Rate My Professor Mark Pelletier

Mark J. Pelletier is an Associate Professor of Marketing in the Cameron School of Business at the University of North Carolina Wilmington. He earned a BSBA with a concentration in Marketing from the University of Nevada, Las Vegas, an MBA with dual concentrations in Marketing and Management from the University of Wisconsin–Whitewater, and a Ph.D. in Marketing from Mississippi State University. Joining the faculty in the 2017-18 academic year, he has risen to associate professor and currently serves as President of the Society for Marketing Advances (SMA), promoting rigorous research, innovative teaching, and collaboration among marketing academics worldwide. Pelletier is actively involved in university service as a member of the UNCW Faculty Senate, where he contributes to governance, curriculum development, and strategic planning. He also acts as the France Liaison for UNCW's partnership with KEDGE Business School in Marseille, overseeing academic advising for dual-degree and study abroad programs and leading immersive summer experiences combining coursework, company visits, and cultural immersion.

Pelletier's research centers on customer service encounters, social media, and experiential marketing, with emphasis on consumer psychology, emotions, expectations, and well-being in service and digital environments. He studies service interaction dynamics like interruptions and employee behavior, digital well-being including the Joy of Missing Out (JOMO), digital detox, online review manipulation (reviews in the dark), and the influence of AI and emerging technologies on frontline experiences. His scholarship appears in leading journals such as the Journal of Business Research, Journal of Service Research, Journal of Services Marketing, and European Journal of Marketing. Key publications include 'One size doesn’t fit all: a uses and gratifications analysis of social media platforms' (Journal of Research in Interactive Marketing, 2020), 'Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter' (Journal of Business Research, 2018), '#IHateYourBrand: adaptive service recovery strategies on Twitter' (Journal of Services Marketing, 2017), and 'Experiential purchase quality: Exploring the dimensions and outcomes of highly memorable experiential purchases' (Journal of Service Research, 2018). In teaching, he delivers courses in professional selling, sales management, and advanced sales, utilizing role-plays, negotiations, and real-world projects to build practical skills. Pelletier received the UNC Wilmington Chancellor’s Teaching Excellence Award in 2023 for his dedication to experiential learning and student mentorship.