BE in Mechanical Engineering, University of Pune, India; MS in Hospitality Management, University of Missouri; MS in Human Resources and Employment Relations, Ph.D. in Hospitality Management, The Pennsylvania State University. CHE.
Expertise & Research Interests
- Error Management – error recovery performance, service failures and service recovery performance, learning from failures, error reporting and error management culture
- Human Resources – employee turnover, performance, engagement, learning, psychological safety, video interviewing and HR practices
- Service Management – customer satisfaction, behavior intentions, knowledge management and customer relationships
- Leadership – leading teams, behavioral integrity and support for error management
Author of more than 35 peer-reviewed journal articles, book chapters, conference proceedings and magazines, including Cornell Hospitality Quarterly, International Journal of Contemporary Hospitality Management, Journal of Services Marketing, International Journal of Human Resource Management, Journal of Knowledge Management, International Journal of Hospitality Management, The Service Industries Journal, and Journal of Service Theory and Practice; currently teaches Human Resource Management, Leadership, and Organizational Behavior at the undergraduate level, and Multivariate Data Analysis at the Ph.D. level; taught at the University of Mississippi and The Pennsylvania State University before joining Hilton College in July 2012; received Hilton College’s 2012-13 New Faculty Research Award, Best Paper Award at the Southern Management Association conference in 2013, Provost’s Excellence Award in 2015, Stephen Rushmore/HVS Faculty Research Award in 2016, and Best Paper Award at the ICHRIE conference in 2016; currently serves as the thesis chair for six master’s students, the dissertation chair for two Ph.D. students, and as advisor to a post-doctoral student; serves as the faculty advisor of Eta Sigma Delta—the International Hospitality Honor Society; brings three years of work experience in hospitality management to his classroom.