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Qing Liu

Assistant Professor, Department of Human Sciences

Program Area: Consumer Sciences

liu.6225@osu.edu

Personal Website

Biography

Stephanie Liu is an assistant professor of hospitality management in the Department of Human Sciences. She earned her PhD in Hospitality Management (specialization: Services Marketing), MAS in Applied Statistics, and MS in Hotel, Restaurant, and Institutional Management from the Pennsylvania State University. Prior to coming to Ohio State, she was an instructor in the Penn State School of Hospitality Management and a statistical consultant in the Penn State Statistical Consulting Center. Her professional experience covers various sectors of the service industry including lodging, banquet operations, convention and exhibition, and consulting.

As a services marketing scholar, Stephanie’s research examines marketing strategies and consumer behavior related to experiential consumption, with substantive interests in service encounter, advertising, social media, and technology innovation.She has published in top-tier journals such as Cornell Hospitality Quarterly, and International Journal of Hospitality Management, and Journal of Services Marketing. She won the Best Paper Award at the 2015 Annual International Council on Hotel, Restaurant and Institutional Educator (ICHRIE) Conference. Stephanie currently serves as the Editorial Director at Journal of Service Management.

Education

  • CHE, Certified Hospitality Educator, American Hotel & Lodging Educational Institute (AHLEI)
  • PhD, Hospitality Management, The Pennsylvania State University, 2016
  • MAS, Applied Statistics, The Pennsylvania State University, 2014
  • MS, Hotel, Restaurant, and Institutional Management, The Pennsylvania State University, 2012
  • BS, Hotel, Restaurant, and Institutional Management, The Pennsylvania State University, 2011

Research Summary

  • Marketing strategies for service firms
  • Hedonic consumption
  • Service encounter management
  • Advertising and social media
  • Technology innovations in the service industry

Selected Presentations

  • Ozanne, M., Liu, S.Q., & Mattila, A.S. (2017). See what I “like”! Examining indirect sharing on Facebook, the 22th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX.
  • Li, Y., Bujisic, M., & Liu, S.Q. (2017). Is tourism the world’s peace industry? An application of contact hypothesis in tourism and peace research, the 22th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX.
  • Liu, S.Q., & Mattila, A.S. (2016). Personalized online advertising: The case of Airbnb, the 21th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Philadelphia, PA.
  • Liu, S.Q., & Mattila, A.S. (2015). “Don’t miss their secret menu!” Understanding consumers’ need to belong and need to be unique in ethnic restaurants, 2015 Annual ICHRIE Summer Conference, Orlando, FL.
  • Liu, S.Q., & Mattila, A.S. (2015). Effective communication strategies for store remodeling, 2015 Annual ICHRIE Summer Conference, Orlando, FL. [Best Paper Award]
  • Liu, S.Q., & Mattila, A.S. (2015). Loyalty reward programs going green: Understanding member and bystander satisfaction, the 24th Annual Frontiers in Service Conference, San Jose, CA.
  • Liu, S.Q., & Mattila, A.S. (2015). Using comparative advertising to promote technology-based hospitality services, the 20th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Tampa, FL.
  • Liu, S.Q., & Mattila, A.S. (2015). Customer reactions to “secret menus” in ethnic restaurants, the 20th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Tampa, FL.
  • Liu, S.Q., & Mattila, A.S. (2014). Understanding customer feedback behaviors in a restaurant setting, 2014 Annual ICHRIE Summer Conference, San Diego, CA.
  • Liu, S.Q., & Mattila, A.S. & Cranage, D.A. (2014). Using comparative advertising to promote services: The role of regulatory focus and ad format, 2014 Annual ICHRIE Summer Conference, San Diego, CA.
  • Liu, S.Q., & Mattila, A.S. (2014). Store remodeling for customers or for the brand? The story of trust in buyer-seller relationships, 2014 Annual ICHRIE Summer Conference, San Diego, CA.
  • Liu, S.Q., & Mattila, A.S. (2014). “I’m just mad” versus “I want to help” The role of affective commitment and feedback use in customers’ feedback decisions, the 19th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Houston, TX.

Selected Publications

Selected Journal Publications:

  • Choi, S., Liu, S.Q., & Mattila, A.S. (forthcoming). Consumer response to authentic-language vs. English-language menu labeling in ethnic dining. Cornell Hospitality Quarterly. 
  • 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.
  • 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. (forthcoming). Airbnb: Online targeted advertising, sense of power, and consumer decisions. International Journal of Hospitality Management.
  • Liu, S.Q., & Mattila, A.S. (forthcoming). The influence of a “green” loyalty program on service encounter satisfaction. Journal of Services Marketing.
  • 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.
  • 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.
  • Verruma-Bernardi, M.R., Lee, K., Liu, S.Q., & Bordi, P.L. (2014). Chocolate milk with sucrose and stevia preference by pre- and post-menopausal women. Food and Nutrition Sciences, 5 (14), 1352-1358.

Book Chapters:

  • 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).