Marriott Professor of Lodging Management
Professor-In-Charge of Graduate Programs

School of Hospitality Management
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 Strategic Marketing
International Journal of Service Industry Management
Cornell Hotel & Restaurant Quarterly
Journal of Hospitality & Tourism Research
Journal of Hospitality & Leisure Marketing
International Journal of Hospitality Management
Journal of Travel Research

Contacts