Marriott Professor of Lodging Management

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



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

Curriculum Vitae