Liana Victorino
Liana Victorino
Verified email at uvic.ca
Title
Cited by
Cited by
Year
Service innovation and customer choices in the hospitality industry
L Victorino, R Verma, G Plaschka, C Dev
Managing Service Quality: An International Journal, 2005
4442005
Empirical Research Published in Production and Operations Management (1992–2005): Trends and Future Research Directions
S Gupta, R Verma, L Victorino
Production and operations management 15 (3), 432-448, 2006
1762006
Product and service innovation: Ideas for future cross-disciplinary research
EV Karniouchina, L Victorino, R Verma
882006
Exploring the use of the abbreviated technology readiness index for hotel customer segmentation
L Victorino, E Karniouchina, R Verma
Cornell Hospitality Quarterly 50 (3), 342-359, 2009
772009
Service operations: what’s next?
JM Field, L Victorino, RW Buell, MJ Dixon, SM Goldstein, LJ Menor, ...
Journal of Service Management, 2018
592018
Key elements in service innovation: Insights for the hospitality industry
R Verma, C Anderson, M Dixon, CA Enz, G Thompson
582008
Can customers detect script usage in service encounters? An experimental video analysis
L Victorino, R Verma, BL Bonner, DG Wardell
Journal of Service Research 15 (4), 390-400, 2012
552012
Script usage in standardized and customized service encounters: Implications for perceived service quality
L Victorino, R Verma, DG Wardell
Production and Operations Management 22 (3), 518-534, 2013
432013
The role of coordinated marketing-operations strategy in services: implications for managerial decisions and execution
M Dixon, EV Karniouchina, B Rhee, R Verma, L Victorino
Journal of Service Management 25 (2), 275-294, 2014
322014
Service operations: what have we learned?
L Victorino, JM Field, RW Buell, MJ Dixon, SM Goldstein, LJ Menor, ...
Journal of Service Management, 2018
272018
Segmenting hotel customers based on the technology readiness index
R Verma, L Victorino, K Karniouchina, J Feickert
272007
Surprise, anticipation, and sequence effects in the design of experiential services
MJ Dixon, L Victorino, RJ Kwortnik, R Verma
Production and Operations Management 26 (5), 945-960, 2017
252017
Scripting employees: An exploratory analysis of customer perceptions
L Victorino, AR Bolinger
Cornell Hospitality Quarterly 53 (3), 196-206, 2012
222012
Service scripting: A customer’s perspective of quality and performance
L Victorino, R Verma, D Wardell
212008
Empirical research published in
S Gupta, R Verma, L Victorino
Production and Operations Management 2005, 432-448, 1992
111992
Testing service innovation: A methodological review of video experiments
L Victorino, MJ Dixon
Service Science 8 (2), 234-246, 2016
62016
The sequence of service: An affect perspective to service scheduling
MJ Dixon, L Victorino
Handbook of Service Science, Volume II, 49-76, 2019
22019
Service Scripting and Authenticity: Insights for the Hospitality Industry
L Victorino Ph D, A Bolinger Ph D, R Verma Ph D
2012
Advances in service quality, innovation, and excellence
B van der Rhee, L Victorino
Center for Hospitality Research, School of Hotel Administration, Cornell …, 2011
2011
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Articles 1–19