DBA, Marketing, Kennesaw State University, Michael J. Coles College of Business
MBA, Marketing, Georgia College and State University
B.S., Marketing
Services Marketing
Social Media Marketing
Marketing Research
Dr. Luke Hopkins is assistant director and senior lecturer in the Dr. Persis E. Rockwood School of Marketing and director of the James M. Seneff Honors Program at Florida State University’s Herbert Wertheim College of Business. He also serves as coordinator of the BS-MAR/MBA Combined Pathway. Hopkins has received several university and Wertheim College teaching awards, as well as Burning Spear’s Guardian of the Flame award.
Hopkins’s research focuses on managing customer relationships, particularly in situations that require delivering bad news to customers. His work has appeared in the Journal of Service Research, European Business Review, Journal of Public Affairs, and Journal of Family Business Strategy. His research on partial least squares structural equations modeling earned the Outstanding Paper Award in the 2015 Emerald Literati Network Awards for Excellence and the 2017 Emerald Citations of Excellence Award. Drawing on this research, Hopkins consults with businesses in the financial services and retail industries and teaches workshops on customer service and service quality management.
Hopkins earned a bachelor’s degree in marketing from Middle Georgia State University, an MBA in marketing from Georgia College and State University, and a Doctor of Business Administration in marketing from Kennesaw State University.
Pugh, H. B., Brady, M. K., & Hopkins, L. M. (2018). A Customer Scorned: Effects of Employee Reprimands in Frontline Service Encounters. Journal of Service Research, 21 (2), 219 – 234.
Crittenden, V. L., Hopkins, L. M., & Simmons, J. M. (2011). "Satirists as opinion leaders: is social media redefining roles?". Journal of Public Affairs, 11(3), 174-180.
Hair Jr, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106-121.
Hopkins, L., & Ferguson, K. E. (2014). Looking forward: The role of multiple regression in family business research. Journal of Family Business Strategy, 5(1), 52-62.
