Liana Victorino
Liana Victorino
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Cited by
Cited by
Service innovation and customer choices in the hospitality industry
L Victorino, R Verma, G Plaschka, C Dev
Managing Service Quality: An International Journal 15 (6), 555-576, 2005
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
Service operations: what’s next?
JM Field, L Victorino, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ...
Journal of Service Management 29 (1), 55-97, 2018
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
Product and service innovation: Ideas for future cross-disciplinary research
EV Karniouchina, L Victorino, R Verma
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
Key elements in service innovation: Insights for the hospitality industry
R Verma, C Anderson, M Dixon, CA Enz, G Thompson
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
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
Service operations: what have we learned?
L Victorino, JM Field, RW Buell, MJ Dixon, S Meyer Goldstein, LJ Menor, ...
Journal of Service Management 29 (1), 39-54, 2018
The role of coordinated marketing-operations strategy in services: implications for managerial decisions and execution
M Dixon, E V. Karniouchina, B van der Rhee, R Verma, L Victorino
Journal of Service Management 25 (2), 275-294, 2014
Segmenting hotel customers based on the technology readiness index
R Verma, L Victorino, K Karniouchina, J Feickert
Scripting employees: An exploratory analysis of customer perceptions
L Victorino, AR Bolinger
Cornell Hospitality Quarterly 53 (3), 196-206, 2012
Service scripting: A customer’s perspective of quality and performance
L Victorino, R Verma, D Wardell
Empirical research published in
S Gupta, R Verma, L Victorino
Production and Operations Management 2005, 432-448, 1992
Testing service innovation: A methodological review of video experiments
L Victorino, MJ Dixon
Service Science 8 (2), 234-246, 2016
The sequence of service: An affect perspective to service scheduling
MJ Dixon, L Victorino
Handbook of Service Science, Volume II, 49-76, 2019
Perceived justice and control of priority lines
M Dixon, D Rea, L Victorino, C Froehle
Research Handbook on Services Management, 117-127, 2022
Service Scripting and Authenticity: Insights for the Hospitality Industry
L Victorino Ph D, A Bolinger Ph D, R Verma Ph D
Advances in service quality, innovation, and excellence
B van der Rhee, L Victorino
Center for Hospitality Research, School of Hotel Administration, Cornell …, 2011
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