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Milos Bujisic

Assistant Professor, Department of Human Sciences

Program Area: Consumer Sciences

(614) 688-1783
bujisic.1@osu.edu

Biography

Milos Bujisic is an assistant professor of Hospitality Management in the Department of Human Sciences. He has 10 years of experience in the international trade and hospitality industry. He owned and managed a company that provided financial consultancy services in the hospitality industry and operated a restaurant and a bar in Belgrade, Serbia. Previously, he served as the general manager of Highlander Restaurant, El Gouna, Egypt and sales manager in Kandis Company, Belgrade, Serbia.

Bujisic earned his PhD in Hospitality Education from University of Central Florida, and his Master degree in tourism and hospitality management form Singidunum University in Serbia. He published 18 refereed journal papers and presented 24 refereed conference papers and several invited papers. His research is focused on customer experience in different service settings such as hospitals, hotels, restaurants and air travel. Additionally, he worked on studies related to revenue management, lodging sales, pricing, and information systems. Some of his more notable publications are "Not All Smiles Are Created Equal: Investigating the Effects of Display Authenticity and Service Relationship on Customer Tipping Behavior" and "The Effect of Pricing Strategies of F&B and Entrance Fees on Perceived Fairness and Return Intentions: A Mixed Methodology Study."

Education

  • PhD, Hospitality Management, University of Central Florida, Orlando, 2014
  • MS, Tourism and Hospitality, Singidunum University, Belgrade, Serbia, 2009
  • BS, Economics, University of Belgrade, Belgrade, Serbia, 2004

Research Interests

Research Summary

Bujisic's main research interest is customer experience and behavior in service sector. He has conducted several studies that address the issue of the effect of different personality traits on customer behavior in tourism and hospitality setting as well as different drivers of customer experience in different service settings. He is currently working on several research projects including:

  • The effect of quality of non-medical services on patient satisfaction and experience – this study focuses on the analysis of all supporting hospital services that have a direct effect on patients’ satisfaction such as quality of food, hospital design or employee service.
  • Time Share Product for a new generation – The objective of this study is to develop a model of a new time share product that could appeal to younger generation. Additionally this study aims to develop a new instrument for the measurement of the quality of time share service.
  • Capacity of Local Foods to Alleviate Poverty and Consumer Perception of Food Safety and Other Health Benefits - The main objective of this project would be to examine how standard of living and economic status of young, low-income workforce in rural regions can be improved with the promotion of local organic agriculture. 

Selected Publications

  1. Bujisic, M., Hutchinson, J., & Parsa, H.G. (accepted) The Effect of Ambiance, Food and Service Quality on Restaurant Customer Behavioral Intentions. International Journal of Contemporary Hospitality Management.
  2. Bujisic, M., Hutchinson, J., & Parsa, H.G. (accepted) The Effect of Ambiance, Food and Service Quality on Restaurant Customer Behavioral Intentions. International Journal of Contemporary Hospitality Management.
  3. Bujisic, M., Hutchinson, J. & Bilgihan, F. (2014). The Effect of Pricing Strategies of F&B and Entrance Fees on Perceived Fairness and Return Intentions: A Mixed Methodology Study. Journal of Revenue and Pricing Management 13(1), 35-60.
  4. Bujisic, M., Wu,  L., Mattila, A., & Bilgihan, A. (2014) Not All Smiles Are Created Equal: Investigating the Effects of Display Authenticity and Service Relationship on Customer Tipping Behavior, International Journal of Contemporary Hospitality Management, 26(2), 293-306.
  5. Bujisic, M., Bilgihan, F. & Smith, S. (accepted). Relationship between Guest Experience, Personality Characteristics and Satisfaction: Moderating Effect of Extraversion and Openness to Experience, Tourism Analysis: An Interdisciplinary Journal.
  6. Bujisic, M., Parsa, H.G., Gallowey, J., Hern, L. & Bilgihan, A. (2014), Service Failure, Tipping Behavior and the Effect of Service Industry Experience, Journal of Quality Assurance in Hospitality and Tourism, 15(3), 253-268.
  7. Bujisic, M., Hutchinson, J. & Bilgihan, F. (in press). The Application of Revenue Management in Beverage Operations, Journal of Foodservice Business Research, 17(4).
  8. Bujisic, M., Choi, Y., Parsa, H.G. & Krawczyk M. (2013). Tipping Practices In Food and Beverage Operations:  A Longitudinal Study, Journal of Culinary Science & Technology, 11(3), 241-258.
  9. Bilgihan, F, Nusair., K., Okumus, F. & Bujisic, M. (2013). Online Hotel Booking Experience: Flow Theory, Measuring Online Customer Experience and Managerial Implications. Information Technology & Tourism, 14(10), 49-71.
  10. Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013) Airport Service Quality Drivers of Passenger Satisfaction, Tourism Review, 68(4), 3-18.
  11. Bilgihan, A., Nusair, K., Okumus, F., & Bujisic, M. (2013). The Role of Demographics in Predicting e-Loyalty in Social Network Websites, Journal of Information Science & Technology, 9(2).
  12. Parsa, H.G. & Bujisic, M. (2014). Consumer Comment Behavior and the Calendar Effect: A Longitudinal Study in Services, Journal of Services Research, 14(1).
  13. Dutta, K., Parsa, H.G., Parsa, A.R. & Bujisic, M.(2014). Change in Consumer Patronage and Willingness to Pay at Different Levels of Service Attributes in Restaurants: A Study from India, Journal of Quality Assurance in Hospitality and Tourism, 15(2), 149-174.