CURRENT RESEARCH TOPICS

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

RESEARCH AWARDS

Olson Lifetime Research Award (January 2007), University of Delaware

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

Outstanding Paper (Best Paper Award) - 2006, International Journal of Service Industry Management, April 2007

Best Paper Award - 2006, International Council on Hotel, Restaurant and Institutional Educator Convention

Davidson Honorable Mention Award for the Best Article (2005) - Journal of Retailing

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

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

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

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