Linda Shea

Professor of Marketing

Telephone: 413-545-4039

Email: ljshea@ht.umass.edu

Office: Flint 208

Education:

Ph.D., University of Colorado, Boulder
M.A., University of Northern Colorado
B.S., University of Northern Colorado

Research/Teaching Interests:

Consumer Expectations and Service Quality
Complaint Behavior and Service Recovery

Services Marketing
Resort Marketing Management
Research Methods

Selected Recent Publications

With S. Shoemaker. Marketing section associate co-editor, International Encyclopedia of Hospitality and Tourism, (Abe Pizam, Ed.). Elsevier, 2004.

With L. Enghagen and A. Khullar. "Consumer Complaint Behavior via the Internet: A Content Analysis of Responses," Journal of Travel and Tourism Marketing, special edition on E-Consumer Behavior, Vol. 17 (2/3), 2004.

With C. Roberts. "Performance Strategies: Establishing Minimum Competencies," Journal of Hospitality and Tourism Education, 15 (1), 2003, pp. 52-58.

With C. Roberts. "Trends in Hotel Industry Top Management Team Composition: A Longitudinal Study, Part 2," Journal of Applied Hospitality Management, 2002.

Academic and Professional Activities

Executive Co-Editor, Journal of Hospitality and Tourism Education and Perspectives in Asian Leisure and Tourism
Editorial Review Board, Journal of Vacation Marketing and Journal of Business Research
Content Specialist, Marketing Track Competitive Papers, International CHRIE
Associate Editor, Conference Proceedings
Vice President, New England Regional CHRIE

Awards

Lily Teaching Fellow
Outstanding Reviewer, International CHRIE
Outstanding Teaching Certificate, Office of Continuing Education
Graduate Student Mentoring Grant Recipient
Graduate Council Ethics Grant Recipient