Linda Shea

Professor Emeritus Hospitality & Tourism Management

Office: Isenberg 206

Tel: 413.545.4039

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Academic Background

Education

PhD in Marketing, Social Psychology Minor, University of Colorado-Boulder

MA Business Administration/Education, University of Northern Colorado

BS in Marketing, Psychology Minor, University of Northern Colorado

Academic Appointments

Associate Dean, Isenberg School, University of Massachusetts-Amherst , 9/11-12/17

Professor, HTM Department, University of Massachusetts-Amherst, 9/05-Present

Associate Professor, HTM Department, University of Massachusetts-Amherst, 9/92-9/05

Visiting Assistant Professor of Marketing, University of Massachusetts-Amherst, 9/87-9/92

Visiting Assistant Professor of Marketing, University of Connecticut-Storrs, 1/86-1/87

Assistant Professor of Marketing, University of Hawaii-Manoa, 1/85-1/86,

Research Interests

Service Quality in Organizations
Complaint Behavior and Service Recovery
Consumer Delight
Consumer Decision Making
Marketing/Management Interface in Services

Teaching Interests

Undergraduate

Hospitality Services Marketing
Marketing Research
Global/Cross-Cultural Business
Consumer Behavior
Resort Management

Masters

Services Marketing and Management
Research Methods
Hospitality Services Marketing
Managing Service Organizations

PhD

Theory and Research in Services Marketing and Management

Professional Background

Professional Experience

Vice President, Colorado Travel Agency

Project Director, Marketing Research Consulting

Recent Honors & Awards

Graduate Faculty Teaching Award for Excellence in Graduate Education, Northeastern U.S./Canada Association of Graduate Schools, 2010

John Wiley & Sons Innovation in Teaching Award, International CHRIE Academy, 2010

Lily Teaching Fellow

Outstanding Reviewer, International CHRIE

Outstanding Teaching Certificate, Office of Continuing Education

Selected Publications

Lee, S. and Shea, L.J. (2015 forthcoming), Investigating the key routes to customers' delightful moments in the hotel context, Journal of Hospitality Marketing and Management.

Shea, L. J. & Roberts, C. (2012). 2012 Hospitality and tourism educators compensation analysis, Journal of Hospitality and Tourism Education, 24(4).

Johanson, M. M., Ghiselli, R., Shea, L., & Roberts, C. (2010). Changing competencies of hospitality industry leaders: A 25-year review. Journal of Hospitality and Tourism Education, 22(2).

Shea, L. J. (May, 2009) Using Consumer Perceived Ethicality as a Guideline for Corporate Social Responsibility Strategy: A Commentary Essay, Journal of Business Research, Elsevier, Inc.

Shea, L.J., Enghagen, L., & Khullar, A. (2005) Consumer complaint behavior via the internet: A content analysis of responses. Journal of Travel and Tourism Marketing, special edition on E-Consumer Behavior, 17 (2/3), 144-165.

Shea, L. J. & Roberts, C. (2009) Pioneers of the hospitality industry: Lessons from leaders, innovators, and visionaries, Edited volume 1. International CHRIE.