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REFEREED CONFERENCE PRESENTATIONS
Understanding Customer Loyalty Development from a Cross-Cultural Perspective, 2006 NRPA Leisure Research Symposium, Seattle, WA How and How Much to Reveal? International Council on Hotel, Restaurant and Institutional Educator Convention, Crystal City, VA, July 27, 2006 Dissatisfaction Responses: The Role of Negative Emotions in Service Failure Encounters, International Council on Hotel, Restaurant and Institutional Educator Convention, Crystal City, VA, July 26, 2006 A Rate Integrity Across Distribution Channels, Frontiers in Services, A conference co-sponsored by the American Marketing Association, Brisbane, Australia, July 1-5, 2006. Typology of Consumer Dissatisfaction Responses: Exit, Voice, Loyalty, and 'More', - INFORMS, Pittsburgh, June 9, 2006. The Role of Price Transparency on Consumers Price Perceptions. 11th Annual Hospitality & and Tourism Graduate Student Education and Research Conference, Seattle, January 6, 2006. How to Train Consumers to Use Self-service Technologies? 11th Annual Hospitality & and Tourism Graduate Student Education and Research Conference, Seattle, January 6, 2006. A Cross-cultural Examination of In-group Bias in Influencing Service Encounter Evaluations, Frontiers in Services, A conference co-sponsored by the American Marketing Association, Robert H. Smith School of Business, University of Maryland and W.P. Carey School of Business, Arizona State university, October 7, 2005. Hotel-Restaurant Brand Alliance: The Role of Concept Consistency and Goal Salience. International Council on Hotel, Restaurant and Institutional Educator Convention, Las Vegas; July 27-31, 2005 The Debate Regarding Hotel Profitability. International Council on Hotel, Restaurant and Institutional Educator Convention, Las Vegas; July 27-31, 2005 Service Recovery and Preemptive Strategies for Service Failure Lead to Customer Satisfaction and Loyalty. International Council on Hotel, Restaurant and Institutional Educator Convention, Las Vegas; July 27-31, 2005 Effects of Perceived Retail Environments on Consumption Emotions, Satisfaction and Behavioral Intentions : A Comparison between Shopping Centers and Traditional Retailing. 12th Biennial World Marketing Congress sponsored by the Academy of Marketing Science, Muenster, Germany; July 6, 2005 Why Some People Do Not Complain While Others Do: A Cognitive Emotion-Effort Model of Complaining Behavior. 10th Annual Hospitality and Tourism Graduate Student Education and Research Conference, Myrtle Beach, South Carolina, January 5-7, 2005. The Impact of Explanations on Post-recovery Satisfaction. Frontiers in Services, A conference co-sponsored by the American Marketing Association and University of Miami, Miami, FL., October 24, 2004 The Impact of Choice on Fairness in the Context
of Service Recovery. International Council on Hotel, Restaurant and
Institutional Educator Convention. A cross-cultural examination of customers’ service recovery and fairness perceptions. Frontiers in Services, Washington, DC, October 23-26, 2003. The moderating role of consumption goals and brand image on customer perceptions. Frontiers in Services, Washington, DC, October 23-26, 2003. The strategic evolution of lodging companies brand management: A longitudinal study. International Council on Hotel, Restaurant and Institutional Educator Convention, Palm Springs, California, August 4-8, 2003. Perceived justice and
service recovery strategies for call-center satisfaction.
Service with a scowl: Can
social accounts mitigate customers' reactions? Is That Smile for Real? Reactions to Inauthenticity in Service Settings. Academy of Management, Denver, Colorado, August 11-13, 2002.
The impact of stability attributions on service recovery perceptions. (Best Paper Award) 2002 International CHRIE Convention, Orlando, Florida, August 3-7, 2002
The Impact of Arousal Congruency on Consumer Satisfaction. Frontiers in Services, A Conference Co-sponsored by the American Marketing Association and The Center for E-Service, Washington, DC. October 26-28, 2001.
The Impact of Affective Expectations on Restaurant Satisfaction. (Best Paper Award) 2001 International CHRIE Convention, Toronto, Canada, July 25-28,2001
The Role of Credence Attributes in Consumer Evaluation Processes. Frontiers
in Services, A
Conference Co-sponsored by the American Marketing Association Nashville, TN. September 21-23, 2000.
Spring-break
Travel and Infectious Disease: Casual Sex and HIV Behaviors Second European Conference on Travel Medicine, A
Conference Organized by The Tourist Health Centre with the patronage of
Venice, Italy, March 29-31, 2000.
Stimulus Congruency in a Retail Setting, ACR Pacific 2000 Conference, Brisbane, Australia, March 10-12, 2000.
The Impact of Environmental Cues on Customer Evaluations. Asian Consumer Research 2000 Conference, Bangkok, Thailand, March 15-18, 2000.
Critical
Success Factors for Food-service Operations in the Chain-Operated Fifth
Annual Graduate Education and Graduate Students Research Conference Houston, TX. January 6-8, 2000.
The Influence of Target Arousal in Consumer’s Post-purchase Evaluations. Frontiers In Services, A Conference Co-sponsored by the American Marketing Association, Nashville, TN. October 22-23, 1999.
The Role of Displayed Emotions in Customer Evaluations of Service Encounters. Frontiers In Services, A Conference Co-sponsored by the American Marketing Association, Nashville, TN. September 24-26, 1998.
The Role of Pre-consumption Affect in Post-purchase Service Evaluations. Conference on Consumer Behavior, Asian Association of Consumer Research, Hong Kong, June 18-20, 1998.
The Impact of Long-term Memory on Satisfaction Judgments. Frontiers In Services, A Conference Co-sponsored by the American Marketing Association, Nashville, TN. October 3-5, 1996.
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