Dr. Liana Victorino

Dr. Liana Victorino
Position
Associate Professor

Credentials

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

Contact
Office: BEC 452

Expertise

  • Service design
  • Service quality

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 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’s passion for her work has resulted in several teaching excellence awards received from her colleagues and her students.

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.

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.

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.

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

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.

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.

  • Gustavson School of Business Excellence in Teaching Award (2019)
  • POMS College of Service Operations Most Influential Paper Award (2019)
  • Gustavson School of Business Excellence in Teaching Award (2018)
  • Gustavson School of Business Excellence in Service Award (2017)
  • POMS College of Service Operations Most Influential Paper Award (2015)
  • Gustavson School of Business Excellence in Teaching Award (2011)
  • BCom Teaching Award from the Commerce Students’ Society (2010 – 2011)
  • BCom Teaching Award from the Commerce Students’ Society (2009 – 2010)
  • Operations Management (BCom)
  • Service Operations & Quality Management (BCom,MBA)
  • Quality Management (BCom)