He has significant expertise in the area of customer satisfaction in service settings, authoring or co-authoring numerous articles in hospitality, marketing, and management journals on the subject. He serves on the editorial boards of the Cornell Hospitality Quarterly and the Journal of Vacation Marketing. He has also received a number of awards for Research, Institutional Leadership Ability, and Teaching Excellence. His current research interests focus on blending marketing and strategic management theories with the intent of identifying opportunities for sustainable competitive advantage for hospitality and tourism firms.