Corporate Leadership

The talented individuals who make up the Rockbridge team were chosen not only for their solid research skills, but also for their ability and willingness to offer superior client service. The key staff members listed below work together, consulting on a daily basis to ensure their clients benefit from the range of knowledge and skills the staff possesses

Charles is the founder and chief methodologist of Rockbridge Associates, Inc. He is a senior professional with over 20 years of experience in service quality measurement, market research and marketing strategy formulation. He has designed and directed hundreds of studies for services businesses on topics like customer satisfaction, positioning and branding, segmentation, pricing, and product development. Charles directed a service quality measurement function for Citicorp, and he has also worked for premier organizations such as Opinion Research Corporation and Westat, Inc.
 
Charles has presented at numerous conferences on Technology Readiness, service quality, and Internet data collection. He co-authored the book Techno-ready Marketing with Dr. A. Parasuraman. He has taught marketing management and market research at universities, and is a Senior Fellow in the University of Maryland's Center for Excellence in Service. He has an M.B.A. from the Robert H. Smith School of Business, University of Maryland.

Gina is a senior researcher with 17 years of experience in marketing research and consulting. In her position at Rockbridge, she leads a team of researchers focused in the services sector, including technology services, financial services, and associations. Gina's research centers on customer satisfaction, new product development, market segmentation, and positioning/communications issues. Her clients value her understanding of their business issues to ensure the research answers their questions and guides marketing strategy and product development.
 
She has extensive experience in both qualitative and quantitative research. Gina designs survey instruments, manages data collection, and is skilled in multivariate analysis. She writes comprehensive, actionable reports and often presents the research findings and recommendations to marketing management. She is also a master moderator and in-depth interviewer.
 
Gina has authored several articles on new developments in market research, including "The Results Are In: Social Media Techniques vs. Focus Groups for Qualitative Research", co-authored with Colby, MRA's Alert! Magazine, March 2011; "Understanding Consumer Decision Making with Means-end Research," QRCA Views magazine, Fall 2009; and, "E-volution to Revolution," co-authored with Colby and Parasuraman, Marketing Management magazine, April 2007. She has presented at numerous high-profile venues, such as the Consumer Electronics Show in Las Vegas, on various research topics. She has an M.B.A. from George Mason University and a B.S. in Marketing and Decision Sciences.

Sara is a senior account manager with more than 12 years of market research experience. Sara is skilled in managing projects start to finish, from initial design through presentation of results. She is particularly adept at managing large-scale tracking studies and conducting complex data analysis. Recently, Sara led the development of SafeSample™, Rockbridge's proprietary system for evaluating the quality of data collected using an online panel.
 
Sara serves clients in the e-tailing, technology, and entertainment and media industries. She holds a graduate certificate in Survey Analysis and Design from George Washington University and a B.S. in Marketing from George Mason University.

Professor Parasuraman of the University of Miami is working with Rockbridge on its Technology Readiness research, and supports Rockbridge on projects in the areas of service quality and technology attitudes. Professor Parasuraman is a leading scholar in services marketing, and has published over 300 articles and books in the academic and popular business press. He is widely known for his work with Valerie Zeithaml and Len Berry on SERVQUAL, a methodology for measuring quality for a service. He received the distinguished career award from the AMA Services Marketing Division in 1998. He has co-authored a book, Techno-Ready Marketing, and numerous articles on technology marketing with Rockbridge staff.