Teaching Interest

Services Marketing
Hospitality Marketing
Research Methods
Multivariate Data Analysis
Consumer Behavior

Research Interest

Customer complaining behavior
Emotional bonding and customer loyalty
Impulse buying
Service recovery
Affective expectations and satisfaction
Cross-cultural differences in consumers' attributional process
Displayed emotions and service encounter evaluations
Branding in the hospitality industry

Lifetime Research Awards

Founder’s Award (2010) – Annual Graduate Education & Graduate Students’ Research Conference

Olson Lifetime Research Award (2007), University of Delaware

John Wiley & Sons Lifetime Research Award (2006), International Council on Hotel, Restaurant and Institutional Education

Article Of The Year Awards

Outstanding Paper Award (2010) - Journal of Service Management (formerly International Journal of Service Industry Management) - April 2011

Reviewer of the Year-2008, Journal of Service Management (formerly International Journal of Service Industry Management) - February 2009

Article of the Year-2008, Cornell Hospitality Quarterly - January 2009

Outstanding Paper Award-2007, International Journal of Service Industry Management - April 2008

Outstanding Paper Award 2007, Academy of Marketing Science - May 2007

Article of the Year-2006, International Journal of Service Industry Management - April 2007

Davidson Award for the Best Article 2004, Journal of Retailing - October 2005

Article of the Year Award 2004, Journal of Hospitality & Tourism Research - July 2005

Honorable Mention, Article of the Year 2001, International Journal of Service Industry Management - July 2002

Best Paper Awards

Best Paper Award, International Council on Hotel, Restaurant and Institutional Educator (CHRIE) Convention, San Diego. CA, July 2014

Best Paper Award, Graduate Student Research Conference in Hospitality & Tourism, Seattle, WA January 2013

Best Paper Award, Graduate Student Research Conference in Hospitality & Tourism, Houston, TX - April 2011

Best Paper Award, International Council on Hotel, Restaurant and Institutional Educator (CHRIE) Convention, San Francisco, CA - July 2009

Best Paper Award, International Council on Hotel, Restaurant and Institutional Educator (CHRIE) Convention, Dallas. TX - July 2007

Best Paper Award, International CHRIE, Washington, DC - July 2006

Best Paper Award, 2002 International CHRIE Convention, Orlando, Florida - August 2002

Best Paper Award, 2001 International CHRIE Convention, Toronto, Canada - August 2001