ST. JOHN’S Spring 2019

T P J. T NEWS AND INSIGHT FROM THE PETER J. TOBIN COLLEGE OF BUSINESS BusinessC  B 

DEAN IN DAVOS NOREAN R. SHARPE, PH.D., PARTICIPATES IN WORLD ECONOMIC FORUM

TRUST AND CONTROL CHRISTOPHER P. LONG, PH.D., ANALYZES THE SUPERVISOR AND EMPLOYEE RELATIONSHIP SERVICE MARKETING Research by Joan Ball, Ph.D., and Timothy Keiningham, Ph.D., examines how marketing improves customer experiences T P J. T ST. JOHN’S BUSINESS | Vol. 3 No. 1 Spring 2019 C  B 

FEATURES 10 Improving the 14 The Dean Goes Customer to Davos Experience Norean R. Sharpe, Ph.D., Dean of The Peter J. Tobin To keep customers coming College of Business, back, two professors from discusses the future of The Peter J. Tobin College business education and her of Business offer tips to participation in the World improve the customer expe- Economic Forum in January. rience and increase profits.

DEPARTMENTS

2 From the Dean 6 Going Global 15 Alumni Profiles Norean R. Sharpe, The Tobin College hosts and Class Notes Ph.D., reflects on student 25th Annual International Detailed profiles of John success and innovative Vincentian Business Ethics P. “Jack” Clarke, Esq. programs within the Conference in New York; ’55CBA, ’57L; William Tobin College. Global Loan Opportunities G. Schaeffer ’73CBA; for Budding Entrepreneurs Thomas J. Cox ’82CBA; 3 Tobin Trends program receives St. John’s and Paul F. Naughton The Tobin College Spirit of Service Award. ’69MBA. Also, get up remembers Mary P. to date on your Tobin Tobin ’00HON; CEO 8 Faculty classmates. Seminar Series features Scholarship Kenneth G. Langone, Stephen J. Mildenhall, 20 President‘s Perspective cofounder of The Home Ph.D., tests a model to make St. John’s University Depot. it easier to understand and President Conrado price insurance models, and “Bobby” Gempesaw, Christopher P. Long, Ph.D., Ph.D., believes Tobin deconstructs the relation- College students and ship between supervisors alumni build a better and employees. world.

Editor Contributors Alumni should send Chris Blose Calvin Hennick address changes to Jennifer Lubell William G. Schaeffer Dean Managing Editor Melanie Padgett Powers ’73CBA, Director Norean R. Sharpe, Ph.D. Tim Gregorski of Development, at St. John’s Business 718-990-6802; Director of Communications Art Director welcomes inquiries, [email protected]. and Marketing Allison Merten opinions, and comments Syd Steinhardt from its readers. Please send Project Manager an email to Syd Steinhardt Design and Production Amy Fabbri at [email protected]. St. John’s University students in three courses—Service Marketing (undergraduate and graduate) and International Business—traveled to Barcelona, Spain, with Associate Professor of Marketing Joan Ball, Ph.D., in their March 2019 Global Destination Course.

2 ST. JOHN’S BUSINESS | Spring 2019 CONTENTS www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 1 FROM THE DEAN

TOBIN COLLEGE TOBIN TRENDS CONTINUES TO BUILD MOMENTUM NOREAN R. SHARPE, PH.D., REFLECTS ON Honoring Mary P. Tobin ’00HON STUDENT SUCCESS AND INNOVATIVE PROGRAMS WITHIN THE TOBIN COLLEGE. rustee Emerita College of Business Administration was renamed The Peter Mary P. Tobin J. Tobin College of Business in Mr. Tobin’s honor. T ’00HON, wife of In 2009, she was elected to the Board of Trustees, where Peter J. Tobin ’65CBA, she served for seven years. She left the Board in 2016, and ’96HON, passed away on that same year, she was made Trustee Emerita. s The Peter J. Tobin College of Business September 27, 2018, on the In 2000, St. John’s recognized Mrs. Tobin’s many continues to strengthen its faculty research Feast of St. Vincent de Paul. contributions by conferring on her an honorary doctorate. profile, I am proud to present the fourth She was 72. In 2005, she was awarded the Spirit of Service Award, in issue of St. John’s Business magazine. Born Mary Gamble in the recognition of a life lived in accordance with the Vincentian One pillar of success I want to high- Bronx, NY, she married Peter philosophy of caring and concern for others. Mr. and Mrs. light in particular is service marketing. in June 1966. After raising Tobin were also recognized as affiliates of the Congregation This is a growing area of scholarship, their two children, Kristin of the Mission. being led by Timothy Keiningham, Ph.D., Mary P. Tobin ’00HON and Peter G., she returned An ardent supporter of causes that benefited vulnerable and Joan Ball, Ph.D., who are active to college in the late 1970s, populations, Mrs. Tobin was Board Chair of St. John’s scholars in the international community. In addition, completed her Bachelor of Science degree at Pace Univer- Bread & Life, a nonprofit organization that operates a soup Athis issue features the research of Stephen J. Mildenhall, Ph.D., in the School of Risk sity, and began a career as a computer programmer at Bell kitchen, food pantry, and other services for individuals Management, Insurance and Actuarial Science, and Christopher P. Long, Ph.D., in the Laboratories, Inc. experiencing food insecurity. She was also a member of its Management Department. I am proud to report A firm believer that assisting a family will only serve to Sponsor a Family Committee, working to provide 1,800 Other successes include the Global Loan Opportunities for Budding Entrepreneurs strengthen its bonds, Mrs. Tobin worked tirelessly as Man- needy families with children’s gifts, and served as Dinner program, which was honored with the Spirit of Service Award at the President’s Dinner that our periodic five- aging Trustee of the Tobin Family Foundation, providing Chairperson for the Johnny’s Angel Awards, which raised in November 2018. Receiving this award is symbolic of the priority and emphasis the year review and visit help and support to families with special needs in the areas funds for the organization. Tobin College continues to place on active learning, the study of sustainability, and the by the Association to of housing, health, and education. A member of the New York Advisory Committee of importance of a global experience for our students. I am grateful for the dedication of Advance Collegiate After her husband, Peter, was named Dean of the Uni- All Hallows College, a Vincentian international center for all of our faculty and staff as we continue to focus on student success. Schools of Business versity’s College of Business Administration in 1998, Mrs. theology and ministerial development based in Ireland, Furthermore, I am proud to report that our periodic five-year review and visit by the Peer Review Team in Tobin began donating her services to the College as Director she also cochaired the College’s first benefit dinner in the Association to Advance Collegiate Schools of Business (AACSB) Peer Review Team in of Special Projects. In 1999, the Tobins made a donation of United States. January was successful. We earned high praise for our increased enrollment, improved January was successful. more than $10 million to the University. At the time, it was Mrs. Tobin is survived by her husband, Peter; her chil- academic metrics, growth in faculty scholarly productivity, and implementation of new —Dean Norean R. Sharpe, Ph.D. the largest single donation in the history of St. John’s. The dren, Kristin and Peter G.; and several grandchildren. innovative programs—such as our Tobin CEO Seminar Series, Tobin Graduate Intensive Foundation Program, Tobin Dean’s Distinguished Scholars Program, Applied Finance Institute, as well as new MBA programs in real estate, fintech, and sustainability. I hope you enjoy reading the alumni profiles of John P. “Jack” Clarke, Esq. ’55CBA, ’57L; William G. Schaeffer ’73CBA; Thomas J. Cox ’82CBA; and Paul F. Naughton ’69MBA. As always, I am grateful for the service and generosity of our alumni. A(nother) Day on Wall Street Go Red Storm! The annual Day on Wall Street took place in November when 43 undergraduate business students visited the Sincerely, corporate offices of PIMCO Investments, Standard & Poor’s, and the New York Stock Exchange. The students attended on-site discussions led by a to- tal of 13 industry speakers, with topics covering invest- Norean R. Sharpe, Ph.D. ment banking, financial planning, statistical analytics, Dean regulation, global financial markets, and professional Joseph H. and Maria C. Schwartz Distinguished Chair paths. Professor of Decision Sciences The annual event is organized by the Tobin Alumni Forty-three undergraduate business students took part in the annual Day on Wall Street The Peter J. Tobin College of Business Association. event, organized by the Tobin Alumni Association.

2 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 3 TOBIN TRENDS

MEDIA MENTIONS CEO Seminar Series Features Tobin Alumna AND AWARDS Kenneth G. Langone Wins Award

for Video Herbert M. Chain, Stephen J. Mildenhall, Mr. Langone spent much of the time M.B.A., M.S., C.P.A. M.S. Ph.D. talking about The Home Depot, the home Case Study Assistant Professor of Assistant Professor of Risk improvement supply retailer that he found- Accountancy and Executive Management and Insurance ed in 1978 with Bernie Marcus and Arthur Director of the Tobin Center Blank. for Executive Education “Unsexy Actuaries Are 97.28892% Certain They Asked by Dean Sharpe about the impor- “Transparency a Game- Need Stronger Brand” tance of culture, Mr. Langone answered Changer for Auditor Bloomberg, November 30, by citing the entrepreneurial spirit that he Evaluations” 2018 believes makes The Home Depot unique, and Compliance Week, March 18, offered stories of how empowered employees 2019 Iris Mohr, Ph.D. contribute to the company’s success. Chair and Associate Professor of Marketing “We have 3,000 kids today who are Charles M. Clark, multimillionaires,” he said. To illustrate Ph.D. “Retailers Push the Season how employees can grasp opportunities at Chair and Professor of by Getting a Jump on Black the company, he proudly told the story of Economics Friday” Kenneth G. Langone, founder Sourcing Journal, November ntrepreneur and philanthropist Anne-Marie Campbell, who started out as a “The Church and Basic of The Home Depot, signs a 25, 2018 copy of his autobiography for Kenneth G. Langone, cofounder part-time cashier in 1985 and now oversees Income Proposals” Peter M. Sharpe, Jr. ’19MBA, of The Home Depot, discussed his 1,700 stores and 340,000 employees as an Angelica Cruz ’18 TCB OSV Newsweekly, January 4, following the October Tobin Anthony M. Sabino, career and cultural philosophy with Executive Vice President. 2019 CEO Seminar Series. E Esq. Norean R. Sharpe, Ph.D., Dean of The Peter Mr. Langone expressed his gratitude for the “Ireland Near Bottom Professor of Law J. Tobin College of Business, at St. John’s opportunities that this country has provided ngelica Cruz ’18TCB won the of Table in Meeting UN “When Should You Consider University this past October. him. “There is no other country like this. I 2018 AIM2Flourish Award for Development Goals” Filing for Bankruptcy?” The conversation was part of the annual could not do this anywhere else,” he said. Athe video case study “Escaping The Irish Times, February 22, Lending Tree, October 15, 2018 Tobin CEO Seminar Series, in which executives At the end of the session, Mr. Langone Poverty and Producing Fair Trade,” 2019 are asked to share their thoughts on a wide attended a reception where he spoke with stu- which was her Spring 2017 academic range of issues—from economic policies and dents and autographed copies of his autobiog- service-learning project. Ms. Cruz “Why Data Mining is A Two- Sided Coin for States and trends to career advice for M.B.A. students. raphy, I Love Capitalism! An American Story. profiled Fairtrasa, a company that Patrick R. Colabella, Cities” promotes fair trade and helps small-scale M.B.A., Ed.D. Associate Professor of The Bond Buyer, November urban farmers in South America to sell Accountancy 30, 2018 their products. “Financial Transaction Tax The prize was given by AIM2flourish, Could Actually Ease Our “Bankruptcy Leaves Lights! Camera! Sustainable Action! an initiative of the Principles For National Debt” Detroit Police Abuse Claims Responsible Management Education The Hill, November 1, 2018 Unpaid” (PRME), of which The Peter J. Tobin The Associated Press, ris Mohr, Ph.D., Associate Professor and Chair of Marketing, can now add College of Business is a Champion December 29, 2018 another title to her biography: award-winning filmmaker. Timothy Institution. PRME supports the United Dr. Mohr’s seven-minute documentary, #sustainUP, won the Impact DOCS Keiningham, Ph.D. Norean R. Sharpe, I Nations’ 17 Sustainable Development Award of Recognition for Documentary Short. The documentary also was an offi- J. Donald Kennedy Ph.D. Goals, which were established in 2015 cial selection of the Socially Relevant Film Festival, which took place in March in Endowed Chair in Dean as a call to action to address issues of E-Commerce and Associate New York, as well as the 13th annual Manhattan Film Festival, which took place “The Big Picture: Drivers poverty, inequality, and climate change. Professor of Marketing in New York in April. of Change and the Road “I am so excited to be a 2018 The film, #sustainUP, highlights some of the environmental devastation wrought “Sadık Müiteri Sanıldıiı Ahead for Business Schools” AIM2Flourish Award recipient,” said Kadar Iyi Deiildir” by the international garment industry and features interviews with designers and Blackboard Blog, October 24, Ms. Cruz. “I hope that shining a light MediaCat, November 6, 2018 2018 retailers who aim to minimize that damage through sustainable fashion. on the incredible work that Fairtrasa Dr. Mohr’s film grew out of her long-standing interest in sustainable fashion. It is does shows that doing business that “El Vértigo Ante la the product of her course at the New York Film Academy, from which she received Velocidad del Cambio” creates equal, equitable, and sustainable a Certificate in Documentary Filmmaking in 2018. Levante El Mercantio opportunity will help us accomplish the Valenciano, March 6, 2019 Sustainable Development Goals.” Iris Mohr, Ph.D., Associate Professor and Chair of Marketing, was awarded the Impact DOCS Award of Recognition for Documentary Short for her documentary #sustainUP.

4 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 5 GOING GLOBAL IVBEC 2018 was attended by nearly 200 participants Tobin College programs continue to provide business education around the world. and featured more than 150 submitted research presentations by authors from 25 countries and 87 universities around the world.

The conference was attended by nearly 200 participants and featured more than 150 submitted research presentations by au- GLOBE thors from 25 countries and 87 universities around the world. In addition to the academic sessions, plenary sessions were held Receives to highlight sustainability initiatives from both industry and academia. Industry perspectives were offered by executives from four Spirit of different industry sectors and included talks by Melissa J. Don- nelly, Senior Manager of Global Supply Chain Sustainability at Service Campbell Soup Co.; Andrew Kassoy, cofounder and Managing Partner of B Lab; Patricia Murphy, Senior Vice President of Award Wealth Management, the Murphy Wealth Consulting Group, UBS; and Michael J. Morrissey, President and CEO of the Inter- national Insurance Society. An academic perspective on sustainability and business ethics research was moderated by Linda M. Sama, Ph.D., Associate Global Loan Opportunities for Budding Entre- Dean for Global Initiatives and Executive Director of the Cen- preneurs (GLOBE), a student-managed aca- ter for Global Business Stewardship at St. John’s University. demic program at The Peter J. Tobin College The panel consisted of Brendan Pastor, Communications of Business, received the St. John’s University’s and Client Engagement Manager, Principles for Responsible Spirit of Service Award at the 21st Annual Management Education; Dorte Salskov-Iversen, Ph.D., Head of President’s Dinner held in November 2018. the Department of Management, Society and Communication, The Spirit of Service Award was given in recognition of GLOBE’s embodiment of the Joyce E. A. Russell, Ph.D., Dean of the Villanova School of Business, Villanova University; Donna Rapaccioli, Ph.D., Dean of the Gabelli School of Business, Fordham University; Copenhagen Business School; Claire Sommer, Director, AIM- Dorte Salskov-Iversen, Ph.D., Head of the Department of Management, Society and Communication, Copenhagen Business School; Norean R. Sharpe, Ph.D., Dean of The 2Flourish; and David Steingard, Ph.D., Associate Director of the University’s Catholic and Vincentian values Peter J. Tobin College of Business, St. John’s University; Joyce A. Strawser, Ph.D., Dean of the Stillman School of Business, Seton Hall University; and Joseph DiAngelo, Ed.D., in its work. The GLOBE program provides Dean of the Erivan K. Haub School of Business, Saint Joseph’s University, participated in a panel on academic perspective on sustainability and business ethics research. Pedro Arrupe Center for Business Ethics and Associate Profes- sor, Saint Joseph’s University. microloans to entrepreneurs in the developing A Deans’ Panel, moderated by Dean Norean R. Sharpe, world. Students in the GLOBE program are ed- ucated about the world of microfinance while he Peter J. Tobin College of Business Ph.D., featured the deans of six prominent business school: helping poor families out of poverty. and the Center for Global Business Joyce E. A. Russell, Ph.D., the Helen and William O’Toole St. John’s Hosts Linda M. Sama, Ph.D., Associate Dean for Stewardship hosted the 25th Annual Dean of the Villanova School of Business, Villanova University; Global Initiatives and Executive Director of International Vincentian Business Joseph DiAngelo, Ed.D., Dean of the Erivan K. Haub School of the Center for Global Business Stewardship at TEthics Conference in October 2018 at the Business, Saint Joseph’s University; Donna Rapaccioli, Ph.D., St. John’s University, accepted the award on Marriott Hotel in New York. Dean of the Gabelli School of Business, Fordham University; GLOBE’s behalf. The theme of this three-day conference was Joyce A. Strawser, Ph.D., Dean of the Stillman School of Busi- IVBEC “People, Planet, Progress: Business Ethics for ness, Seton Hall University; and Dorte Salskov-Iversen, Ph.D., a Global Society,” with a focus on the U.N. Head of the Department of Management, Society and Com- Pictured above: Linda M. Sama, Ph.D., Associate Dean for Global Initiatives and Executive Director of the Center for Global Sustainable Development Goals (SDGs) and munication, Copenhagen Business School. They spoke about Business Stewardship at St. John’s University (center), accepts on how progress and prosperity in business the challenges and opportunities facing higher education today, the St. John’s University’s Spirit of Service Award on behalf of GLOBE from Conrado “Bobby” Gempesaw, Ph.D., President of are achieved in the context of a sustainable including those related to incorporating the teaching of business St. John’s University (left), and William L. Collins ’76C, ’12HON, 2018 future for the planet and all who inhabit it. ethics and sustainability in the business curriculum. Chair of the University’s Board of Trustees. 6 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 7 FACULTY SCHOLARSHIP Risk Made Simple A Matter of Trust and Control When leaders lead in ways that effectively STEPHEN J. MILDENHALL, PH.D., DELVES INTO THE LONG HISTORY OF RISK AND PROFESSOR CHRISTOPHER P. LONG, PH.D., RESEARCHES THE REINSURANCE TO DEVELOP AN EASIER-TO-USE MODEL FOR PORTFOLIOS. COMPLEX RELATIONSHIP BETWEEN SUPERVISORS AND EMPLOYEES. direct and control . employees while BY JENNIFER LUBELL BY SYD STEINHARDT easuring insurance risk—and then figuring out how to gaining their trust, share it—is no easy task. No one understands this better both sides cooperate Mthan Stephen J. Mildenhall, Ph.D., an Assistant Professor at more and perform Tobin’s School of Risk Management, Insurance and Actuarial Science since 2016. Dr. Mildenhall earned his Ph.D. in mathematics from the fter earning his M.P.P. from Harvard University’s John F. Kennedy better overall. University of Chicago and teaches courses in predictive analytics and School of Government, Christopher P. Long, Ph.D., earned his ­—Christopher P. Long, Ph.D., the Paul F. Naughton actuarial science for both the undergraduate and graduate programs. A doctorate from Duke University’s Fuqua School of Business and Associate Professor of Management “Risk is complicated. There are a host of different measures to quan- launched his career at Washington University in St. Louis. tify it,” said Dr. Mildenhall. “The problem is to figure out how to share Dr. Long is the Paul F. Naughton Associate Professor of Management risk: what to retain and what to transfer to others through insurance and conducts research on how leaders address control, trust, and fairness or reinsurance.” issues within complex and dynamic business environments and, in turn, Trained as an actuary, Dr. Mildenhall spent the last quarter century foster high levels of performance. in the insurance industry, working for various insurance carriers, and Dr. Long’s current research, which he terms “control-trust dynamics,” as a reinsurance broker. His work centered on figuring out how to governs the relationship between a supervisor and a subordinate. Those measure and price risk, particularly catastrophic risk. Risk sharing dynamics reflect the balance between control and trust: Control is the and allocation and risk pricing are real-world problems with import- manner in which standards are communicated, how people are monitored ant real-world applications, according to Dr. Mildenhall. and rewarded, and how they are directed and informed, while trust is the It is difficult to understand and price the different layers of an extent to which people are confident that their leaders protect and pro- insurance portfolio, so Dr. Mildenhall’s proposal is to break up that mote their interests. portfolio into smaller layers. This is analogous to how bonds are typi- “It is important to have confidence and trust in your leader,” said Dr. cally tranched, Dr. Mildenhall explained. Long. “When leaders lead in ways that effectively direct and control em- “There is a senior, AAA-rated tranche, which is unlikely to default ployees while gaining their trust, both sides cooperate more and perform and which gets the lowest coupon. Below that, you have layers more better overall. The challenge for leaders is that control and trust build on likely to default with lower ratings and higher coupons. Typically, opposing, often conflicting, psychological mechanisms, so I want to help these are sold to different types of investors,” said Dr. Mildenhall. leaders balance these dynamics.” Breaking up the total risk into smaller and simpler pieces would The difference between Dr. Long’s research and that of other scholars is make it easier to assess and price the total risk. that he considers the issues from the perspective of the leader, as opposed “Each slice is completely described by its probability of default and to that of the employee. can be priced on that basis,” said Dr. Mildenhall. “We have to know what managers face and how they think about these A two-time winner of the Casualty Actuarial Society’s Wood- issues, in addition to understanding what they should do to create ward-Fondiller Prize for the Best Research Paper by A New Fellow, empowered workforces,” said Dr. Long. Dr. Mildenhall said his theory is nearing completion. Beyond incorporating his findings into his courses, Dr. Long has au- He believes the model offers practical guidance to insurance com- thored several papers in top academic journals since arriving at St. John’s panies trying to determine the optimal structure for their policy- in 2017. In addition to his teaching and research, Dr. Long is the Exec- holders, and to regulators concerned with the solvency of insurance utive Director of the Executive-in-Residence Program, which annually companies. selects 72 high-achieving Undergraduate and M.B.A. students to engage “Regulators require companies to disclose their estimated risk ca- in real-world business consulting with actual businesses and nonprofit pacity,” he said. “They need a risk measure to do that.” organizations.

8 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 9 IMPROVING THE CUSTOMER EXPERIENCE How service marketing helps businesses improve customer experiences and increase profits.

BY CALVIN HENNICK

n a way, the words you are reading right now founding member of the Academic Task Force are the result of service marketing and service for the Service Design Network, Associate design. Professor of Marketing Timothy Keiningham, Throughout much of their history, alumni Ph.D., holds the J. Donald Kennedy Endowed magazines mostly published stories focused Chair in E-Commerce. In 2017, Dr. Keining- on the accomplishments of students, faculty, ham won the top honor in the field, taking and alumni, without a great deal of thought home the American Marketing Association’s given to what readers actually wanted to see. award for career contributions to the services Today, they must provide what their readers discipline. Dr. Keiningham coauthored the demand—or request—and often feature stories textbook Service Marketing, as well as other Joan Ball, Ph.D., and Timothy Keiningham, Ph.D. written to provide a service to their audience. books, including The Wallet Allocation Rule, “The old product mentality would be, Why Loyalty Matters, and Loyalty Myths. three more: people, physical environment, and, in some cases, truly revolutionary, ‘Let’s get our best and brightest together “Traditional marketing is about pushing and process. Even the most product-focused products. However, as Dr. Ball explained, in a conference room or R&D lab to come products,” Dr. Keiningham noted. “In service company can embrace service marketing by even tech devices can be viewed through a Iup with the next big thing and then bring marketing, that does not work. It is easy to emphasizing these areas, he said. “service” lens. it to market and drive demand,’” according get somebody to try something. But you need “One of the big arguments that my “We do not buy an iPad to hold an iPad,” to Joan Ball, Ph.D., Associate Professor of to keep people. And keeping people takes colleagues and I make is that there is no she said. “We buy an iPad for the services Marketing at The Peter J. Tobin College of many different things, not just messaging and meaningful distinction between goods and the apps provide when we use it. As service Business at St. John’s University. “A more promotion.” services,” according to Dr. Keiningham. “Ev- researchers and practitioners, we view the service-oriented approach is to ask, ‘What To keep your own customers coming back, erything is a service. The need for customer entire marketplace as identifying needs and do the customers—or readers—need, and follow these tips. satisfaction and retention is equally important providing services to the people who need how might we serve that need in a way that for all firms. It is just that some companies them.” creates value for them and the firm?’” Move Beyond a Product Mindset have a physical product, and some do not.” Dr. Ball noted that Apple takes great care Service marketing is a growing field, and The “four P’s of marketing” are price, prod- Dr. Ball offered the example of Apple. designing not only its products, but also the two of the top scholars in this area are faculty uct, promotion, and place. However, as Dr. The company became one of the most valu- in-store experiences of customers—from the at St. John’s. In addition to Dr. Ball, who is a Keiningham explained, service marketing adds able in the world on the back of its sleek way the store looks to how customers can

10 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 11 (I CAN’T GET NO) CUSTOMER SATISFACTION

tinker with devices to the way store employ- “We encourage people to actually proto- Customer satisfaction is not a metric you can afford to ignore. It affects the United ees approach shoppers. type and test customer experiences in their States economy and can be a key indicator of GDP growth, according to the “That does not happen by coincidence,” organizations,” she said. “By observing American Consumer Satisfaction Index (ACSI), which means widespread decline in she said. “All of that falls under the umbrella actual behavior instead of presumed be- retail customer satisfaction can be problematic. of service design.” havior, you identify pain points that people may not have thought about when they are But that is exactly what is happening, the ACSI found in its Retail and Identify and Assess High- sitting in a focus group.” Consumer Shipping Report 2018–2019 issued in February. The decrease is directly “Traditional Leverage Touch Points Dr. Ball follows her own advice when related, at least in part, to “less-than-stellar customer service.” teaching a course entitled Creativity and marketing is Because service marketing is focused on The report also finds that department and discount stores face many Innovation for Business and Society at retaining—rather than attracting—custom- challenges. “The industry continues to grapple with the shift in demand to online about push- ers, it is important to learn why people are Tobin by asking her students to help create ing products. defecting from your business and patronizing the course syllabus during the first week of shopping, and in-store customer service is not living up to expectations either,” your competitors. class. according to ACSI. In service “I get them working on whiteboards, and “It forces you to look from the outside The ACSI uses data from interviews with roughly 300,000 customers annually marketing, I ask them, ‘If you could design a perfect (i.e., the customers’ perspective), instead of to analyze customer satisfaction with more than 400 companies in 46 industries that does not from the business perspective out to the cus- class, what would it cover?’” she explained. tomer,” Dr. Keiningham noted. “In the end, “Then, as their first assignment, they create and 10 economic sectors. work.” the expert is not the business. The expert is a website and write a blog post outlining –Timothy Keiningham, Ph.D., and describing their perfect course. I use the More information is available at www.theacsi.org. Associate Professor of Marketing the person using the product or service.” and the J. Donald Kennedy Companies can use customer journey content of those posts to create a schedule Endowed Chair in E-Commerce mapping tools to chart out the various ways that incorporates their input and meets the that customers interact with the business and learning goals of the course.” “A more ser- identify pain points. “They need to find ways to get quick feed- vice-oriented Sweat the Small Stuff Companies should not underestimate the leaders should instead view their service back from customers during or shortly after In their zeal to satisfy customers, com- price they will pay for inconveniencing their marketing efforts through a competitive approach is to those interactions,” explained Dr. Ball. panies sometimes shoot for the stars on customers. For example, brick-and-mortar lens—striving to learn how customers view ask, ‘What does As an example, Dr. Ball pointed to the flashy initiatives, while neglecting more retailers sometimes believe they can save not only their companies but also their satisfaction-rating kiosks, where customers the customer—or mundane—but vitally important—aspects money by consolidating their stores. competitors. tap a smile or frown button to express their of service. As Dr. Keiningham explained, “The argu- “Say you rate a grocery store an eight out reader—need, level of happiness, sometimes seen in US “A good example that we see is when ment is usually, ‘We have a store in another of 10,” he said. “The problem is, that eight and how might airports and European supermarkets. companies put all of their efforts into location,’ as though people are going to drive might be the best score you give, it might “You have to get to people while they are we serve that digital tools like mobile apps,” stated Ms. 15 miles instead of five. If they have to pass be the worst score, or it might be tied with involved in an interaction,” according to Dr. Woodall. “They are trying to make the your competitors to get to the other location, everybody else. What really matters is not need in a way Ball. “If you bring someone into a room two customer experience better, and they think they probably will not.” your satisfaction score. It is where you rank that creates weeks later and say, ‘Why did you abandon it is really going to drive satisfaction and versus your competitors.” your cart?’ they might just say, ‘I do not value for them behavior. But sometimes, they find that Dr. Keiningham also noted that com- know.’” Link Efforts to Financial Outcomes they needed to come back and focus on Dr. Keiningham has some contrarian advice: panies need to give more thought about and the firm?’” Feedback from customers can be surpris- some basic aspects of the experience where To make customers happy in a way that who their most profitable customers are –Joan Ball, Ph.D., Associate ing. According to Gina Woodall, President of Professor of Marketing they were underdelivering.” will grow your business, do not focus on and spend more resources targeting that Rockbridge Associates, a marketing research According to Ms. Woodall, those basics improving customer satisfaction. pool. When businesses focus too much on firm, “Sometimes we make assumptions that include factors like wait times at stores and “A company will say, ‘I want to raise improving overall customer satisfaction turn out not to be true. It might turn out that showing customers they care about their my customer satisfaction score to grow my without taking time to understand the full customers do not expect everything in your needs—seemingly simple things that can market share.’ That sounds intuitive, right?” context, efforts to delight customers can store to be in perfect order, and you need to drive customers into the arms of a compet- explained Dr. Keiningham. “It is totally turn into a “black hole” that loses money be thinking about other factors. What is most itor if a company gets them wrong. wrong. There is a strong negative relation- for the company. important is listening to your customers.” “You have to deliver the core deliver- ship between a company’s customer satisfac- “For me, it has always been about linking able,” Dr. Keiningham explained. “You tion level and its market share. Think about to financial outcomes,” Dr. Keiningham ex- Cocreate with Customers cannot miss that. If a customer walks up Walmart. Walmart appeals to a broad range plained. “This is not about being nice. It is To truly deliver what customers want, com- and you say, ‘I do not have the product,’ of people, none of whom think, ‘This is the about showing people how to win by doing panies should involve them early on, accord- you can be smiling and sweet, and they are best store I have ever been to in my life.’” the right thing. Because if they cannot win, ing to Dr. Ball. still not going to be happy.” According to Dr. Keiningham, business they are not going to do it.”

12 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 13 SELF-MADE ALUMNI

THE DEAN GOES TO THE DEAN GOES TO A LIFE OF DEDICATION JOHN P. “JACK” CLARKE, ESQ. ’55CBA, ’57L HAS DEVOTED MORE THAN 60 YEARS TO ST. JOHN’S UNIVERSITY. DAVOS BY MELANIE PADGETT POWERS

NOREAN R. SHARPE, PH.D., DEAN OF THE PETER J. TOBIN COLLEGE OF BUSINESS, ohn P. “Jack” Clarke, Esq. ’55CBA, PARTICIPATED IN THE WORLD ECONOMIC FORUM IN DAVOS, SWITZERLAND. ’57L arrived at what was then the School of Commerce at St. John’s Uni- versity in January 1952 and has devoted The students Jhis entire career to his alma mater. His keep me dedication to his students and the Uni- engaged and versity has earned him the nickname of “Mr. St. John’s.” enthusiastic. orean R. Sharpe, Ph.D., Dean of The Peter J. to attain the distinction of being a UN PRME Champion, Born and raised in Brooklyn’s Park Slope –John P. “Jack” Clarke, Esq. ’55CBA, ’57L, neighborhood by Irish immigrants from Chair of the Law Department, Tobin College of Business, was one of a select Tobin is committed to integrating sustainability into our The Peter J. Tobin College of Business group of international business deans who curriculum. County Mayo, Professor Clarke lost his father attended a Business Roundtable hosted by when he was 9, straining the family’s finances Nthe Principles for Responsible Management Education You noted that another topic of discussion was the state and dashing his college hopes. Learning of (PRME) and Corporate Knights at the World Economic of current business school rankings. Would you elaborate? St. John’s reputation for helping the children Forum on January 23 in Davos, Switzerland. The theme of The focal point of this discussion was a report recently of immigrants, he wrote a letter asking for John’s University School of this year’s roundtable discussion was Sustainable Finance published by UN Global Compact, which was presented financial assistance and was rewarded with a Law Alumni Association’s and the Current State of Business School Rankings. Upon simultaneously to our group in Davos and a second group scholarship. annual luncheon in January, her return from Davos, Dean Sharpe sat down with St. of business school deans in Shanghai the same week. This After earning his business degree in 1955 he recalled the graduates John’s Business to share her experiences and thoughts on report analyzed recent rankings from the Financial Times, and his law degree in 1957, Professor Clarke from the Classes of 1928 to the future of business education. The Economist, US News & World Report, Businessweek, worked at the New York Supreme Court of 2018, whom he has known and Forbes, and provided recommendations to improve Kings County before returning to St. John’s in through his service and What are your key takeaways from your discussions in business school rankings in general. These international 1959 to teach part time and to serve as part- teaching. He proudly noted John P. “Jack” Clarke, Esq. ’55CBA, ’57L Davos? rankings were critiqued for overemphasizing salaries and time Director of Alumni Relations. During his the contributions of so There is a need to break down barriers within our insti- not considering progress in the areas of sustainability, eth- eight years in that post, he became the principal many St. John’s graduates who have gone on to tutions in order to integrate the UN Sustainable Devel- ics, and teaching quality. Possible actions they recommend- fundraiser for the construction of Marillac Hall, become judges, public servants, internationally opment Goals (SDGs) into our finance curriculum. While ed include eliminating salary as a consideration; incor- Newman Hall, and the Main Library at St. recognized lawyers, and legal educators. Among his many honors is his St. John’s many schools discuss the challenges and advantages of im- porating criteria that measure progress toward including Augustine Hall. Spirit of Service Award in 2012—an honor pact investing with our students, we must do a better job the SDGs in the curriculum and research; and rewarding Since becoming a full-time faculty member in that has also been given to six of his former of educating all students in the areas of corporate, social, schools that place students in jobs that have social value. 1967, Professor Clarke has taught an estimated students. Believing that he should give back and financial sustainability. We understand that business 10,000 business students, primarily accounting majors. Those former students include Nelson after receiving so much, he established The schools and businesses can and must work closely togeth- What other sessions did you attend in Davos? Professor John P. Clarke Scholarship at Tobin A. Diaz, J.D., ’67AAS, ’69BS, ’87HON, who John P. “Jack” Clarke, Esq. ’55CBA, er to transform the finance curriculum and educate future I attended sessions on fintech and blockchain, and it is College, for students with financial needs became Pennsylvania’s youngest, and first ’57L met Pope Francis in Rome, where business leaders who understand that having a positive clear to me that our financial environment is evolving who show academic promise, and The John P. Professor Clarke was teaching at St. John’s Latino, judge. Mr. Diaz later became the US De- University’s Rome campus. impact does not sacrifice financial returns. so rapidly that it is going to be challenging to keep our Clarke Scholarship in St. John’s School of Law. partment of Housing and Urban Development’s curriculum current. In addition to providing professional He is a member of the University’s Loughlin, General Counsel and published his autobiog- Did your group discuss sustainability in other business development for our faculty, we must also prepare our stu- McCallen, and Founders Societies, whose disciplines? dents to embrace change and be passionate about learning raphy, Not from Here, Not from There/No members are among St. John’s most generous Yes, we also discussed the advances of sustainability in new technologies. When we hired our faculty over the past Soy de Aqui ni de Alla: The Autobiography of and important donors. the area of accounting. In fact, Tobin is ahead of most several years, they could not have imagined that we should Nelson Diaz. Both Professor Clarke and former After two-thirds of a century, he could be business schools in this regard because our Accounting be teaching artificial intelligence and machine learning. Vice President Walter F. Mondale were invited expected to slow down. Why doesn’t he? Department has already created a track in sustainability Business education cannot be static. Rather, it is a mov- to write the book jacket reviews. “The students keep me alive,” he said of for accounting majors. However, we must do better in ing target, and we must continually survey our employers Professor Clarke continues to practice law, the men and women who are one-quarter reaching more students in this area—both at the under- and benchmark against other institutions to educate the abiding by the Vincentian ideals that allowed his age. “The students keep me engaged and graduate and graduate level. As one of only 38 institutions business leaders of tomorrow. him to attend St. John’s. In his speech at the St. enthusiastic.”

14 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 15 SELF-MADE ALUMNI THE VALUE OF HOOP DREAMS NUMBERS AFTER PLAYING PROFESSIONAL BASKETBALL, WILLIAM G. SCHAEFFER ’73CBA REBOUNDS TO THE FINANCIAL INDUSTRY THOMAS J. COX ’82CBA USED HIS ACCOUNTING AND THEN BACK TO TOBIN COLLEGE. DEGREE TO MOVE UP FROM SALES TO CEO.

BY SYD STEINHARDT BY MELANIE PADGETT POWERS

when recruited to St. John’s University by fter Thomas J. Cox Hall of Famer and former Head Men’s Bas- ’82CBA earned his ketball Coach Lou Carnesecca ’50C, ’60Ed, After accepting a new position with St. John’s, William G. Schaeffer ’73CBA was accounting degree reunited with Lou Carnesecca, the former men’s basketball coach. A ’00HON in 1969. at St. John’s University, he “Bill was one of the best ballplayers veered from the traditional Mr. Schaeffer’s professional role at St. John’s has brought coming up that year,” said Coach Carnesecca, path. Instead of becoming who left St. John’s in 1970 to coach the Nets him full circle. “Coach Carnesecca was the reason I came to St. John’s,” said Mr. Schaeffer. an accountant, he joined a as Mr. Schaeffer began his college basketball commercial sales team at career. “He was a great shooter.” The new job reunited Mr. Schaeffer with Coach Carne- secca, who had retired as coach and was serving as a Spe- Avis Rent A Car System, Drafted by the NBA powerhouse Los Ange- LLC, in Manhattan. les Lakers in 1973, Mr. Schaeffer opted to join cial Assistant to the University’s President at the time. Mr. “My accounting degree the Nets at Coach Carnesecca’s behest. Led by from St. John’s quickly Julius Erving and coached by Kevin Loughery, became important because the Nets won the ABA title in 1974. A year I was dealing with financial and a half later, Mr. Schaeffer was traded to the Thomas J. Cox ’82CBA Virginia Squires, who were dissolved before the Playing the game has taught information,” said Mr. Cox. two leagues merged. me that hard work, dedication, Following his time at Avis, he spent 10 years at TNT Fortunately, Mr. Schaeffer had a St. John’s Express, the international courier delivery service, including accounting degree to fall back on. He also leadership, and teamwork are four years in Europe. That eventually led to him being named had a standing offer from Arthur Jenks, a essential and required in life. President and CEO of the company’s Americas region. Mr. partner at what was then Price Waterhouse, to Basketball also provided Cox spent the next 17 years with MSC Industrial Supply, join the firm when his playing days were over. one of Long Island’s largest public companies. After leaving “It was a big pay cut,” laughs Mr. Schaef- lessons in competing, winning MSC as Executive Vice President of Sales and E-Commerce in fer, who earned more than $100,000—equiva- and losing, and how to 2014, Mr. Cox wanted to parlay his experience in the public lent to approximately $440,000 today—in his sector to the private equity space. In September 2018, Mr. last year as a basketball player in 1976. handle those situations— Cox was named CEO of another Harvest company, Material William G. Schaeffer ’73CBA After three years, Mr. Schaeffer moved some great, some bad.” Handling Services (MHS). to EF Hutton, kicking off a quarter century “It is a growing company, and my background is a great fit —William G. Schaeffer ’73CBA illiam G. Schaeffer of selling financial securities at various Wall for taking a company like MHS to the next level,” said Mr. Cox. ’73CBA remembers the Street firms. By 2003, the financial securities Currently based in Long Island, Mr. Cox wanted to become night he had dinner with business was consolidating, and he was look- more involved with St. John’s. Previously he was an assistant ing for a career change. Robert Redford. with the St. John’s lacrosse team. (Mr. Cox had been a three- As luck would have it, the University Schaeffer and Coach Carnesecca often traveled the country The year was 1975, year captain for the first men’s lacrosse team at St. John’s, and asked him if he would consider returning to together to speak with alumni. Wand Mr. Schaeffer’s team, the American Bas- his son, Tom, also played at St. John’s.) He joined The Peter J. St. John’s as Director of Alumni Relations. In 2016, Mr. Schaeffer assumed additional responsi- ketball Association’s (ABA) New York Nets, Tobin College of Business Board of Advisors in 2018. Because of his St. John’s background and his bilities as Director of Development for The Peter J. Tobin was playing the Utah Stars when he noticed “Now that I am based in New York again, I want to professional experience on and off the court, College of Business, working with Dean Norean R. Sharpe, increase my support and time to St. John’s,” said Mr. Cox. a commotion in the stands behind the home Mr. Schaeffer felt he was well-equipped for Ph.D., to support her vision and mission to enhance student “Dean Sharpe’s passion about Tobin is contagiou,s and I team’s bench. It was an incognito Mr. Red- the transition from the corporate world into success. Mr. Schaeffer has raised approximately $7 million want to assist her in any way I can.” ford, who was being mobbed by fans and had the academic world. for the Tobin College since then. to be escorted out of Utah’s Salt Palace arena. “Playing the game has taught me that hard “St. John’s was a wonderful experience for me. I had As a member of the Board of Advisors, Mr. Cox emphasiz- After the game, Mr. Redford hosted a dinner work, dedication, leadership, and teamwork an opportunity to play basketball for an iconic basketball es to Tobin students the value of his accounting degree. for the visiting team. are essential and required in life. Basketball school and get a quality education that was the basis for “Accounting is a great foundation for any graduate to Mr. Schaeffer, a native of Bellerose, Queens, also provided lessons in competing, winning my post-basketball career,” he said. “Most importantly, I have for almost any job after you graduate,” he said. “Joining and an All-City player at Holy Cross High and losing, and how to handle those situa- met my wife, Linda Byrne Schaeffer ’73C, a cheerleader the Board of Advisors is just one way that I am able to help School in Flushing, NY, stayed close to home tions—some great, some bad,” he said. and women’s basketball player, at St John’s.” my alma mater.”

16 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 17 SELF-MADE ALUMNI CLASS NOTES

while working full time. two years. He was recently Muni S. Jaitly ’12MS for St. John’s Athletic TOBIN BY THE After serving as National promoted to oversee the was the lead actor in and Facilities and Operations, RETURN ON Director of Engineering & Pet Specialty Channel. Executive Producer of a and Athletics Business DECADE Construction at Verizon, short film called The Test, Affairs. he started Flowtech Safety which premiered at the INVESTMENT Systems, where he is Vice Anthony D. Pizzo NYU Bobst Film Festival in Daniel A. Joseph Dai ’97CBA 1950–59 President of Sales and ’07MBA recently pub- December 2018. Hanwacker, Sr. has worked for MacKenzie Abigail Rudder PAUL F. NAUGHTON ’69MBA DEMONSTRATES A Operations. Door Co. since graduation lished several articles on ’73CBA, ’78MBA was ’15TCB started a new and is now President of the growth of eSports in LIFELONG COMMITMENT TO ST. JOHN’S UNIVERSITY. elected to the Board job as an administrator the Custom Door division. leading academic jour- of Directors of the City Doralyn DeDios for the City of New York nals. He will complete BY SYD STEINHARDT National Rochdale Funds Joe Napoli ’86CBA is ’13SRM graduated from and gave birth to Zasha his Ph.D. in Business and is Chairman of its President and CEO of the 2000–09 New York Law School in January 2019. Administration and Sport Audit Committee. City Toledo Mud Hens baseball in 2016 and is a Kings Management at Temple National Bank is a wealth team, the Toledo Walleyes County (NY) Assistant University this spring. John F. Sherman management subsidiary hockey team, and the District Attorney for ’58CBA was presented of The Royal Bank of Hensville Park enter- Bill Corrigan ’92C, the Domestic Violence Dom Scala ’15TCB ortunately for Paul F. Naughton ’69MBA, his first choice of a played baseball at St. the prestigious Diocese of Canada. tainment center. He has ’02MBA joined Netrex Bureau. In January 2019, career in the engineering world did not pan out. While he liked Dallas Bishop’s Award for been involved in Toledo Capital Markets, LLC, as Tom Riddle ’08TCB she was sworn in as Pres- John’s from 1972–76, Fmathematics, the structure of the engineering field was not for him. Service to the Church by economic development Vice President of Market- is Director of Finance ident-elect of the Domin- was drafted by the However, an aptitude for analytics and a solid work ethic led Mr. Naugh- Bishop Edward J. Burns. 1980–89 for the last 20 years. Joe ing, with responsibility and Accounting for MJM ican Bar Association. Oakland A’s, and was a coach with the 1978 ton to a career in the financial world. and his wife, Annette, for marketing programs, Group, LLC and CrediVia, have five children. brand management, Inc. in Raleigh, NC. New York Yankees From an early age, Mr. Naughton worked on the family farm and sold 1960–69 championship team. The market research, and Ryan Dillon Friscia vegetables along Highway 36 in New Jersey. After attending Red Bank Jean (Conte) Grisi corporate sponsorships. Head Baseball Coach at Catholic High School, where he played basketball and tennis, he went on ’80CBA has been ’13MBA was promot- Adelphi University for Jamie Martino working at a pension John Gattasse ed to Vice President the past 16 years, he to earn a B.S. from LaSalle University. After completing his degree, Mr. ’09MBA was promoted of International Film fund since 1999. She ’89MBA met his wife, a returned to St. John’s Naughton faced his next challenge when his father asked, “What’s next?” Noel Crocker ’04TCB to Head of IT Talent at Finance and Operations was promoted in 2008 Queens College student, to earn the greatest was promoted to Partner UCB, a multinational bio- for Endeavor Content Following his father’s advice to “buy a suit, some white shirts, and ties, to CIO and is now Head as he was finishing his accomplishment of his at KPMG LLP in the fall of pharmaceutical company in Beverly Hills, CA. He then get on a bus to New York City and find work,” Mr. Naughton soon of Global Pensions for studies at St. John’s. They career—his business 2018. headquartered in Brussels. married Alice Ho on started his career at Chemical Bank. Nokia, where her team of recently celebrated their management degree. She looks forward to an October 13, 2017, in Bill Horan ’69TCB, 40 oversees $40 billion in 25th wedding anni- In time, he obtained his M.B.A. from St. John’s University and em- AI-driven future support- Beverly Hills and lives in ’73MBA, ’77L assets. She also serves on versary. They have two barked on a banking career on Wall Street that lasted for more than a de- ing the company’s top Sherman Oaks, CA. celebrated his 30th the boards of the GSUSA college-age children. Victoria (Sullivan) talents and patients. cade before he entered the natural gas industry. He then became President anniversary as host of and Vantage Trust, LLC. McKenna ’05C, Benjamin Gabriel and Chief Operating Officer of an investment company in Washington “The Secrets of Success” ’07MBA has worked ’16TCB started his own before founding Thompson and Naughton, a public policy and consult- on 90.3 WHPC, The Voice for Siwel since 2008, 2010– Frank Koudelka company in design and of Nassau Community Phil Rizzuto ’89TCB specializing in software apparel, opening pop-up ing firm, in 1996. Rick Llinares ’82CBA PRESENT ’14TCB started his St. College, in November became engaged to asset management and shops in places such as owned and operated John’s journey in 1983. In 2017, he expressed his gratitude toward St. John’s by endowing the 2018. In December 2018, Marilyn Nelson Cashman software license positions Mexico City, London, Dash 2 Aviation Pho- Marriage, children, and Paul F. Naughton Research Professorship. Currently held by Christopher the show was nominated on October 7, 2018. The for top-tier vendors such and New York. tography, specializing in relocation shifted him for “Best College Talk wedding will take place as IBM, Oracle, and Ado- P. Long, Ph.D., Associate Professor of Management and the Executive American military avia- from full- to part-time Show” by the Intercol- in 2019. be. She is married with a Director of the Executive-in-Residence Program (EIRP), the Professor- tion photography. He has work. Married for 30 legiate Broadcasting daughter. ship allows Professor Long to continue his research, which examines the published several books years, he has four sons System. actions that leaders take within complex and dynamic business environ- and is an information 1990–99 and is currently a Senior ments. security Sales Executive. Vice President at State Heather Pace Street Global Services. “Mr. Naughton has been instrumental in helping to attract and retain 1970–79 ’10TCB graduated from the New York University strong faculty, and we are grateful to him for his continuing support,” Arlene Carolina Ponce Leonard N. Stern School said Norean R. Sharpe, Ph.D., Dean, The Peter J. Tobin College of Busi- Verderber ’90CBA, ’17TCB is currently of Business, from which Lindsay Steen ’93L is currently employed enrolled in the Master of ness. she received an M.B.A., ’14TCB gave birth to as a Senior Indexer in the Science in Hospitality Though he is retired, Mr. Naughton now takes a more active role at Sabrina Polidoro specializing in product Cora on February 28, Tax & Accounting division Management program Tobin College, coteaching sections of Professor Long’s Administrative and ’05CPS, ’07MBA was management, strategy, 2018. Also, she will be of Thomson Reuters. at Florida International Organizational Behavior course and coaching EIRP students. promoted to Director of and global business. opening her own craft Peter Bein ’86MBA Alumni Relations at the University. “Mr. Naughton loves to come to St. John’s to teach,” said Professor brewery in Brooklyn, Billy Fornaro published his memoir, New York Institute of Wild East Brewing Co., Long. “We leverage his vast experience in the financial services sector as Maxwell’s Suitcase (Jour- Technology, where she has ’71CBA, ’78MBA Robert Silberman Hakiem J. with her business part- an elective to discuss a range of issues from strategic planning to organi- ney Home Press, October worked for eight years. first saw his future is an Investment ners this summer. Samantha M. 2018). It is the story of ’96MBA Simmons ’11TCB, zational change to ethical leadership to managing interpersonal relation- wife, Advisor Representa- Ellen Banigan three generations torn ’12MS resides in Oak- Richardson ’18TCB, ships in the workplace.” tive for AXA Financial Fornaro ’78CBA, apart by war struggling to land, CA, and works as ’19MBA worked as an Advisors in Woodbury, Jason Berger ’06MBA, Jennifer Capozzoli For Mr. Naughton, the Professorship is his way of giving back to his in 1976 upon returning to find love and connection. a Corporate Accountant equity research analyst alma mater. school after five years in NY. Previously, he worked an alumnus of the Execu- at Google. She is starting ’15TCB was promoted at Guggenheim Partners for BNY Mellon and tive-in-Residence Program, to Associate Director of “Without St. John’s, I would not have been able to find work on Wall the US Air Force. a nonprofit designed in the summer of They reconnected at Deutsche Asset Manage- has been Senior Director to create scholarship Athletic Administration 2018—the first St. John’s Street and then have a successful career,” he said. “I have been able to an alumni singles dance John Healy ’86CBA ment. He is married with of E-Commerce for the opportunities for black at the University of student to participate in retire and pursue the things I enjoy without having to worry about the and have been together spent six years going to a daughter who attends Hartz Mountain Corp. in women pursuing careers Pennsylvania. As a Tobin the company’s internship future.” since 1978. night classes at St. John’s SUNY Oneonta. Secaucus, NJ, for the last in technology. student, she worked program.

18 ST. JOHN’S BUSINESS | Spring 2019 www.stjohns.edu/tobin | ST. JOHN’S BUSINESS 19 PRESIDENT’S PERSPECTIVE THE PETER J. TOBIN An Eye on Tomorrow COLLEGE OF BUSINESS CONRADO “BOBBY” GEMPESAW, PH.D., PRESIDENT OF ST. JOHN’S UNIVERSITY, BELIEVES TOBIN STUDENTS AND ALUMNI BUILD A BETTER WORLD. BOARD OF ADVISORS 2018–19

o become tomorrow’s leaders, St. John’s University Robert Adams Demetrios Kathleen McGovern Josephine Pappas Lawrence Ruisi ’84CBA, ’88MBA ’88CBA, ’91L ’84CBA ’70CBA, ’75MBA students and alumni need the skills to handle complex Frangiskatos Executive Vice ’00CBA Principal, Fraud Senior Vice President, Chief Executive Officer business and environmental issues while also balancing President New York Metro Investigation & Global Operations and President (Retired) profitability and corporate social responsibility. Fidelity Investments Managing Partner of Dispute Services The NPD Group Loews Cineplex TIn this issue of St. John’s Business, Conrado “Bobby” EY Entertainment Corp. Assurance Services Gempesaw, Ph.D., President of St. John’s University, discusses Theresa Ahlstrom BDO USA LLP Andrew Piekarski how this balance can be accomplished, as well as how we can ’83CBA Brian Meisner ’87CBA Thomas Scaturro address challenges facing business schools. Partner Catherine Genzlinger ’98SVC Acquisitions ’86CBA KPMG LLP ’82CBA Partner/Counselor Wafra Investment Senior Market Leader Chief Operational at Law Advisory Group Key Private Bank Vincent P. Colman Risk Officer Voute, Lohrfink, Magro ’82CBA BNY Mellon & McAndrew LLP John Rasulo Joseph H. Schwartz Vice Chairman ’88MBA ’70C, ’72MBA, PwC Greg Hendrick Peter J. Micca Executive Director/ ’09HON ’87C ’89CBA Financial Advisor Partner and Senior Why is it important for St. John’s University to have What are some of the challenges for business Chris Concannon President, Property & Partner JP Morgan Securities Vice President (Retired) academic programs in corporate and environmental schools as they educate the next generation of ’92MBA Casualty Deloitte & Touche LLP Wellington Management sustainability? leaders? President and Chief XL Catlin Kevin F. Reed, Chair Jim Minogue ’75C Company LLP As a Catholic and Vincentian university, our students, A big challenge for business schools is to teach students Operating Officer MarketAxess Holdings, Mark Kritzman ’83CBA Managing Director faculty, administrators, staff, and alumni are guided by that as leaders they can manage both profitability and Inc. ’73CBA Senior Managing (Retired) Alicia (Botero) St. Vincent de Paul’s vision of building a better world. social responsibility. There are numerous examples of Chief Executive Officer Director and Chief Citigroup Asset Speight In educating tomorrow’s leaders, it is crucial for us to profitable organizations that also benefit society as a Thomas J. Cox Windham Capital Human Resources Management ’82CBA ensure that we teach our students to remain true to those whole through environmental protection, social justice, ’82CBA Management Officer Florida Market Leader ideals and lead by example. and economic development. Chief Executive Officer Guggenheim Salvatore Restivo Willis Towers Watson Securities ’85CBA, ’89MBA An organization’s social and environmental impact is a A growing number of graduates choose to pursue Material Handling Michael Lagnese Partner key component in its reputation. As such, St. John’s has careers where they can address environmental issues or Services LLC ’88CBA Peter J. Tobin EY joined with fellow Catholic colleges and universities and be involved in corporate social responsibility. Business Senior Vice President, Michael Nardo ’65CBA, ’96HON ’90CBA Chief Financial Officer other organizations in signing the US Catholic Climate schools have the opportunity to develop innovative Maureen Depp Enterprise Risk ’76CBA Synchrony Managing Director, Michael J. Rice (Retired) Declaration, an affirmation of Catholic support of the curricula that meet, or exceed, students’ interest in this Enterprise and Managing Director Chase Bank Paris Agreement, the landmark pact within the UN area of study. The Tobin College of Business is already Managing Director Golden Seeds Salvatore LaGreca Operational Risk Track One Capital Dean (Retired) Framework Convention on Climate Change. responding to this paradigm shift by integrating UN ’76CBA Management Services The Peter J. Tobin As our students enter the workforce, it is critical that Sustainability Development Goals into its curriculum, GE Capital College of Business Diane D’Erasmo Chief Operating Officer they are prepared to act as good corporate citizens. Our research, and partnership activities. ’76CBA and Chief Financial Robert G. Rooney goal is to provide them with a strong educational expe- The skills required for the future will not simply be Vice Chair (Retired) Officer Christopher Pappas ’78CBA Mandisa Turner rience so that they may develop the specialized skills and based on the conceptual framework of profit maximi- HSBC Bank USA Precise Leads, Inc. ’84CBA Executive Vice Head of Innovation knowledge needed to address complex issues they will zation but could require a comprehensive understand- Principal President and Chief Wakefern Food Corp. International Operating Officer encounter in the future in a fair and equitable way. ing of corporate social responsibility with an emphasis Joseph Mauriello ’66CBA, ’72MBA Lodging Corp. Novitex Enterprise Kristina Vieni Environmental awareness is an interdisciplinary mis- on environmental sustainability. Students who learn in Solutions sion and requires ongoing commitment and dedication a setting that favors this approach will have a com- Deputy Chairman ‘02BS, ‘06MBA and Chief Operating Managing Director from individuals on our campus and beyond. We have an petitive advantage over others, and they will receive Officer (Retired) Grant Thorton LLP obligation to act now to preserve and protect our planet a much higher return on their investment in their KPMG LLP for future generations. education.

If you would like information on our Tobin Board of Advisors or Tobin Alumni Association, please contact William G. Schaeffer ‘73CBA, Director of Development, at 718-990-6802; [email protected].

20 ST. JOHN’S BUSINESS | Spring 2019 NONPROFT ORG U.S. POSTAGE PAID ST JOSEPH, MI PERMIT NO. 239

8000 Utopia Parkway Queens, NY 11439

THE PETER J. TOBIN COLLEGE OF BUSINESS OFFERS THE FOLLOWING DEGREES IN MANHATTAN, NY.

M.B.A. with concentrations in: • Enterprise Risk Management • Finance • Real Estate • Real Estate Finance • Risk Management and Insurance

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The School of Risk Management has been named a “Center of Actuarial Excellence” by the Society of Actuaries.