Liana Victorino

Associate Professor

Contact:: Office: BEC 452 lianav@uvic.ca 250-721-6400

Credentials:: BSc Business Administration, University of Colorado; PhD in Business Administration, University of Utah

Area of expertise:: Service design, service quality

Biography

Dr. Liana Victorino joined the Gustavson School of Business in July 2008 and brings an enthusiastic approach to her teaching and her research in the area of service operations management.

Liana’s specific research interests are in the areas of service design and innovation. Her research has been published in a number of journals including Production and Operations Management, Journal of Service Research, Journal of Service Management and Service Science. Through her cross-disciplinary research, Liana's primary goal is to aid important service design decisions through the understanding of how customers perceive the service experience.

Liana is the expert research panel co-chair of service operations for the Journal of Service Management. She also is or has been an editorial board member of Production and Operations Management, Journal of Service Management, and Service Science. She also served as the POMS College of Service Operations president from 2017 to 2019 and was their co-VP of programs from 2014 to 2016.

Liana’s passion for her work has also resulted in her receiving several teaching excellence awards.

Teaching

Courses taught

Service Operations & Quality Management (MBA, BCom)
Operations Management (BCom)
Quality Management (BCom)

Selected publications

Journal publications

Victorino, L., Field, J.M., Buell, R.W., Dixon, M.J., Meyer Goldstein, S., Menor, L.J., Pullman, M.E., Roth, A.V., Secchi, E. and Zhang, J.J. (2018). Service operations: what have we learned? Journal of Service Management, 29(1), 39-54. https://doi.org/10.1108/JOSM-08-2017-0192

Field, J.M., Victorino, L., Buell, R.W., Dixon, M.J., Meyer Goldstein, S., Menor, L.J., Pullman, M.E., Roth, A.V., Secchi, E. and Zhang, J.J. (2018). Service operations: what’s next? Journal of Service Management, 29(1), 55-97. https://doi.org/10.1108/JOSM-08-2017-0191

Dixon, M. J., Victorino, L., Kwortnik, R. J., & Verma, R. (2017). Surprise, anticipation, and sequence effects in the design of experiential services. Production and Operations Management, 26(5), 945-960. https://doi.org/10.1111/poms.12675

Victorino, L., & Dixon, M. J. (2016). Testing service innovation: A methodological review of video experiments. Service Science, 8(2), 234-246. https://doi.org/10.1287/serv.2016.0125

Dixon, M., Karniouchina, E. V., van der Rhee, B., Verma R., & Victorino, L. (2014). The role of coordinated marketing-operations strategy in services: Implications for managerial decisions and execution. Journal of Service Management, 25(2), 275-294. https://doi.org/10.1108/JOSM-02-2014-0060

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. https://doi.org/10.1111/j.1937-5956.2012.01382.x

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. https://doi.org/10.1177/1094670512446062

Awards & grants

Recognition & awards

2020 - Distinguished Service Award, POMS College of Service Operations
2019 - Most Influential Service Operations Paper Award, POMS College of Service Operations
2019 - Gustavson School of Business Award of Excellence in Teaching, Peter B. Gustavson School of Business, University of Victoria
2018 - Gustavson School of Business Award of Excellence in Teaching, Peter B. Gustavson School of Business, University of Victoria
2017 - Gustavson School of Business Award of Excellence in Service, Peter B. Gustavson School of Business, University of Victoria
2015 - Most Influential Service Operations Paper Award, POMS College of Service Operations
2011 - Gustavson School of Business Award of Excellence in Teaching, Peter B. Gustavson School of Business, University of Victoria