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Hospitality Management Faculty Publications

Journal Articles

Forthcoming

  • 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.

2016

  • Jang, J and Kandampully, J. (2016) Reducing Employee Turnover Intention through Servant Leadership in the Restaurant Context: A Mediation Study of Affective Organizational Commitment. International Journal of Hospitality & Tourism Administration (forthcoming).

  • Bilgihan, A., Kandampully, J. and 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.

  • 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.

2015

  • Park, H., Seo, S., and 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., and Bilgihan, A. (2015) “Online Co-innovation Communities: A Conceptual Framework”. Journal of Hospitality and Tourism Technology, 6 (3), 311-328

  • Choi, H.Y., Jang, J. and 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. and Bouquiaux, L. (2015) “Online Customer Engagement: Creating Social Environments through Brand Community Constellations”. Journal of Service Management, 26 (5) 777-806.

  • Hwang, J. and 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. and Bilgihan, A., (2015) “Customer Loyalty: A Review and Future Directions with a Special Focus on the HospitalityIndustry”. International Journal of Contemporary Hospitality Management, Volume 27 (3) 379-414.

  • Reynoso, J., Kandampully, J., Xiucheng, F. and Paulose, H. (2015) “Learning from Socially Driven Service Innovation in Emerging Economies”. Journal of Service Management, Volume 26 (1). 156-176.

  • Peng, C., Bilgihan, A. and 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).

  • 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).

  • Bujisic, M., Bilgihan, F. & Smith, S. (2015). Relationship between Guest Experience, Personality Characteristics and Satisfaction: Moderating Effect of Extraversion and Openness to Experience, Tourism Analysis: An Interdisciplinary Journal.

  • 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.

Before 2015

  • Kandampully, J., Keating, B., Kim, B.C., Mattila, A and Solnet, D. (2014) “Service Research in the Hospitality Literature: Insights from a systematic review (1998-2012)”. Cornell Hospitality Quarterly, 55 (3) August, 287 - 299.

  • Bilgihan, A., Peng, C., and Kandampully, J. (2014) “Generation Y¹s Dining Information Seeking and Sharing Behavior on Social Networking Sites: An Exploratory Study". International Journal of Contemporary Hospitality Management, 26 (3) 349-366.

  • Park, S.H. and Kandampully, J. (2014) “The Antecedents and Consequences of Hospitality Brand Image: Based on Keller’s Customer-Based Brand Equity”. Alliance Journal of Business Research, Vol. 7 (2).

  • Zhang, T., Kandampully, J. and Choi, H.Y (2014) “The Role of Employee Wellness Program in the Hospitality Industry: A Review of Concepts, Research, and Practice”. Research in Hospitality Management, 4 (1-2) 45-54.

  • Seo, S., & Hwang, J. (2014). Does gender matter? Examining gender composition's relationships with meal duration and spending in restaurants. International Journal of Hospitality Management, 42, 61-70.

  • Seo, S., Jang, S. S., Almanza, B., Miao, L., & Behnke, C. (2014). The negative spillover effect of food crises on restaurant firms: Did Jack in the Box really recover from an E. coli scare?. International Journal of Hospitality Management, 39, 107-121.

  • Behnke, C., Seo, S., & Miller, K. (2014). Enhancing the study abroad experience: A longitudinal analysis of hospitality-oriented, study abroad program evaluations. Tourism Management, 42, 271-281.

  • Bujisic, M., Hutchinson, J., & Parsa, H.G. (2014) The Effect of Ambiance, Food and Service Quality on Restaurant Customer Behavioral Intentions. International Journal of Contemporary Hospitality Management, 26(8), 1270-1291.

  • 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.

  • 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.

  • 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.

  • Bujisic, M., Hutchinson, J. & Bilgihan, F. (2014). The Application of Revenue Management in Beverage Operations, Journal of Foodservice Business Research, 17(4).

  • Parsa, H.G. & Bujisic, M. (2014). Consumer Comment Behavior and the Calendar Effect: A Longitudinal Study in Services, Journal of Services Research, 14(1).

  • 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.

  • 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.

  • Bilgihan, A., Severt, D., and Kandampully, J. (2013) Using Word Trees, Word Networks, and Tag Clouds to Provide Meaningful Insights: A Case Study of Electronic Word of Mouth for Service Delivery. International Journal of Service Science, Management, Engineering, and Technology, 4 (4), 19-42.

  • Bilgihan, A., Sukhu, A., and Kandampully, J. (2013) The Role of Website Features in Creating Loyalty: The Mediating Effect of Commitment. International Journal of Service Science, Management, Engineering and Technology,4 (3), 37-50.

  • Wirtz. J., Ambtman. A., Bloemer.J., Horváth. C., Ramaseshan. B., De Klundert, J., Canli, Z and Kandampully, J. (2013) Managing Brands and Customer Engagement in online Brand Communities. Journal of Service Management, Vol. 24 (3) 223-244.

  • Wang, Y, Kandampully, J. and He, J. (2013) “‘Tailoring’ customization services: Effects of customization mode and consumer regulatory focus”. Journal of Service Management, 24 (1) 82-104.

  • Seo, S., Jang, S.C.S (2013). The roles of brand equity and branding strategy: A study of restaurant food crises. International Journal of Hospitality Management 34, 192-201.

  • Seo, S., Jang, S.C.S., Miao, L., Almanza, B., & Behnke, C. (2013). The impact of food safety events on the value of food-related firms: An event study approach. International Journal of Hospitality Management, 33, 153-165.

  • Behnke, C., Seo, S., & Miller, K. (2012). Assessing Food Safety Practices in Temporary Foodservice Establishments. Food Protection Trends 32 (5), 16-23.

  • 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.

  • 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.

  • Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013) Airport Service Quality Drivers of Passenger Satisfaction, Tourism Review, 68(4), 3-18.

  • 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).

  • Hwang, J., and Kandampully, J. (2012) The Role of Self-Construal and Emotions in Younger Consumers’ Commitment to Luxury Brands” The Research Journal of the Costume Culture, 20 (4), 1-12.

  • Solnet, D., Hood, A. and Kandampully, J. (2012) Generation Y as hospitality industry employees: An examination of work attitude differences. Journal of Applied Management and Entrepreneurship, 17 (3), 36-54.

  • Hwang, J., and Kandampully, J. (2012) The Role Of Emotional Aspects In Younger Consumer-Brand Relationships. The Journal of Product & Brand Management, Volume 21, (2) 98-108.

  • Robertson, N., McQuilken, L. and Kandampully, J (2012) Self-Service Technology Recovery: Conceptualising the Role of Guarantees. Journal of Consumer Behaviour, 11, (1) 21-30.

  • Kim, J.H, Kim, M. and Kandampully, J. (2011) The Impact of E-retail Buying Environment Characteristics on E-satisfaction and Purchase intent. International Journal of Service Science, Management, Engineering, and Technology, 2(3), 1-19, July-September.

  • Nadiri,H., Hussain, K, and Kandampully, J. (2011) Zones of Tolerance for Higher Educaiton Services: A Diagnostic Model of Service Quality Towards Student Services. Education and Science, Vol. 35, (159) 112-125.

  • Kandampully, J., Juwaheer, T.D., and Hu, H.H. (2011) The Influence of a Hotel Firm’s Quality of Service and Image and its Effect on Tourism Customer Loyalty. International Journal of Hospitality & Tourism Administration, Vol.12 (1), 21- 42.

  • Schubert, F., Kandampully, J., Solnet, D., and Hood, A. (2011) Consumer Perceptions of Green Restaurants in the US. Tourism and Hospitality Research, Vol. 10 (4) 268-300.

Books and Chapters

  • J. Kandampully and 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).
  • J. Kandampully (2014) Customer Experience Management: Enhancing Experience and Value through Service Management. (ed), Kendall Hunt Publishing Company, USA.
  • J. Kandampully (2013) Service Management in Health and Wellness Services. (ed), Kendall Hunt Publishing Company, USA.
  • J. Kandampully (2011) Service Management: The new paradigm in retailing. (ed) Springer, USA. This book has been commissioned for translation and publication in Chinese.
  • J. Kandampully (2006) Services Management: The new paradigm in hospitality. (Second Edition) Prentice Hall, USA.
  • J. Kandampully (2002) Services Management: The new paradigm in hospitality. (First Edition) Pearson Education Australia. Also published in Chinese.
  • J. Kandampully, C.Mok and B. Sparks (2001) Service Quality Management in Hospitality, Tourism and Leisure, (Eds) Haworth Press, USA. Published in Chinese, Korean and Arabic.