Linda Shea

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.