Ronald Ferguson

Associate Professor, Department of Management

Dr. Ronald Ferguson joined Concordia University as an Assistant Professor in 2001 after teaching in the John Molson School of Business as a Visiting Professor. Dr. Ferguson's undergraduate and graduate degrees are from the University of Western Ontario and the University of Michigan respectively. In 1991, he graduated from the John Molson School of Business’s Executive MBA Program. Dr. Ferguson is an Associate Professor in the Department of Management and a past Director of the John Molson MBA Program. He teaches Organizational Behaviour and event management. In 2008-2009, he was the recipient of the Dean’s Award for Teaching Excellence (Graduate).

Dr. Ferguson is the Canadian representative on the Board of the European Academy of Management. He was formerly a Full Professor in the Department of Kinesiology and Associate Professor in Social and Preventive Medicine at the University of Montreal. As a researcher at the Montreal Heart Institute, he published over 40 papers in the area of cardiovascular physiology and cardiac rehabilitation in journals such as: Circulation, American Journal of Cardiology, American Journal of Physiology and Journal of Applied Physiology. In recent years, he has published articles on service management and marketing in the Journal of Service Management, Journal of Business-to-Business Marketing, Journal of Business Research, Journal of the Academy of Marketing Sciences, Journal of Small Business and Enterprise Development, European Journal of Marketing, the International Journal of Service Industry Management, the International Journal of Bank Marketing and Managing Service Quality.

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Selected Research

Refereed Journal Articles

Ferguson, R.J., M. Paulin and J. Bergeron, (2010) “Customer Sociability and the Total Service Experience: Antecedents of Positive Word-of-Mouth Intentions”, Journal of Service Management, 21 (1), 25-44.

Paulin, M. and R.J. Ferguson (2010), “Relational Norms in Interfirm Exchanges: from Transactional Cost Economics to the Service-Dominant Logic”, Journal of Business-to-Business Marketing, 17 (4), 365-405.

Ferguson, R.J., Paulin, M. and Leiriao, E. (2008), “Loyalty and Positive Word-of-Mouth: Patients and Hospital Personnel as Advocates of a Customer-Centric Health Care Organization”, Health Marketing Quarterly, Vol. 23 No. 3, pp. 59-78.

M. Paulin, R.J. Ferguson and J. Bergeron (2006) “Service Climate and Organizational Commitment: The Importance of Customer Linkages.”Journal of Business Research. 59 906-915.

Ferguson R.J., M. Paulin, K. Moeslein, and C. Muller (2005), Relational Governance, Communication and the Performance of Biotechnology Partnerships. Journal of Small Business & Enterprise Development. 12 (3): 395-408.

Ferguson R.J., M. Paulin and J. Bergeron (2005), “Contractual Governance, Relational Governance, and the Performance of Interfirm Service Exchanges: The Influence of Boundary-Spanner Closeness” Journal of the Academy of Marketing Sciences. 33 (2): 217-234.

Paulin, M., R.J. Ferguson and M. Payaud (2000), “Effectiveness of Relational and Transactional Cultures in Commercial Banking: Putting Client-Value into the Competing Values Model”, International Journal of Bank Marketing, Vol. 18, No 7, 328-337.

Paulin, M., R.J. Ferguson and M. Payaud (2000), “Business Effectiveness and Professional Service Personnel: Relational or Transactional Managers?”, the European Journal of Marketing, “Services Marketing: People”, Vol. 34, Issue 3/4 (March/April), 453-471.

Paulin, M., R.J. Ferguson and A-M Alvarez Salazar (2000), “External Effectiveness of Service Management: A Study of Business-to-Business Relationships in Mexico, Canada and the United States”, International Journal of Service Industry Management, Service Research in Latin America Vol. 10, (5), 409-429.

Ferguson, R.J., M. Paulin, C. Pigeassou and R. Gauduchon (1999), “Assessing Service Management Effectiveness in a Health Resort: Implications of Technical and Functional Quality”, Managing Service Quality, 9 (No.1), 58-65.

Paulin, M., J. Perrien, R.J. Ferguson, A-M Alvarez Salazar and M.L. Seruya (1998), “Relational Norms and Client Retention: External Effectiveness of Commercial Banking in Canada and Mexico”, International Journal of Bank Marketing, 16 (No. 1), 24-31.

Paulin, M., J. Perrien and R.J. Ferguson (1997), “Relational Contract Norms and the Effectiveness of Commercial Banking Relationships”, International Journal of Service Industry Management, 8 (No. 5), 435-452.