Articles & Books

• Guess Who’s Coming to the Conference?
  Online article, View Point column, Association Conventions & Facilities, Jun/Jul 2008
  
  
• Finding Life Balance In A 24/7 Profession
  Online article, Career Perspectives column, Corporate & Incentive Travel, Feb 2008
  
  
• Hospitality Sales: A Marketing Approach
  Textbook co-authored with Dr. Margaret Shaw, Ph.D. and published by John Wiley & Sons, Inc., 1999
  
  
• The Positive Side of Guest Complaints
  The Cornell Hotel and Restaurant Administrative Quarterly, 28, No. 1, pp. 13–15
  
  
• How Many Lost Customers Have You Won Back Today?:
  An Aggressive Approach to Complaint Handling in the Hotel Industry
  Journal of Consumer Satisfaction, Dissatisfaction and Complaint Behavior, Volume 1, pp. 86–92
  
  
• Discounting is a Creative Pricing Strategy
  HSMAI Marketing Review, Volume 6, Number 1, pp. 34–35