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Department of Human Sciences Directory

Contact information for regional faculty members is located on the main College Directory.

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.

Stephanie has authored about thirty refereed journal and conference proceeding publications. 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. Her work has appeared in top-tier hospitality and service management journals including Journal of Service Research, Journal of Business Research, Journal of Services Marketing, Cornell Hospitality Quarterly, and International Journal of Hospitality Management. She won the Best Paper Award at the 2015 Annual International Council on Hotel, Restaurant and Institutional Educator (ICHRIE) Conference.
Stephanie serves as an Editorial Director at Journal of Service Management. She also serves as an ad hoc reviewer for numerous journals and conferences such as Cornell Hospitality Quarterly, International Journal of Hospitality Management, Journal of Hospitality and Tourism Research, International Journal of Contemporary Hospitality Management, Journal of Service Management, Journal of Service Theory and Practice, International Council on Hotel, Restaurant, and Institutional Educator (ICHRIE) Conference, Graduate Education & Graduate Student Conference in Hospitality and Tourism, among others.

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

•    Li, Y., & Liu, S.Q. (forthcoming). So unfair: my boarding pass is differently colored! the 17th Asia Pacific Forum for Graduate Students Research in Tourism, Honolulu, HI.
•    Huang, H., & Liu, S.Q. (2018). Do you post the right photos? Effective strategies for marketing tourism experience on Airbnb, the 2018 EHE Student Research Forum, Columbus, OH.
•    Bogicevic, V., & Liu, S.Q. (2018). Round vs. just-below endings: effective pricing after green remodeling, the 23th Annual Graduate Education & Graduate Student Research Conference in Hospitality and Tourism, Fort Worth, TX.
•    Bogicevic, V., Seo, S., Kandampully, J., & Liu, S.Q. (2017). Service preview using Virtual Reality: enhancing hotel pre-experience in customer journey, the 9th World Conference for Graduate Research in Tourism, Hospitality, & Leisure, Cartagena, Spain.
•    Ozanne, M., Liu, S.Q., & Mattila, A.S. (2017). See what I “like”! Examining indirect sharing on Facebook, the 22nd 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 22nd 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 21st 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, the 2015 Annual ICHRIE Conference, Orlando, FL.
•    Liu, S.Q., & Mattila, A.S. (2015). Effective communication strategies for store remodeling, the 2015 Annual ICHRIE Conference, Orlando, FL.
•    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, the 2014 Annual ICHRIE 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 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, the 2014 Annual ICHRIE 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

Journal Articles:

  • Liu, S.Q., Mattila, A.S., & Bolton, L.E. (forthcoming). Selling painful yet pleasurable service offerings: an examination of hedonic appeals. Journal of Service Research.
  • Liu, S.Q., Bogicevic, V., & Mattila, A.S. (forthcoming). Circular versus angular servicescape: “shaping” customer response to a fast service encounter pace. Journal of Business Research.
  • 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., Ozanne, M., & Mattila, A.S. (forthcoming). Does expressing subjectivity in online reviews enhance persuasion? Journal of Consumer Marketing.
  • 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). Effective communication strategies for store remodeling. Cornell Hospitality Quarterly, 57(4), 411-420. 
  • 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). Using comparative advertising to promote technology-based hospitality services. Cornell Hospitality Quarterly57 (2), 162-171. 
  • Liu, S.Q., & Mattila, A.S. (2015). “I want to help” versus “I am just mad”: how affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly56 (2), 213-222. 
  • Liu, S.Q., & Mattila, A.S. (2015). Ethnic dining: need to belong, need to be unique, and menu offering. International Journal of Hospitality Management49, 1-7.
  • 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 Sciences5 (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).