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Linda Shea

Professor Emeritus

Hospitality & Tourism Management


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

Professional Experience

Vice President, Colorado Travel Agency
Project Director, Marketing Research Consulting

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,

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

Research Interests

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

Teaching Interests

  • Theory and Research in Services Marketing and Management
  • Services Marketing and Management
  • Research Methods
  • Hospitality Services Marketing
  • Managing Service Organizations
  • Hospitality Services Marketing
  • Marketing Research
  • Global/Cross-Cultural Business
  • Consumer Behavior
  • Resort Management

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.