosenbaum, Mark S. (2008). “Doing quantitative grounded theory: A theory of trapped travel consumption,” Grounded Theory Review, 7 (3), 83-91.

Rosenbaum, Mark S., Ward, J.. Walker, B.A., and Ostrom, A.L. (2007). “A cup of coffee with a dash of love: An investigation of commercial social support and third-place attachment,” Journal of Service Research, 10 (1), 43-59. Best Article Award Finalist for 2007.

Rosenbaum, Mark S., and Wong, I.A. (2007). “The darker side of the servicescape: A case study of the Bali syndrome,” International Journal of Culture, Travel, and Hospitality Research, 1 (3), 161-174.

Rosenbaum, Mark S. (2007). “The hedonic repeat visit: Exploring consumption differences between first-time and repeat Japanese visitors in Hawaii,” Tourism Analysis, 11 (5), 289-295.

Rosenbaum, Mark S., and Massiah, C. (2007). “When customers receive support from other customers: Exploring the influence of intercustomer social support on customer voluntary performance,” Journal of Service Research, 9 (3), 257-270.

Rosenbaum, Mark S., and Montoya, D. (2007). “Exploring the role of ethnicity in place avoidance and approach decisions,” Journal of Business Research, 60 (3), 206-214.

McCabe, D., Rosenbaum, Mark S., and Yurchisin, J. (2007). “Perceived service quality and shopping motivations:  A dynamic relationship,” Services Marketing Quarterly, 29 (1), 1-21. 

Rosenbaum, Mark S. (2006). “Exploring the social supportive role of third places in consumers’ lives,” Journal of Service Research, 9(1), 59-72.

Rosenbaum, Mark S., and Spears, D.L. (2006). “Who buys what? Who does that? The case of Golden Week in Hawaii,” Journal of Vacation Marketing, 12 (3), 246-255.

Rosenbaum, Mark S. and Spears, D.L. (2006). “Legalization of gambling in Hawaii:  An empirical re-inquiry,” Journal of Travel and Tourism Marketing, 20 (3/4), 145-151.

Rosenbaum, Mark S. and Spears, D.L. (2006). “An exploration of spending behaviors among Japanese tourists,” Journal of Travel Research, 44 (4), 467-473.   

Rosenbaum, Mark S. and Spears, D.L. (2005). “Who buys that? Who does what? Analysis of cross-cultural consumption behaviors among tourists in Hawaii,” Journal of Vacation Marketing, 11 (3), 235-247.

Rosenbaum, Mark S., Massiah, C., and Donald W. Jackson J. (2005). “The role of trust in professional services relationships,” Services Marketing Quarterly, 27 (3), 115-135.

Rosenbaum, Mark S., Ostrom, A., and Kuntze, R. (2005). “Loyalty programs and a sense of community,” Journal of Services Marketing, 19 (4), 222-233.

Rosenbaum, Mark S. (2005). “Meet the cyberscape,” Marketing Intelligence and Planning, 23 (7), 636-647.

Rosenbaum, Mark S. (2005). “The symbolic servicescape: Your kind is welcomed here,” Journal of Consumer Behaviour, 4, 257-267.

Rosenbaum, Mark S., and Kuntze, R. (2004). " Looking good at the retailer's expense: Investigating unethical retail disposition behavior among compulsive buyers.,” Journal of Retailing and Consumer Services, 12 (3), 217-225. 

Rosenbaum, Mark S. and Kuntze, R. (2003). “The relationship between anomie and unethical retail disposition" Psychology and Marketing, 20 (12), 1067-1093. 

Widmier, S., Rosenbaum, Mark S., and  Jackson, D.  Jr. (2003), “Keys to implementing productive sales force automation,” Marketing Management Journal, 13 (1), 1-13.

Naumann, E.,  Jackson, D. Jr., and Rosenbaum, Mark S. (2001). “How to implement a customer satisfaction program,” Business Horizons, 44 (1), 37-46.

Book chapters

Rosenbaum, Mark S., and Massiah, C. (2013). “The challenge of managing a service context in serving customers: Global reflections on services marketing,” in Serving Customers: Global Services Marketing Perspectives, Ray Fisk, Rebekah Russell-Bennett, and Lloyd Harris, eds. Tilde University Press.

Rosenbaum, Mark S. (2012). “Progressing from theoretical generation to theoretical verification using IBM SPSS Amos Structural Equation Modeling software,” in Grounded theory: Philosophy, Method, and the Work of Barney Glaser, eds. Boca Raton, FL: Brown Walker Press, 283-296.

Rosenbaum, Mark S., and Massiah, C. (2010). “Beyond the physical servicescape: How social, symbolic, and restorative servicescapes influence consumer behavior,” in Environmental Psychology: New Developments, eds. Jorge Valentin and Lucila Gamez, Hauppauge, NY: Nova, 195-210.

Rosenbaum, Mark S., and Wong, I.A. (2008). “When tourists desire an artificial culture: The Bali syndrome in Hawaii,” in Tourism Management: Analysis, Behaviour, and Strategy, ed. Arch Woodside and Drew Martin, Oxfordshire, UK: CABI, 174-184.

Invited "Think Tank" conferences / workshop sessions

“Theorizing beyond the horizon: Service research in 2050,” November 3-5, 2017 hosted by The University of Queensland and the Australian National University, Brisbane, Australia. All invited tracks will be published in the Journal of Service Management.

Transformative Consumer Research Conference, Cornell University, June 18-20, 2017.

Healing multiculturalism: Challenges, tensions and opportunities track. In conjunction with Association of Consumer Research and Journal of Business Research.

Professional affiliations and/or consulting experiences

  • Consult with Maries Stopes Vietnam on improving the client / patient experience throughout Vietnam
  • Consultanted with McDonald’s, Abbott Nutritional Products, Caterpillar, LivingWell Cancer Center, Calamos Investments, and Jewel-Osco