Rate My Professor Mark Pelletier

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.