Research and Reports

Appearances on and Contributions to Popular Press

The Center for Services Marketing & Management is happy to share these links to faculty appearances and contributions to popular press. Center faculty endeavor to publish research that is both rigorous and relevant.

WPTV: "FAU study: Airlines, airports must do more to alleviate stress of travel," October 21, 2020. Ye Zhang and Melanie Lorenz: https://www.wptv.com/news/region-s-palm-beach-county/boca-raton/fau-study-airlines-airports-must-do-more-to-alleviate-stress-of-travel

Flyer Talk: "To Bring Back Passengers, Airlines Must Reduce Air Travel Stress," October 19, 2020. Ye Zhang and Melanie Lorenz: https://www.flyertalk.com/articles/to-bring-back-passengers-airlines-must-reduce-air-travel-stress.html

Published Service Research

Below is a list of published research by Center faculty. Please sort by Discipline, Topic, Author, or Article Title.

Discipline	Topic	Center Author	Article Title	Publication
Marketing	Transformative Service Research	Andrew Gallan	Transformative Service Research: An Agenda for the Future	Journal of Business Research
Marketing	Service Recovery	Cheryl Burke Jarvis	Positive Psychological Capacities: The Mystery Ingredient in Successful Service Recoveries?	Journal of Services Marketing
Marketing	Service Recovery	Melanie Lorenz	Severe Service Failure Recovery Revisited: Evidence of its Determinants in an Emerging Market Context	International Journal of Research in Marketing
Operations	Service Quality	Ravi Behara	Modelling and Evaluating Service Quality Measurement Using Neural Networks	International Journal of Operations & Production Management
Operations	Customer Satisfaction	Ravi Behara	Customer Satisfaction Measurement and Analysis Using Six Sigma	International Journal of Quality & Reliability Management
Operations	Service Quality	Ravi Behara	Analysis of Quality Management Practices in Services	International Journal of Quality & Reliability Management
Hospitality	Technology	Anil Bilgihan	Hotel Guest Preferences of In-Room Technology Amenities	Journal of Hospitality and Tourism Technology
Hospitality	Customer Loyalty	Anil Bilgihan and Peter Ricci	Service Attributes as Drivers of Behavioral Loyalty in Casinos: The Mediating Effect of Attitudinal Loyalty	Journal of Retailing and Consumer Services
Marketing	Service Innovation	Cheryl Burke Jarvis	Frontline Employee Motivation to Participate in Service Innovation Implementation	Journal of the Academy of Marketing Science
Marketing	Cultural Issues	Paul Koku	Services Marketing Practices in Diverse Cultures: Canada Compared to Qatar	Journal of Services Marketing
Marketing	Customer Experience	Andrew Gallan & Cheryl Burke Jarvis	Customer Positivity and Participation in Services: an Empirical Test in a Health Care Context	Journal of the Academy of Marketing Science
Marketing	Transformative Service Research	Andrew Gallan	Transforming Community Well-Being through Patients' Lived Experiences	Journal of Business Research
Marketing	Analytics & Metrics	Andrew Gallan	Perfect Ratings with Negative Comments: Learning from Contradictory Patient Survey Responses	Patient Experience Journal
Tourism	Customer Experience	Ye Zhang	Understanding Changes in Tourists’ Use of Emotion Regulation Strategies in a Vacation Context	Journal of Travel Research
Marketing	Customer Loyalty	Cheryl Burke Jarvis	Reaching the Breaking Point: A Dynamic Process Theory of Business-to-Business Customer Defection	Journal of the Academy of Marketing Science
Marketing	Customer Experience	Paul Koku	Marketing Dispossession: A Strategy for Financial Services that Considers Customers’ Mental Health	International Journal of Bank Marketing
Marketing	Analytics & Metrics	Andrew Gallan	Evaluation and Measurement of Patient Experience	Patient Experience Journal
Marketing	Cultural Issues	Melanie Lorenz	Service Excellence in the Light of Cultural Diversity: The Impact of Metacognitive Cultural Intelligence	Journal of Service Theory and Practice
Marketing	Customer Experience	Andrew Gallan	How Do You Feel Today? Managing Patient Emotions During Health Care Experiences to Enhance Well-Being	Journal of Business Research
Marketing	Service Innovation	Andrew Gallan	Service-Logic Innovations: How to Innovate Customers, Not Products	California Management Review
Marketing	Service Innovation	Andrew Gallan	An Expanded and Strategic View of Discontinuous Innovations: Deploying a Service-Dominant Logic	Journal of the Academy of Marketing Science
Marketing	Customer Satisfaction	CM Sashi	Communication, Interactivity, and Satisfaction in B2B Relationships	Industrial Marketing Management
Marketing	Customer Relationship Management	Cheryl Burke Jarvis	The Role of Customer Gratitude in Relationship Marketing	Journal of Marketing
Marketing	Cultural Issues	Melanie Lorenz	Exploring the Impact of Cross-Cultural Management Education on Cultural Intelligence, Student Satisfaction, and Commitment	Academy of Management Learning & Education
Tourism	Transformative Service Research	Ye Zhang	The Changing Importance of Vacations: Proposing a Theoretical Explanation for the Changing Contribution of Vacations to People's Quality of Life	Annals of Tourism Research
Hospitality	Customer Engagement	CM Sashi & Anil Bilgihan	Social Media, Customer Engagement and Advocacy: An Empirical Investigation Using Twitter Data for Quick Service Restaurants	International Journal of Contemporary Hospitality Management
Operations	Customer Experience	Ravi Behara	Mine Customer Experiences	Quality Progress
Tourism	Customer Satisfaction	Ye Zhang	Dimensions of Lodging Guest Satisfaction among Guests with Mobility Challenges: A Mixed-Method Analysis of Web-Based Texts	Tourism Management
Tourism	Customer Experience	Ye Zhang & Peter Ricci	Beyond Accessibility: Empowering Mobility-Impaired Customers with Motivation Differentiation	International Journal of Contemporary Hospitality Management
Tourism	Service Innovation	Ye Zhang	Residents' Preferences for Involvement in Tourism Development and Influences from Individual Profiles	Tourism Planning & Development