Hospitality Management Faculty Publications

Journal Articles

2019

  • Bogicevic, V., Seo, S., Kandampully, J., Liu, S.Q., & Rudd, N.A. (2019). Virtual reality presence as a preamble of tourism experience: the role of mental imagery. Tourism Management, 74, 55-64.
  • Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: Lessons from tourism and hospitality. Journal of Service Management.
  • Wirtz, J., So, K., Mody, M., Liu, S.Q., & Chun, H. (2019). Platforms in the peer-to-peer sharing economy. Journal of Service Management.
  • Ozanne, M., Liu, S.Q., & Mattila, A.S. (2019). Are attractive reviewers more persuasive? Examining the role of physical attractiveness in online reviews. Journal of Consumer Marketing.
  • Liu, S.Q., Choi, S., & Mattila, A.S. (2019). Love is in the menu: leveraging healthy restaurant brands with handwritten typeface. Journal of Business Research, 98, 289-298.
  • Choi, S., Liu, S.Q., & Mattila, A.S. (2019). “How may I help you?” Says a robot: examining language styles in the service encounter. International Journal of Hospitality Management, 82, 32-38.
  • Liu, S.Q., & Mattila, A.S. (2019). Apple Pay: coolness and embarrassment in the service encounter. International Journal of Hospitality Management, 78, 268-275.
  • Malthouse, E., Buoye, A., Line, N., El-Manstry, D., Dogru, T., & Kandampully, J. (2019). Beyond Reciprocal: The role of platforms in diffusing data value across multiple stakeholders. Journal of Service Management.
  • De Keyser, A., Köcher, S., Alkire L., Verbeeck, C., & Kandampully, J. (2019). Frontline service technology Infusion: Conceptual archetypes and future research directions. Journal of Service Management.
  • Choi, H., & Kandampully, J. (2019). The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. International Journal of Hospitality Management, 77, 40-50.
  • Van Riel, A., Zhang, J., Nejad., M., Phillips, P., McGinnis, L., & Bujisic, M. (2019). Value paradoxes of dynamic service system configurations in the hospitality industry: Societal and market perspectives. Journal of Service Management.
  • Li, Y., Lu, C., Bogicevic, V., & Bujisic, M. (2019). The effect of nostalgia on hotel brand attachment. International Journal of Contemporary Hospitality Management, 31(2), 691-717.

2018

  • Bujisic, M., Bogicevic, V., Parsa, H.G., Jovanovic. V., & Sukhu, A. (2018). It’s raining complaints! How climatic factors drive valence of consumer comments. Journal of Hospitality and Tourism Research.
  • Liu, S. Q., Bogicevic, V., & Mattila, A. S. (2018). Circular vs. angular servicescape: “Shaping” customer response to a fast service encounter pace. Journal of Business Research, 89, 47-56.
  • Bogicevic, V., Bujisic, M., Cobanoglu, C., & Feinstein, A. H. (2018). Gender and age preferences of hotel room design. International Journal of Contemporary Hospitality Management, 30(2), 874-899.
  • Liu, S.Q., Mattila, A.S., & Bolton, L.E. (2018). Selling painful yet pleasurable service offerings: an examination of hedonic appeals. Journal of Service Research, 21(3), 336-352.
  • Choi, S., Liu, S.Q., & Mattila, A.S. (2018). Consumer response to authentic-language vs. English-language menu labeling in ethnic dining. Cornell Hospitality Quarterly, 59(2), 125-134.
  • Liu, S.Q., Ozanne, M., & Mattila, A.S. (2018). Does expressing subjectivity in online reviews enhance persuasion?. Journal of Consumer Marketing, 35(4), 403-413.
  • Sarmah, B., Kamboj, S., & Kandampully, J. (2018). Social media and co-creative service innovation: An empirical study. Online Information Review, 42(7), 1146-1179.
  • Zhang, T., Bilgihan, A., Kandampully, J., & Lu, C. (2018). Building stronger hospitality brands through online communities. Journal of Hospitality and Tourism Technology, 9(2), 158-171.
  • Kim, S., Kandampully, J., & Bilgihan, A. (2018). The influence of eWOM communications in consumer review websites: An application of social network framework. Computers in Human Behavior, 80, 243-254.
  • Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding, and research agenda. International Journal of Contemporary Hospitality Management, 30(1) 21-56.
  • Sukhu, A., Choi, H., Bujisic, M., & Bilgihan, A. (2018). Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions. International Journal of Hospitality Management, 77, 51-63.
  • Bujisic, M., Hutchinson, J., Ahn, J.-A., & Jovanovic, V. (2018). BEVQUAL: a tool for measuring performance quality in beverage operations. Journal of Foodservice Business Research, 21, 5, 570-589.

2017

  • Liu, S.Q., & Mattila, A.S. (2017). Airbnb: online targeted advertising, sense of power, and consumer decisions. International Journal of Hospitality Management, 60, 33-41.
  • Benoit, S., Zelal, A., Nasr, L., Scherschel, K., & Kandampully, J. (2017). Showcasing the diversity of service research: Theories, methods, and success of service articles. Journal of Service Management, 28 (5), 810-836.
  • Soares, R.R., Zhang, T., Kandampully, J., & Proenca, J.F. (2017). Why are generation Y consumers the most likely to complain and repurchase?. Journal of Service Management, 28(3), 520-540.
  • Benoit, S., Baker, T.L., Bolton, R. B., Gruber, T., & Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources and capabilities of actors. Journal of Business Research, 79, 219-227.
  • Chuah, H, W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Sciences, 36, 124-136.
  • Bujisic, M., Bogicevic, V., Yang, W., Cobanoglu, C., & Bilgihan, A. (2017). Hobson’s choice” service design: The effect of servicescape features on consumer anxiety and enjoyment. Journal of Consumer Marketing, 34(7), 577-590.
  • Bogicevic, V., Yang, W., Bujisic, M., & Bilgihan, A. (2017). Visual data mining: Analysis of airline service quality attributes. Journal of Quality Assurance in Hospitality and Tourism, 18(4), 509-530.
  • Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., & Cobanoglu, C. (2017). The impact of traveler focused airport technology on traveler satisfaction. Technological Forecasting & Social Change, 123, 351-361.
  • Bogicevic, V., Choi, H., Bujisic, M., & Smith, S. (2017). Impact of computer generated images on lodgscape perceptions and visit intentions. Journal of Hospitality Marketing & Management, 26(4), 416-442.

2016

  • Jang, J., & Kandampully, J. (2016). Reducing employee turnover intention through servant leadership in the restaurant context: A mediation sudy of affective organizational commitment. International Journal of Hospitality & Tourism Administration.
  • Bilgihan, A., Kandampully, J., & Zhang, T. (2016). Towards a unified customer experience in online shopping environments: Antecedents and outcomes. International Journal of Quality and Service Sciences, 8(1),102-119
  • Choi, J., Norwood, H., Seo, S., Sirsat, S., & Neal, J. (2016). Evaluation of food safety related behaviours of retail and food service employees while handling fresh and fresh-cut leafy greens. Food Control.
  • Hwang, J., & Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological, and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218-2246.
  • Liu, S.Q., & Mattila, A.S. (2016). The influence of a “green” loyalty program on service encounter satisfaction. Journal of Services Marketing, 30(6), 576-585.
  • Liu, S.Q., & Mattila, A.S. (2016). Effective communication strategies for store remodeling. Cornell Hospitality Quarterly, 57(4), 411-420.
  • Liu, S.Q., & Mattila, A.S. (2016). Using comparative advertising to promote technology-based hospitality services. Cornell Hospitality Quarterly, 57(2), 162-171.
  • Bogicevic, V., Yang, W., Cobanoglu, C., Bilgihan, A., & Bujisic, M. (2016). Traveler anxiety and enjoyment: The effect of airport environment on traveler’s emotions. Journal of Air Transport Management, 57, 122-129.
  • Bilgihan, A., Ricci, P., Smith, S., & Bujisic, M. (2016). Hotel guest preferences of in-room technology amenities. Journal of Hospitality and Tourism Technology, 7(2), 118-134.
  • Bujisic, M., Bilgihan, F., & Parsa, H.G. (2016). The role of simulation software in enhancing students' academic performance: A restaurant management case. International Journal of Technology Enhanced Learning, 8(1), 77-83.
  • Bujisic, M., Bogicevic, V., & Parsa, H.G. (2016). The effect of weather factors on restaurant sales. Journal of Foodservice Business Research, 20(3), 350-370.

2015

  • Park, H., Seo, S., & Kandampully, J. (2015). Why post on social networking sites (SNS)? Examining motives for visiting and sharing pilgrimage experiences on SNS. Journal of Vacation Marketing, 22(1), 1-13.
  • Zhang,T., Kandampully, J., & Bilgihan, A. (2015). Online co-innovation communities: A conceptual framework. Journal of Hospitality and Tourism Technology, 6(3), 311-328
  • Choi, H., Jang, J., & Kandampully, J. (2015). Application of the extended VBN theory to understand consumers’ decisions about green hotels. International Journal of Hospitality Management, 51, 87-95.
  • Hammedi, W., Kandampully, J., Zhang, T., & Bouquiaux, L. (2015). Online customer engagement: Creating social environments through brand community constellations. Journal of Service Management, 26(5), 777-806.
  • Hwang, J., & Kandampully, J. (2015). Embracing CSR in pro-social relationship marketing program: Understanding driving forces of positive consumer responses. Journal of Services Marketing, 29(5), 344-353.
  • Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the Hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
  • Reynoso, J., Kandampully, J., Xiucheng, F., & Paulose, H. (2015). Learning from socially driven service innovation in emerging economies. Journal of Service Management, 26(1), 156-176.
  • Peng, C., Bilgihan, A., & Kandampully, J. (2015). How to make decisions among casual dining restaurants. International Journal of Hospitality and Tourism Administration,16(1), 1-15.
  • Seo, S., Almanza, B., Miao, L., & Behnke, C. (2015). The effect of social media comments on consumers' responses to food safety information. Journal of Foodservice Business Research, 18(2), 111-131.
  • Behnke, C., & Seo, S. (2015). Using smartphone technology to assess the food safety practices of farmers' markets foodservice employees. Journal of Foodservice Business Research, 18(1), 1-19.
  • Bujisic, M., Bilgihan, A., & Smith, S. (2015). Relationship between guest experience, personality characteristics, and satisfaction: Moderating effect of extraversion and openness to experience. Tourism Analysis, 20, 1, 25-38.
  • Liu, S.Q., & Mattila, A.S. (2015). Ethnic dining: need to belong, need to be unique, and menu offering. International Journal of Hospitality Management, 49, 1-7.
  • Liu, S.Q., & Mattila, A.S. (2015). “I want to help” versus “I’m just mad” How affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213-222.

Books and Chapters

  • Kandampully, J., & Solnet, D. (2018). Service Management Principles for Hospitality and Tourism. Kendall Hunt Publishing Company, USA (Third Edition).
  • Kandampully, J., & Solnet, D. (2015). Service Management Principles for Hospitality and Tourism. Kendall Hunt Publishing Company, USA.
  • Mattila, A.S., & Liu, S.Q. (2015). Greetings from Happy Valley. In Vaidya, K. (Ed.), Hotel and Hospitality Management for the Curious: Why Study Hotel and Hospitality Management (ISBN 978-1-925128-69-7).
  • Kandampully, J. (2014). Customer Experience Management: Enhancing Experience and Value through Service Management (ed). Kendall Hunt Publishing Company, USA.
  • Kandampully, J. (2013). Service Management in Health and Wellness Services (ed). Kendall Hunt Publishing Company, USA.
  • Kandampully, J. (2011). Service Management: The new paradigm in retailing (ed). Springer, USA. This book has been commissioned for translation and publication in Chinese.
  • Kandampully, J. (2006). Services Management: The new paradigm in hospitality (Second Edition). Prentice Hall, USA.
  • Kandampully, J. (2002). Services Management: The new paradigm in hospitality (First Edition). Pearson Education Australia. Also published in Chinese.
  • Kandampully, J., Mok, C., & Sparks, B. (2001). Service Quality Management in Hospitality, Tourism and Leisure (Eds). Haworth Press, USA. Published in Chinese, Korean and Arabic.