University of Nevada, Las Vegas
UNLV
 
       
   


  One2One Meetings

The One2One tradition was started last year at the conference at the University of Central Florida.  It is designed to give you the opportunity to speak with scholars in the hospitality and tourism field and talk to them one-to-one about their research projects, your research projects, your future career or educational plans or other topics of interest.  Each session will last 15 minutes.  To obtain maximum value from the limited time, you may want to come prepared with specific questions. 

To schedule a One2One session please send us your first three choices for One2One scholar meetings to the email below and you will receive a confirmation of your schedule.  One2One opportunities are scheduled during the break and poster session on Sunday afternoon (3-4pm); during the break and poster session on Monday morning (10:30-11am) and then again during poster session “E” and the break on Monday afternoon (3-4pm).  If your One2One session conflicts with your presentation, we will make schedule changes accordingly – just let us know.

One2One email: gradstudentconference@unlv.edu

PLEASE NOTE: One2One Scholars are still being added to the list.  Please check back for additional options.

Sunday, January 4, 2009, 3-4 pm (Salon C and Stan Fulton Bistro)

Dr. Abraham Pizam, University of Central Florida
Dr. Chihyung Ok, Kansas State University
Dr. Anna S. Mattila, The Pennsylvania University
Dr. Clayton Barrows, University of New Hampshire
Dr. Joan Marie Clay, University of North Texas
Dr. Ercan (Sirakaya) Turk, University of South Carolina
Dr. Dogan Gursoy, Washington State University  
Dr. Atul Sheel,  University of Massachusetts, Amherst
Dr. Seyhmus Baloglu, University of Nevada, Las Vegas
Brad Warga, Harrah’s Entertainment

Monday, January 4, 2009, 11am-12pm (Sonoma B, Napa A, Napa B, Convention Center)

Dr. Barbara Almanza, Purdue University
Dr. Kaye Chon, Hong Kong Polytechnic University
Dr. Clark Hu, Temple University
Dr. Jay Kandampully, Ohio State University
Dr. Woody Kim,
Florida State University
Dr. Ken McCleary, Virginia Tech
Dr. Bob Nelson, University of Delaware
Dr. W. Terry Umbreit, University of Memphis


Scholar's Bios

Dr. Abraham Pizam

Abraham Pizam is Dean and Linda Chapin Eminent Scholar Chair in Tourism Management in the Rosen College of Hospitality Management, at the University of Central Florida, Orlando, Florida, U.S.A. Previously he was Chair and founder of the department of Hospitality Management at the University of Central Florida, and Director of Graduate Programs in the Hotel Restaurant and Travel Administration department, University of Massachusetts, Amherst, Massachusetts, USA.

Professor Pizam is widely known in the field of Hospitality and Tourism Management and has conducted research projects, lectured, and served as a consultant in more than 30 countries. He has held various academic positions, in the U.S., U.K., France, Austria, Australia, New-Zealand, Singapore, Israel and Switzerland, is the author of 146 scientific publications and seven books, and is on the editorial staff of 15 academic journals in the field of tourism/hospitality management.

Professor Pizam has conducted consulting and research projects for a variety of tourism/hospitality organizations such as: international tourism agencies (World Travel & Tourism Council, International Hotel and Restaurant Association), national tourist offices (New Zealand, Morocco, Spain, Israel), private enterprises (hotels, theme parks, tour operators, airlines, restaurants, American Express, Co., etc.), regional tourism bodies, state tourism offices (Florida, Massachusetts.), tourism professional associations, and the US federal government (USDA).

Pizam holds a Master’s degree from New York University and a Ph.D. from Cornell University, and is the recipient of several hospitality/tourism academic awards.

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Dr. Chihyung Ok

Dr. Chihyung Ok is an assistant professor of Hospitality Management at Kansas State University. He teaches hospitality marketing, lodging management theory, research methods, and strategic management and case studies. He received his Ph.D. from Kansas State University, M.S. from Florida International University, and B.S. from Sejong University, Korea. 

Dr. Ok’s research interests are in hospitality services marketing and consumer behavior. His work has focused on the service recovery, customer satisfaction, and relationship marketing. He has published articles analyzing 1) role of service recovery in the development of long-term relationships with customers; 2) role of customer-to-employee relationships in the development of customer-to-firm relationships; and 3) influences of customer orientation of service employees and rapport on service outcome variables. His current research interests include the interpersonal relationship between service employees and customers and its impact on customers’ attitudinal and behavioral outcomes. 

He is also working on research projects that examine 1) roles of residents’ interpersonal relationships with employees at the senior service facilities; 2) senior residents’ satisfaction and well-being in continuing care retirement communities; 3) foodservice employees’ job satisfaction/dissatisfaction in continuing care retirement communities; and 4) motivation factors and assessment of the attractiveness of communities in proximity to a college town.

Research Topics
Hospitality services marketing and consumer behavior, service recover, customer satisfaction and relationship marketing

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Dr. Anna S. Mattila

Dr. Anna S. Mattila, is a professor at the School of Hospitality management at The Pennsylvania State University. She holds a Ph.D. in services marketing from Cornell University. Her research interests focus on service encounters with a particular interest in service failures and service recovery and cross-cultural research. Her work has appeared in the Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Journal of Consumer Psychology, Psychology & Marketing, Journal of Services Marketing, International Journal of Service Industry Management, Cornell Hotel & Restaurant Administration Quarterly, Journal of Travel Research, International Journal of Hospitality Management, Tourism Management and in the Journal of Hospitality & Tourism Research. Anna has written several book chapters and currently serves on thirteen editorial boards in journals specializing in services management. She is also the Chief Editor of Journal of Hospitality & Tourism Research. Anna is a recipient of John Wiley & Sons Lifetime Research Award and The University of Delaware Michael D. Olsen Lifetime Research Achievement Award.

Research topics: service encounters with an emphasis on service failures, service recovery and cross-cultural research

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Dr. Clayton Barrows

Dr. Clayton Barrows is a graduate of the University of Massachusetts and is currently Professor of Hospitality Management at the University of New Hampshire where he teaches classes in hospitality management with an emphasis on private club management. He has worked in the hospitality industry and hospitality education in the US and Canada for 30 years. Prior to joining the faculty at the University of New Hampshire (in 2006), he was Professor in the School of Hospitality and Tourism Management at the University of Guelph in Canada. While at Guelph, he also served as the coordinator of the MBA program in Hospitality and Tourism. 

Dr. Barrows’ areas of expertise are food and beverage management and private club management. He has published numerous articles in both of these areas in such journals as the Journal of Foodservice Business Research, Tourism and Hospitality Research: The Surrey Quarterly Review and the International Journal of Contemporary Hospitality Management. Additionally, he has co-authored four books relating to the hospitality industry - most recently, the ninth edition of Introduction to Management in the Hospitality Industry.  Dr. Barrows is an active member of several professional hospitality organizations including the Club Managers Association of America and the International Council on Hotel, Restaurant and Institutional Education. 

Clayton was the winner of the 2008 Stevenson W. Fletcher Achievement Award from I-CHRIE. Clayton was also the recipient of the University of Guelph’s 2002 Presidential Distinguished Professor Award which he received in recognition of contributions in teaching, research and service. Finally, he is editor of the International Journal of Hospitality and Tourism Administration, a Haworth Press publication.

Research topics – food and beverage management and private club management

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Dr. Joan Marie Clay

Dr. Joan Marie Clay is professor and past chairperson in the Division of the Hospitality Management at the University of North Texas (UNT). Joan has been a faculty member in the UNT School of Merchandising and Hospitality Management for the past 17 years teaching primarily in the areas of human resources, cost controls, and legal aspects of hospitality management. Joan has held faculty positions in the business schools at UNT, Texas Tech University, and College of St. Mary in Omaha, Nebraska. 

Joan serves the Accreditation Commission for Programs in Hospitality Administration (ACPHA) as a member of site visitation teams and serves on the Hong Kong Council for Academic Accreditation (HKCAA). On-site in Hong Kong, she evaluates accreditation standards, submissions, and processes. She also evaluates yearly progress updates. 

Joan is an external reviewer in the Management and General Business categories for on-line learning modules for Multimedia Education Resources for Learning and Online Teaching (MERLOT). She serves on the editorial board for the Electronic Journal of Hospitality Legal, Safety ,and Security Research, and on the research review boards for Cornell Hotel & Restaurant Administration Quarterly, Hospitality E-Business Analysis, Research, and Development, International Journal of Hospitality & Tourism Administration, Journal of Foodservice Business Research, and Journal of Travel & Tourism Marketing.

Her research has resulted in extensive publication in noted academic and practitioner journals. Joan was recognized as a “National Research Scholar in Hospitality Management” by the Journal of Hospitality and Tourism Education in 2002.

Research areas: Human Resources, Legal

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Dr. Ercan (Sirakaya) Turk

Ercan [Sirakaya] Turk, Ph.D., is a Sloan research professor of tourism in the School of Hotel, Restaurant and Tourism Management at the University of South Carolina. He received his Ph.D. and MS from Clemson University, South Carolina USA. He is the 2006-2007, recipient of the US State Department’s prestigious Fulbright scholarship to teach tourism and conduct destination development and branding studies in Russia. Before joining USC, Professor Turk was a faculty member at Texas A&M University (1998-2006) and the Pennsylvania State University (1996-1998). 

Dr. Turk has published a significant number of articles in the area of tourism destination marketing and developmental policy in prestigious tourism journals such as the Annals of Tourism Research, Journal of Travel Research, Tourism Management, and Tourism Analysis. Dr. [Sirakaya] Turk is the founding and current associate editor-in-chief for an online tourism research bulletin (e-Review of Tourism Research). He also serves at editorial boards of several major journals including Journal of Travel Research, Tourism Analysis, European Journal of Polical and Anatolia and is a field reviewer for numerous academic journals. He serves as a member in an international Think Tank group (BEST-EN) that deals with issues of sustainable tourism development issues in developing countries. His dissertation work has received a prestigious TTRA’s William B. Keeling award. He served as a faculty senator and was a member of the Institutional Review Board (Ethics Board in Human Research Subjects) of Texas A&M University (2002-2005). He teaches tourism economics, marketing and research methods classes. Currently, he is completing a research methods book and numerous publications pertaining to branding places and sustainability.

Research Interests
Tourism Policy and Development through Sustainable Tourism: a) Tourism Impact Studies b) Tourism issues in developing countries c) Sustainable tourism

Quantitative Analysis: International tourism and marketing research

Destination Marketing and Management: 1) Methods of market segmentation and appropriate strategy formulation 2) Accountability research: Advertising effectiveness and conversion studies; 3) Decision-making: factors affecting destination choices (e.g., tourist motivation, images, attitudes)

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Dr. Dogan Gursoy

Dogan Gursoy is the editor of Journal of Hospitality Marketing & Management and Associate Professor at Washington State University in the School of Hospitality Business Management. He received his Ph.D. degree from Virginia Tech, M.S. degree from University of New Haven and B.A. from the School of Business and Economics at Cukurova University, Turkey. His area of research includes hospitality and tourism marketing, tourist behavior, travelers’ information search behavior, community support for tourism development, cross-cultural studies, consumer behavior and involvement. His research has been published broadly in refereed Tier I journals such as Annals of Tourism Research, International Journal of Hospitality Management, Journal of Hospitality and Tourism Research, and Journal Travel Research. His research has been presented at numerous hospitality and tourism conferences and received numerous research awards. He serves on the editorial board of several journals including Annals of Tourism Research (associate editor), Journal of Travel Research, Journal of Social Inquiry (associate editor) Tourism Analysis, Journal of Travel & Tourism Marketing, International Journal Contemporary Hospitality Management, Advances of Hospitality and Leisure, Journal of Quality Assurance in Hospitality & Tourism, Tourism and Hospitality Management, etc. He is also an active member of Travel and Tourism Research Association (TTRA), the International Society of Travel and Tourism Educators (I-CHRIE), and EuroCHRIE.

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Dr. Atul Sheel

Atul Sheel, Ph.D, is the Graduate Program Director and Associate Professor of Finance and Revenue Management in the Department of Hospitality and Tourism Management, Isenberg School of Management, University of Massachusetts, Amherst. He holds a Ph.D. in Business Administration (Finance) and a Masters in Hospitality Administration from the University of Massachusetts, Amherst. 

Professor Sheel is an ANBAR Research Scholar who is widely known for his pioneering research and scholarly contributions in the area of hospitality financial management. He has lectured in several countries including the U.S., Switzerland, Singapore and India. He has more than forty research papers to his name and is widely published in various refereed journals. He is the editor of the Journal of Hospitality Financial Management, the official refereed journal of the Association of Hospitality Financial Management Educators (AHFME). He has served as the Associate Editor/ Content Specialist (Finance/Accounting) for International CHRIE annual conferences for several years. Professor Sheel serves on the editorial review board of the Cornell Quarterly, Journal of Food Service Business, and UNLV Journal of HTL Science and Research. He has also served as a manuscript reviewer for several other refereed journals including the Journal of Hospitality and Tourism Research, International journal of Hospitality Management, and International Journal of Contemporary Hospitality Management. 

Before joining hospitality education, Professor Sheel served as a senior executive in a major hotel corporation where he trained extensively in operational and financial aspects of lodging as well as food service operations. He is a recipient of various awards and honors as a hotel executive and as a hospitality educator.

Research interests: hospitality financial management

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Dr. Seyhmus Baloglu

Dr. Seyhmus Baloglu is the Associate Dean for Research and Harrah Distinguished Chair at the William F. Harrah College of Hotel Administration, UNLV. His teaching areas include marketing, research methods, and multivariate statistics. He also teaches hospitality marketing strategy and research methods in the Executive Masters of Hospitality Administration distance education program.

In his native Turkey, Dr. Baloglu earned a Bachelor's degree in Tourism and Hotel Administration from Cukurova University, an MBA from Hawaii Pacific University, and a Ph.D. from Virginia Polytechnic Institute and State University. 

Combining the academic and practical, Dr. Baloglu has a diverse background in the hospitality industry, including management of restaurants, hotels, resort clubs and travel agencies, and lodging division of a travel company in Turkey. Prior to UNLV, Dr. Baloglu has taught at Mersin University in Turkey and Virginia Tech where he received Best Teaching Award. His credentials also include certification as a Hospitality Educator (CHE) and Total Quality Management (TQM) facilitator. He was the recipient of 2006 Boyd Distinguished Professor Award for Teaching Excellence at UNLV.

Dr. Baloglu has worked on several research and consulting projects related to Data Mining, TQM, Marketing Strategy, Research Design and Analysis for Hilton Hawaiian Village, Las Vegas McCarran International Airport, Station Casinos, the Venetian, and The Education Foundation of Professional Convention Management Association (PCMA). He has presented his work in many national and international conferences and symposia. As a keynote or invited speaker, Dr. Baloglu gave presentations at Casino Ops (Operations) Gaming Conference and the World Gaming Congress & Expo (now G2E or Global Gaming Expo), both in Las Vegas.

Dr. Baloglu has extensive publications on image formation and positioning for vacation and convention destinations, destination branding, customer loyalty, segmentation, and Internet marketing in leading academic and professional journals in the hospitality and tourism. His research credentials has earned him service on the editorial boards of ten academic journals and his designation as North American Editor of “Anatolia: An International Journal of Hospitality and Tourism Research,” and Associate Editor of Journal of Hospitality Marketing and Management. He served as chairman of the paper review committee for the 2004 EuroCHRIE Congress.

His research awards are numerous, including William B. Keeling meritorious Dissertation award, Emerald Management Review award for several times (1996-2002), best paper awards at conferences (CHRIE), Euro-CHRIE, and AMA Services Marketing conference), Boyd Distinguished Professor Award for Research Excellence at UNLV (1999), and Ace Denken Research Award at UNLV (2001). His many accomplishments are chronicled in Who’s Who in America (2001-2007). 

Research interests: data mining; total quality management, marketing strategy, research design and analysis, image formation and positioning for vacation and convention destinations, destination branding, customer loyalty, segmentation and Internet marketing

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Brad Warga

As Corporate Vice President of Talent and Engagement at Harrah’s Entertainment, Brad Warga is focused on talent acquisition which includes; executive recruitment, corporate and property hiring as well as all campus programs. In addition, Brad leads the company’s employee engagement efforts to ensure the Harrah’s culture is one that makes employees better personally and professionally through their association with Harrah’s. Harrah’s currently has more than 50 properties around the world with over 80,000 employees. 

Prior to his current role, Brad served as Vice President of Human Resources for Harrah’s North Kansas City, where he led property Human Resource functions for a $200M/1600 person casino resort. Brad’s primary responsibility is the engagement of employees which includes: hiring and selection, on-boarding, training, total rewards, customer service and maintaining a performance based culture. In 2007 through the implementation of a new engagement strategy, Brad and his team lowered overall turnover by 25% and 90 day turnover by 65% year over year. Harrah’s North Kansas City is a recipient of two facets of the prestigious HRMA Paragon Award and in 2007 and 2008 Harrah’s North Kansas City was named the #1 large company to work for by the Kansas City Business Journal. 

Brad joined Harrah's in 2003 and played an executive role within the Corporate Talent Management department in Las Vegas. He oversaw executive hiring at all levels for Harrah’s Entertainment nationwide. In addition, Brad managed MBA and college recruiting and helped Harrah's achieve it's first ever ranking as "One of the Nation's Top MBA Employers". Brad is the founder of the “MBA World Series of Poker” which is now one of the largest MBA recruitment events in the country attracting over 1000 top 10 MBA’s each year. 

Prior to Harrah's, Brad spent time with Price Waterhouse Consulting and Sapient Corporation, a Boston based internet consulting firm. Brad has a B.S. degree in Business from Rollins College in Winter Park, Florida. 

Discussion topics: hiring and selection, training, customer service, performance-based culture

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Dr. Barbara Almanza

Dr. Almanza received her Ph.D. from the University of Illinois iwith an emphasis in foodservice management and her M.S., and B.S. from the University of Minnesota in foods and nutrition, as well as a B.A. in French. She is also a Registered Dietitian with the American Dietetic Association and has work experience in hospital foodservice. 

Dr. Almanza has over 100 research, technical, book, and trade publications in the areas of food safety, nutrition labeling, and foodservice operations. In addition, she has received over 35 grants in these areas, including a USDA grant titled “Safe Handling of Home Delivered Meals to Older Americans and an NRA Teacher Work-Study Grant for which she interned as a health inspector for Tippecanoe County in Indiana. 

Dr. Almanza works actively with graduate students on research projects and has served on more than 60 masters and Ph.D. committees. She teaches undergraduate and graduate courses in the areas of foodservice sanitation, equipment, and foodservice research.

Research Interests: Food Safety, Restaurant Inspections, Consumer Use of Health Information in Restaurants, Disaster/Emergency Preparedness

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Dr. Kaye Chon

A former hotel manager and tourism industry consultant, Prof Kaye Chon (Ph.D., CHE, FIH) is Chair Professor and Director of the School of Hotel and Tourism Management at The Hong Kong Polytechnic University. Prof. Chon was previously Professor and Director of Tourism Industry Institute at University of Houston’s Conrad N. Hilton College in the United States. 

Under Professor Chon’s leadership, Hong Kong Polytechnic University’s School of Hotel & Tourism Management has arisen as one of the world’s leading hospitality schools. In 2005, the School was ranked no. 4 in the global ranking of hospitality and tourism schools based on research and scholarship (JHTR, Volume 29, Issue 3, August 2005).

A frequent speaker at international conferences, Professor Chon has published over 200 papers in international journals and professional publications and has authored or edited ten books. One of his textbooks Welcome to Hospitality: an Introduction has been adopted as a textbook in more than 100 hospitality and tourism schools worldwide. He is currently the Chief Editor of the Journal of Travel & Tourism Marketing and the Asia Pacific Journal of Tourism Research. He is the founder of Annual Graduate Education and Graduate Students Research Conference, Asia Pacific Forum for Graduate Students Research in Tourism, and Asia Tourism Forum. His research interests include destination image in tourism, tourist satisfaction, service quality management and convention tourism.

In his university teaching that spans over 22 years, Professor Chon twice received “Teaching Excellence Award” and four times received “Research Excellence Award,” including the John Wiley & Sons Award and Howard B. Meek Award from International CHRIE, Martin Opperemann Memorial Award from the International Society of Travel & Tourism Educators (ISTTE), Michael D. Olsen Award from the University of Delaware, and Founders Award in Research from Purdue University and the University of South Carolina, all for his lifetime contribution to scholarship and research in tourism/hospitality. He was also recognized by his alma mater Georgia State University as the “Most Outstanding Alumnus in 30 Years History.” In 2008, he was named as one of the top 10 most influential tourism educators in China. 

Professor Chon has served numerous international organizations in leadership capacity, which included chairmanship or vice chairmanship in International Society of Travel & Tourism Educators, Pacific Asia Travel Association Education Committee, United World Tourism Organization Education Council and APacCHRIE. He has also held visiting or honorary professorships in numerous universities internationally, including Rikkyo University (Japan), University of Angers (France), Management Center of Innsbruck (Austria), Wuhan University and Hainan University (China), Prince of Songkla University (Thailand), Hallym University (Korea), University of Delaware and Oklahoma State University (USA), and Hotel School Vatel (France).

Prof. Chon is a graduate of the University of Maryland (AA), Georgia State University (BSc), University of Nevada, Las Vegas (MSc), and Virginia Polytechnic Institute & State University (Ph.D.).

He has been listed in Who’s Who In The World.

Research interests: destination image in tourism, tourist satisfaction, service quality management and convention tourism. Dr. Chon is also interested in speaking with students about developing an international career in hospitality and tourism education.

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Dr. Clark Hu

Dr. Clark Hu is an enthusiastic educator and researcher with experiences in hospitality sales/marketing, consulting, and education. He has been with Temple University's School of Tourism and Hospitality Management after his graduate education in both the Department of Hospitality and Tourism Management at Purdue University and the William F. Harrah College of Hotel Administration at the University of Nevada, Las Vegas (UNLV). Clark has published in a variety of research journals and presented many conference papers based on his research work. He is also a three-time Best Paper Award winner in the annual International CHRIE (Council on Hotel, Restaurant, and Institutional Education) conferences in Marketing and Technology areas. His recent publications can be found in Tourism Management, Cornell Hospitality Quarterly, Journal of Travel Research, International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Journal of Hospitality and Tourism Research, Journal of Tourism and Hospitality Education. He sits on the editorial review boards of the Journal of Hospitality Marketing and Management (formerly Journal of Hospitality and Leisure Marketing), China Tourism Research, Asia Pacific Journal of Tourism Research, the official publication of the Asia Pacific Tourism Association (APTA), Journal of Hospitality, Tourism, & Leisure Science, and Journal of Human Resources in Hospitality and Tourism. In addition to serving as a board member for ISTTE (International Society of Travel and Tourism Educators), he has been a member of many professional associations, including TTRA (Travel & Tourism Research Association), I-CHRIE, IFITT (International Federation for IT and Travel Tourism), AH&LA (American Hotel & Lodging Association), HSMAI (Hospitality Sales & Marketing Association International), ISTTE, APTA, etc. His recent research focus has been on knowledge management to study and develop systems for knowledge creation, transfer, sharing, and coordination in tourism & hospitality industries with particular interests in managing security and risk issues.

Research Interests: Knowledge management & discovery; Risk and security management; Forecasting techniques, Tourism intelligence visualization

Current Projects: Enhancing Online Knowledge-Based System for Safe Festivals & Events (eSAFE version 2.0); KNOWRisk, a Knowledge-based System for Managing Risks in Hospitality and Tourism industries; Developing an Online Knowledge Planning System for Destination Marketing (eKNOW-PSDM) of the Olympic Games

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Dr. Jay Kandampully

Dr. Jay Kandampully is a professor in services management and hospitality at The Ohio State University, USA. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; Prince of Songkla University, Thailand; University of Mauritius, Jay is the Editor in Chief of the international journal, Managing Service Quality; and serves on the editorial advisory board of 12 refereed international journals. He also serves as the services management columnist for the Columbus business periodical ‘Business First’. He holds a PhD in service quality management, and an MBA, specialising in services marketing, both from the University of Exeter, England. His undergraduate degree was in Hotel Management from Salzburg, Austria and from the University College Birmingham, UK. His educational qualifications have been well supported by nine years managerial experience in Europe, India and in the USA. 

Jay began his academic career by teaching the MBA program at the University of Exeter, UK. He subsequently took up the position of Assistant Professor of marketing at the University of Alaska, Fairbanks, USA. Subsequently Jay taught at Lincoln University in New Zealand and at The University of Queensland in Australia, where he was instrumental in developing services marketing programs. He is the author of the best selling textbook “Services Management: the new paradigm in hospitality” (this book has been translated into Chinese), and the lead editor of the book, “Service Quality Management in hospitality, tourism and leisure”, which has been translated into Chinese, Korean and Arabic. Additionally, he has published over 120 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service quality and service innovations. Jay enjoys close alliances with leading service organisations in the USA, UK, UAE, Sultanate of Oman, Austria, Australia, New Zealand, Singapore, Malaysia, France, Austria, Spain, Thailand, Mauritius, China, Hong Kong and India, where he is often invited to conduct management seminars to update managers with nascent service strategies. His research publication on the concept of “Service Loyalty” earned him the prestigious international ‘Literati Award’ for the most outstanding paper of the year 1997, published in the journal, Managing Service Quality. His publication entitled “Competitive advantage through anticipation innovation and relationships”, published in the journal Management Decision, received the 1999 ‘Highly Commended Award and Citation of Excellence award’. This article was also identified as the 4th most read article of all the 160 journals in the Emerald database in 1999. Jay’s article on “Service Orientation” received the best paper award at the 2006 International CHRIE conference. Emerald Literati Club presented him with the ‘Leading Editor Award’ for the year 2003. Jay was also recognised for Excellence in Teaching in the years 1997, 1998, 2001. 

Research interests: service management and marketing, service delivery and quality management, technology and its contributions to services

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Dr. Woody Kim

Woody G. Kim is Robert H. Dedman Professor in Hospitality and Director of International Center for Hospitality Research & Development in the Dedman School of Hospitality at Florida State University. He holds a Ph.D. from Purdue University, an MBA from University of Houston, and a M.S. from University of Massachusetts. His research and teaching interests include revenue management, pricing, brand management, customer relationship management, and hospitality finance. He has published more than 60 peer-reviewed articles such as International Journal of Hospitality Management, Journal of Hospitality and Tourism Research, Cornell Hotel and Restaurant Administration Quarterly, Tourism Management, Journal of Consumer Marketing, Journal of Travel & Tourism Marketing, and Tourism Economics. He has also presented papers in more than 60 national and international conferences. He is a recipient of the 2004 Journal of Hospitality & Tourism Research Best Article of the Year award from Sage Publication and the best-paper award at the 2004 Hospitality Information Technology Association (HITA) Conference. He serves on journal editorial boards and is a reviewer for a number of journals. 


Research topics of interest: brand equity management, customer relationship management, and hospitality finance

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Dr. Ken McCleary

Dr. Ken McCleary is Professor of Hospitality and Tourism Management at Virginia Tech, specializing in the area of marketing. He holds a Ph.D. and MBA in Marketing and a B.S. in Hotel, Restaurant and Institutional Management, all from Michigan State University. Dr. McCleary has over a hundred published articles and papers and has been ranked in the top five of the most influential authors in hospitality and tourism. His publications appear in the Cornell Hotel & Restaurant Administration Quarterly, Restaurant Business, Hotel & Motel Management, Tourism Analysis, Journal of Travel Research, Journal of Hospitality and Tourism Research and Annals of Tourism Research to name a few. 

Dr. McCleary has made presentations and conducted seminars on hospitality and tourism marketing topics throughout the United States and the world. In addition to serving as a consultant to the hospitality industry, he has held managerial positions in the hotel industry and has been involved with the lodging and restaurant businesses in ownership roles. Dr. McCleary has won teaching awards in both Michigan and Virginia. He teaches marketing research and strategy courses at the doctoral, masters and undergraduate levels as well as a course in wine tourism. 

Research topics include: Consumer Behavior in Hotels, Restaurants and Tourism, Winery Tourism, Hotel Environmental Sustainability

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Dr. Bob Nelson

Dr. Nelson came to the University of Delaware as an assistant professor in 1990 and began serving as HRIM department chair in fall 2007. His research in tourism development has led to numerous academic publications and paper presentations. Among his recent projects are two edited books, Developing a Successful Infrastructure for Convention & Event Tourism and Current Issues in Convention and Exhibition Facility Development, which were published by The Haworth Press www.HaworthPress.com . Dr. Nelson also serves as the editor of the Journal of Convention & Event Tourism. His secondary stream of research into the policies of food service organizations regarding the use of genetically altered foods has attracted attention from both industry and academia.

Dr. Nelson is a pioneer in the area of distance learning via television, video, and the World Wide Web. His "Purchasing for the Hospitality Industry" course was the first on campus to combine streamed video with PowerPoint notes on the World Wide Web. In the late 1990’s, Professor Nelson hosted the educational television programs Culinary Survival Skills and Food Facts that were broadcast internationally on Knowledge TV. The Food Facts series was also released on video and has been used in hospitality programs throughout the country, including Cornell, Texas Tech, Purdue and the Culinary Institute of America. More recently, Dr. Nelson developed the concept, assembled the production team, and secured sponsorship for an online wine training program for restaurant service staff. UD Wine Online features renowned wine educator Marnie Old and was produced by Food Network veteran Susannah Eaton-Ryan. 

Professor Nelson came to Delaware from Drexel University where he was one of the charter faculty members who developed an HRIM program there in the late 1980's. Since coming to Delaware, Professor Nelson has taught courses in Purchasing for the Hospitality Industry, Quantity Food Service Management, Hospitality Contract Management, Human Resources Management, Beverage Management and Issues in Tourism Management.

Dr. Nelson is listed in Who's Who in America and Who's Who in the Lodging Industry. His Ph.D. is from the University of Delaware's School Urban Affairs and Public Policy where he focused on tourism and convention centers as catalysts for local economic development. He is a graduate of Cornell's School of Hotel Administration and has an MBA from Drexel University's LeBow College of Business.

Research interests: tourism development, tourism policy, beverage management

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Dr. W. Terry Umbreit

W. Terry Umbreit, Ph.D., is Director and Intercontinental Hotels Group Chair of Excellence, Kemmons Wilson School of Hospitality and Resort Management at the University of Memphis. He received his Ph.D. in Higher Education and Administration from Washington State University. His M.S. Degree is from Northern Illinois University in business management. His undergraduate work included receiving a B.S. Degree from Michigan State University in Hotel, Restaurant, and Institutional Management, and B.A. from DePauw University in history. 

Dr. Umbreit’s background encompasses close to 40 years of both academic administration and hospitality industry experience. He has authored numerous publications in prominent hospitality journals. His recent co-authored research appeared in such prestigious journals as the International Journal of Hospitality Management, and Journal of Hospitality & Tourism Research. Dr. Umbreit’s research focuses on human resource and hospitality education issues. 

His body of work and academic achievements has resulted in many honors and recognitions. Dr. Umbreit received in 2008, Michigan State University’s The School of Hospitality Business Alumni Association Lifetime Academic Achievement Award. International CHRIE recognized his lifetime contributions and outstanding service to hospitality education by presenting him with the Howard B. Meek Award in 2001. He also received the ICHRIE Achievement Award in 1992 in recognition of contributing innovative ideas, methods and program that advance teaching, learning and practice in the field of hospitality education.

Research Topics
Multi-unit management and hotel manager job dimension identification
Hospitality education leadership and curriculum issue
Managerial performance appraisal and evaluation instrument design

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