Marriott Professor of Lodging Management

Professor-In-Charge of Graduate Programs
School of Hospitality Management
The Pennsylvania State University

 

Editor-in-Chief Journal of Hospitality & Tourism Research



Education

Ph.D. Cornell University
M.B.A University of Hartford
B.S. Cornell University

 

Research Interest

Her research topics focus on consumers emotional responses to service encounters and cross-cultural issues in services marketing.

She is particularly interested in the study of emotional loyalty and the impact of culture on service recovery.

Her work has appeared in:

Journal of Academy of Marketing Science
Journal of Consumer Psychology
Journal of Retailing
Journal of Service Research
Psychology & Marketing
Case Research Journal
Journal of Services Marketing
Journal of Service Management
Journal of Business Research
Cornell Hospitality Quarterly
Journal of Hospitality & Tourism Research
International Journal of Hospitality Management
Journal of Travel Research
Journal of Tourism Management