His research is focused in the service environment, with an emphasis on the impact of perceived and actual customer delight on the customer, employee and firm. His research has been published at various journals including Journal of Service Research, Journal of Services Marketing, Journal of Business Research, Cornell Hospitality Quarterly, Journal of Personal Selling and Sales Management, Journal of Service Theory and Practice and Journal of Marketing Theory and Practice. He also serves on the editorial review boards for the Journal of Marketing Theory and Practice and the Journal of Services Marketing. His primary teaching responsibilities include marketing intelligence and communication, as well as the research design course.