 | Dr. Liana VictorinoAssistant Professor; Service Operations Management | BSc, University of Colorado; PhD, University of Utah |
| Office: BEC 450 Phone: 250-721-6400 Email: lianav@uvic.ca |
Expertise
- Service Encounter Design
- Service Quality
Background
Liana Victorino joined the Gustavson School of Business in September 2008. She holds a doctorate in Business Administration from the David Eccles School of Business at the University of Utah, and completed her undergraduate degree from the University of Colorado’s Leeds School of Business.
She is interested in empirically examining inter-disciplinary topics in service management. Specifically, her research interests are in the areas of service design and innovation. Her research has been published in journals such as: Production and Operations Management, Journal of Product Innovation Management, Managing Service Quality, and Cornell Hospitality Quarterly. Her current research examines the effective use of service scripts to design and manage the service encounter.
Selected
publications
Victorino, L., Verma, R., & Wardell, D. (2013). Script usage in standardized and customized service encounters: Implications for perceived service quality. Production and Operations Management, 22(3), 518-534.
Victorino, L., Verma, R., Bonner, B. & Wardell, D. (2012). Can customers detect script usage in service encounters? An experimental video analysis. Journal of Service Research, 15(4), 390-400.
Victorino, L. & Bolinger, A. (2012). Scripting employees: An exploratory analysis of customer perceptions. Cornell Hospitality Quarterly, 53(3), 196-206.
Victorino, L., Karniouchina, E. & Verma, R. (2009). Exploring the use of the abbreviated technology readiness index for hotel customer segmentation. Cornell Hospitality Quarterly, 50(3), 342-359.
Gupta, S., Verma, R. & Victorino, L. (2006). Empirical research published in production and operations management (1992–2005): Trends and future research directions. Production and Operations Management, 15(4), 432-448.
Karniouchina, K., Victorino, L. & Verma, R. (2006). Product and Service Innovation: Ideas for Future Cross-Disciplinary Research. Journal of Product Innovation Management, 23(3), 274-280.
Victorino, L., Verma, R., Plaschka, G. & Dev, C. (2005). Service Innovation and Customer Choices in the Hospitality Industry. Managing Service Quality, 15(6), 555-576.
Recognition
& awards
- Peter B. Gustavson School of Business Teaching Excellence Award (2011)
- BCom Teaching Award from the Commerce Students’ Society (2010-2011)
- BCom Teaching Award from the Commerce Students’ Society (2009-2010)
- University of Utah, Doctoral Student Teaching Excellence Award (2008)
Teaching
- Operations Management (BCom)
- Service Operations (BCom)
- Service Management (MBA)
