Edwin Torres Areizaga
Edwin Torres Areizaga
2024 Submissions
Invited Article/Publication
Torres, E., Brianna, M., & Mistry, T. (2024). Incivility Meets Remote Work: A Typology of Cyber Incivility Behavior. International Journal of Hospitality Management, 118. 103689.
Torres, E., (2024). Why great service is difficult to achieve: Insights from theory and practice. International Journal of Contemporary Hospitality Management 36. 41-70.
Torres, E., Kizildag, M., & Lee, J. (2024). The quest for delightful experiences and profitable enterprises: How customer delight impacts financial performance. Jouranl of Service Theory and Practice 34. 738-764.
2023 Submissions
Invited Article/Publication
Jin, D., DiPietro, R., Kim, K., Meng, F., & Torres, E. (2023). Influence of customer value mind-set on affective and behavioral service outcomes: Role of the scope and scale of service offerings at various touchpoints. Journal of Hospitality Marketing and Management 32. 340-362.
Prosper, B., Barnes, D., Schuhmann, P., Ryan, S., & Torres, E. (2023). A multisector analysis of tourist delight and positive visitor outcomes. Journal of Quality Assurance in Hospitality and Tourism . .
Jin, D., DiPietro, R., Kim, K., Meng, F., & Torres, E. (2023). An interactive service recovery framework combining demand and supply approaches. International Journal of Hospitality Management, 109. 103413.
2022 Submissions
Full Length Book
(2022). Customer Service Marketing: Managing the Customer Experience. Torres, E., & Zhang, T.
(2022). Contemporary Research Methods in Hospitality and Tourism. Torres, E.,
Book Chapter
(2022). . Customer Service Marketing: Managing the Customer Experience. Torres, E., & Zhang, T.
(2022). Ethnography Explained: Toward Conducting, Analyzing, and Writing an Ethnographic Narrative. Contemporary Research Methods in Hospitality and Tourism. 189-202. Torres, E.,
Invited Article/Publication
Lefried, M., & Torres, E. (2022). Immigrant hospitality workers: Familism, acculturation experiences, and perception of workplace. International Journal of Hospitality Management, 103. 103213.
Salehi-esfahani, S., Torres, E., & Hua, N. (2022). Responding to negative reviews? The interplay of management response strategy and service failure type.. Journal of Hospitality Marketing and Management . .
Sorokina, E., Wang, Y., Fyall, A., Lugosi, P., & Torres, E. (2022). Constructing a Smart Destination Framework: A Destination Marketing Organization Perspective. Journal of Destination Marketing & Management 23. 100688.
Lefrid, M., & Torres, E. (2022). Hungry for Food and Community: A Study of Visitors to Food and Wine Festivals.. Journal of Vacation Marketing 28. 366-384.
Torres, E., Wei, W., & Ridderstaat, J. (2022). The adventurous tourist amidst a global pandemic: The impact consumer personality, attitudes, and affect. Journal of Vacation Marketing 28. 424-438.
2021 Submissions
Invited Article/Publication
Torres, E., Yost, E., & Ronzoni, G. (2021). No vacation needed: An exploration on why American workers won't use up their vacation days. Journal of Human Resources in Hospitality & Tourism 20. 222-248.
Torres, E., & Zhang, T. (2021). The impact of wearable devices on employee wellness program: A study of hotel industry workers. International Journal of Hospitality Management, 92. 102769.
Torres, E., Milman, A., & Park, S. (2021). Customer delight and outrage in theme parks: A roller coaster of emotions. International Journal of Hospitality and Tourism Administration 22. 338-360.
Torres, E., Ridderstaat, J., & Wei, W. (2021). Negative affectivity and people's return intentions to hospitality and tourism activities: The early stages of COVID-19. Journal of Hospitality and Tourism Management 49. 89-100.
2020 Submissions
Invited Article/Publication
Torres, E., Zhang, T., & Ronzoni, G. (2020). Measuring delightful customer experiences: The validation and testing of a customer delight scale along with its antecedents and effects. International Journal of Hospitality Management, 87. 102380.
Torres, E., Zhang, T., & Farboudi Jahromi, M. (2020). Well on the way: An exploratory study of occupational health in hospitality. International Journal of Hospitality Management, 87. 102382.
Zhang, T., Lu, C., Torres, E., & Cobanoglu, C. (2020). Value co-creation and technological progression: A critical review. European Business Review 32. 687-707.
2019 Submissions
Invited Article/Publication
Torres, E., Wei, W., Hua, N., & Chen, P. (2019). Customer emotions minute by minute: How guests experience different emotions within the same service environment. International Journal of Hospitality Management, 77. 128-138.
2018 Submissions
Invited Article/Publication
Zhang, T., Lu, C., Torres, E., & Chen, P. (2018). Engaging customers in value co-creation or co-destruction online. Journal of Services Marketing 32. 57-69.
Kevin, M., Torres, E., Ingram, W., & Hutchinson, J. (2018). A review of high performance work practices (HPWPs) literature and recommendations for future research in the hospitality industry. International Journal of Contemporary Hospitality Management 31. 365-388.
Torres, E., & Ronzoni, G. (2018). The evolution of the customer delight construct: Prior research, current measurement, and directions for future research. International Journal of Contemporary Hospitality Management 30. 57-75.
Torres, E., Lugosi, P., Orlowski, M., & Ronzoni, G. (2018). Consumer-led experience customization: A socio-spatial approach. Journal of Services Management 29. 206-229.
Torres, E., & Gregory, A. (2018). Hiring manager's evaluations of asynchronous video interviews: The role of candidate competencies, aesthetics, and resume placement. International Journal of Hospitality Management, 75. 86-93.
Mejia, C., & Torres, E. (2018). Implementation and normalization process of asynchronous video interviewing practices in the hospitality industry. International Journal of Contemporary Hospitality Management 30. 685-701.
Ronzoni, G., Torres, E., & Kang, J. (2018). Dual branding: A case study of Wyndham. Journal of Hospitality and Tourism Insights 1. 240-257.
2017 Submissions
Full Length Book
(2017). Talent Management in Hospitality and Tourism. Okumus, F., Wei, W., Torres, E., Ozturk, A., & Gajjar, T.
Book Chapter
(2017). Technology and Talent Management. Talent Management in Hospitality and Tourism. Okumus, F., Wei, W., Torres, E., Ozturk, A., & Gajjar, T.
Invited Article/Publication
Torres, E., Gregory, A., & Mejia, C. (2017). Interviews on Demand: A Case Study of the Implementation of Asynchronous Video Interviews. Sage Business Cases . .
Wei, W., Torres, E., & Hua, N. (2017). Improving consumer commitment through the integration of self-service technologies: a transcendent consumer experience perspective. International Journal of Hospitality Management, 59. 105-115.
Wei, W., Torres, E., & Hua, N. (2017). The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management . .
Holm, M., Lugosi, P., Croes, R., & Torres, E. (2017). Risk-tourism, risk-taking and subjective well-being: A review and synthesis. Tourism Management 63. 115-122.
Torres, E., Van Niekerk, M., & Orlowski, M. (2017). Customer and employee incivility and its causal effects in the hospitality industry. Journal of Hospitality Marketing and Management 26. 48-66.
Torres, E., (2017). Online-to-offline interactions and online community life cycles: A longitudinal study of shared leisure activities. Leisure Science 42. 32-50.
Torres, E., Milman, A., & Park, S. (2017). Delighted or outraged? Uncovering key drivers of exceedingly positive and negative theme park guest experiences. Journal of Hospitality and Tourism Insights 1. 65-85.
Torres, E., & Mejia, C. (2017). Asynchronous video interviews in the hospitality industry: Considerations for virtual employee selection. International Journal of Hospitality Management, 61. 4-13.
Torres, E., Wei, W., & Hua, N. (2017). Towards understanding the effects of time and emotions on the vacation experience. Tousim Review 72. 357-374.
Torres, E., & Orlowski, M. (2017). Let's 'meetup' at the theme park. Journal of Vacation Marketing 23. 159-171.
2016 Submissions
Invited Article/Publication
Torres, E., (2016). Guest interactions and the formation of memorable experiences: An ethnography. International Journal of Contemporary Hospitality Management 28. 2132-2155.
Torres, E., & Singh, D. (2016). Towards a model of electronic word-of-mouth and its impact on the hotel industry. International Journal of Hospitality and Tourism Administration 17. 472-489.
Torres, E., Singh, D., & Robertson-Ring, A. (2016). Playing for first place: An analysis of online reviews and their impact on local market rankings. Advances in Hospitality and Tourism Research 4. 32-51.
2015 Submissions
Invited Article/Publication
Torres, E., (2015). The influence of others on the vacation experience: An ethnographic study of psychographics, decision making, and group dynamics among young travelers. Journal of Hospitality Marketing and Management 24. 826-856.
Torres, E., Adler, H., Behnke, C., Miao, L., & Lehto, X. (2015). The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality. International Journal of Hospitality and Tourism Administration 16. 224-250.
Torres, E., Singh, D., & Robertson-Ring, A. (2015). Consumer reviews and the creation of booking transaction value: Lessons from the hotel industry. International Journal of Hospitality Management, 50. 77-83.
2014 Submissions
Invited Article/Publication
Torres, E., (2014). Deconstructing service quality and customer satisfaction: Challenges and directions for future research. Journal of Hospitality Marketing and Management 23. 652-677.
Torres, E., Adler, H., & Behnke, C. (2014). Stars, diamonds, and other shiny things: The use of expert and consumer feedback in the hotel industry. Journal of Hospitality and Tourism Management 21. 34-43.
Torres, E., Fu, X., & Lehto, X. (2014). Are there gender differences in what drives customer delight?. Tousim Review 69. 297-309.
Torres, E., Fu, X., & Lehto, X. (2014). Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management, 36. 255-262.
2013 Submissions
Invited Article/Publication
Torres, E., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management 25. 642-659.
Torres, E., Adler, H., Lehto, X., Behnke, C., & Miao, L. (2013). One experience and multiple reviews: the case of upscale US hotels. Tousim Review 68. 3-20.
2012 Submissions
Invited Article/Publication
Torres, E., & Adler, H. (2012). Hotel compensation strategies: Perceptions of top industry executives. Journal of Human Resources in Hospitality & Tourism 11. 52-71.
2010 Submissions
Invited Article/Publication
Torres, E., & Adler, H. (2010). Effects of Management-Development Practices on Hospitality Management Graduates' Job Satisfaction and Intention to Stay. Hospitality Review (FIU Hospitaltiy Review; International Hospitality Review) 28. 67-83.
2006 Submissions
Invited Article/Publication
Torres, E., & Kline, S. (2006). From satisfaction to delight: A model for the hotel industry. International Journal of Contemporary Hospitality Management 18. 290-301.
Min, H., Kavanaugh, R., Chong, Y., & Torres, E. (2006). Human resources management in China's hotel industry.. China Tourism Research 2. 209-245.