Refereed Conference Presentations

International Council on Hotel, Restaurant and Institutional Educator Convention, Providence, RI. August 1-4, 2012.

Work-Family Conflict, Work Attitudes and Customer Satisfaction.

Effect of Climatic Factors on Consumer Complaint Behavior: A Longitudinal Study in Hospitality.

Consumer Perceptions of Green Cause-Related Marketing (CRM) Price Fairness.

The Effects of Relationship Norms and Received Benefit of Cause-Related Marketing (CRM) on Perceptions of Price Fairness.


17th Graduate Student Conference in Hospitality & Tourism, Auburn, AL. January 4-7, 2012:

The Impact Of Posted Calorie Information On Consumers’ Menu Evaluations And Decision-Making Processes.

Is Waiting Always A Bad Thing? A Closer Look At The Psychological Complexity Of Service Delays.

Studying The Effects Of Authentic Smile And Service Relationship On Tipping.

The Effect Of Interaction Strategies On Customer Perceived Benefits In The Context Of Facebook.

The Next Table Over: The Impact Of Others' Service Experiences On Emotions, Perceived Justice, And Satisfaction.

The Interplay Of Identity And Message Framing On Consumer Health Conscious Behavior.


16th Graduate Student Conference in Hospitality & Tourism, Houston, TX. January 1-6, 2011:

The Effect of Service Duration and Price (Mis)Match on Perceived Price Fairness.

Investigating Consumer Embarrassment in Service Interaction.

Restaurant Revenue Management: Do Perceived Scarcity of Space in a Restaurant and the Price Difference Matter?

A Review of Restaurants’ Facebook Fan Pages.

The Impact of Language Barrier & Cultural Differences on Restaurant Experiences: A Grounded Theory Approach.

Use of Alignable and Nonalignable Attributes in Decision Making:  The Role of Between-Alternative Heterogeneity.

The Next Table Over: The Impact of Others’ Service Experiences on Emotions, Perceived Justice, and Satisfaction.

The Effect of Regulatory Focus and Delay Type on Consumers’ Reactions to Delay.


International Council on Hotel, Restaurant and Institutional Educator Convention, San Juan, Puerto Rico. July 28-31, 2010:

Women’s Conceptualizations of Spa Visits: Something just for me.

Other Consumers in Service Encounters: The moderating effect of psychological distance on consumer responses.

Cross-cultural differences in customer con¬sumption of hospitality services: A review and meta-analysis of services and hospitality research.

The Impact of Tie Strength and Service Failure Type on Customer Dissatisfaction Responses.

2010 Travel and Tourism Research Association (TTRA) Conference, San Antonio, TX. July 2010:

The importance of onboard features in cruise decision making: A comparison between cruisers and potential cruisers.

15th Graduate Student Conference in Hospitality & Tourism, Washington, DC. January 7-9, 2010:

A Cross-cultural Comparison of Perceived Informational Fairness with Service Failure Explanation.

The Role of Tie Strength on Consumer Complaining Behavior.

Consumers’ Hope to Prevent and Promote Their Charitable Purchases.

Rating or Numbers of Raters? Examining Consumers’ Intertemporal Risk Taking in the Context of Online Hotel Choice.

The Effect of Corporate Social Responsibility Messaging on Guilt and Purchase Intention, .

Personality Congruity: Human Personality and Destination Personality in the Context of Tourism Behavior.

Do Interesting Things Increase Behavioral Intention?

The Impact of Explicit Guilt Messaging on Consumer Emotions, Attitudes and Behavioral Intentions.


International Council on Hotel, Restaurant and Institutional Educator Convention, San Francisco, CA. July 28-August 1, 2009:

An Investigation of the Effects of Front-line Employees’ Work-family Conflict on Customer Satisfaction through Exhaustion and Emotional Displays.

The Impact of Gender Schema and Message Appeal on the Perception of Spa Advertisements.

Consumer Responses to Behaviors of Other Consumers in Service Encounters.

Customer Reactions to Pace Across Brief and Extended Foodservice Encounters.

An Exploratory Study of Service Providers’ Perspectives on Intercultural Service Encounters.

Acculturation and Changing Eating Habits of Chinese Students.

The Perceived Credibility of Positive and Negative WOM vc. E-WOM.


International Council on Hotel, Restaurant and Institutional Educator Convention, Atlanta, GA. July 30-August 2, 2008:

An Investigation of Consumer Gratitude and Post-promotion Repeat Purchase Intent.

Determinants of Complaint Behavior in a Restaurant Context: The Role of Culture, Price Level and Customer Loyalty.

Role of Culture in Customer Preferences for Service Failure Explanations.

13th Annual Graduate Education & Graduate Student Research Conference in Hospitality & Tourism, Orlando, FL. January 3-5, 2008:

Influence of Other Consumers on Service Brand Perceptions.

Narrating Tastes, Tasting Narratives: Contents and Appeals of Restaurant Reviews on Web 2.0 Sites.

The Impact of Mood States and Surprise Cues on Satisfaction.


Does Product Category Matter for Impulse Buying? Frontiers in Services, San Francisco, CA, October 6, 2007

Guilty Pleasure of Pleasurable Guilt in the Context of Impulse Buying. International Council on Hotel, Restaurant and Institutional Educator Convention, Dallas, TX, July 27, 2007

The Role of Mood and Self-regulation in Influencing Consumers’ Impulse Buying. Academy of Marketing, Annual Conference, Coral Gables, FL, May 24, 2007


Understanding customer loyalty development from a cross-cultural perspective. NRPA Leisure Research Symposium, Seattle, WA. September 20, 2006

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. Philadelphia, July 29, 2004.

The Role of Culture on Fairness in the Context of Hotel Room Pricing. International Council on Hotel, Restaurant and Institutional Educator Convention. Philadelphia, July 30, 2004.


Effect of hedonic and utilitarian goals in similarity judgment of a hotel-restaurant brand alliance. International Conference on Electronic Business E-Business Paradigms: Strategic Transformation and Partnership. Singapore, December 9, 2003.

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. International International Council on Hotel, Restaurant and Institutional Educator Convention, Palm Springs, California, August 4-8, 2003.

Service with a scowl: Can social accounts mitigate customers' reactions? Academy of Management, Seattle, Washington, August 5, 2003.


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) 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)
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 and Institute for Operations Research and the Management Sciences, Nashville, TN. September 21-23, 2000.


Spring-break Travel and Infectious Disease: Casual Sex and HIV Behaviors of US College Students. Second European Conference on Travel Medicine, A Conference Organized by The Tourist Health Centre with the patronage of World Health Organization and Centers for Disease Control and Prevention, 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 Full Service Hotels. Fifth Annual Graduate Education and Graduate Students Research Conference in Hospitality & Tourism, 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.