Edwin Torres Areizaga Headshot

Edwin Torres Areizaga

Department Chair

Dean’s Office
Saunders College of Business
etorres@saunders.rit.edu
585-475-4298
Office Location
LOW-2331

Edwin Torres Areizaga

Department Chair

Dean’s Office
Saunders College of Business

Education

Ph.D. in Hospitality Management from Purdue University;M.S. in Hospitality Management from Purdue University;BS in Business (Human Resource Management and Marketing) from the University of Puerto-Rico Mayaguez

Bio

Dr. Torres is the Chair and Professor for the department of International Hospitality and Service Innovation for the Rochester Institute of Technology (RIT). He holds a Ph.D. and Master’s degree in Hospitality Management from Purdue University and a Bachelor’s degree in Business with majors in Human Resource Management and Marketing from the University of Puerto-Rico Mayaguez. Dr. Torres is also a certified Professional in Human Resources (PHR) by the Human Resource Certification Institute. Prior to his role at RIT, Dr. Torres worked at the University of Central Florida, Rosen College of Hospitality Management. His industry experience includes hotel management, restaurant management, wealth management, and consulting. Dr. Torres has research interests in consumer behavior, services marketing and human resource management. He is published in numerous top-tier journals in the fields of marketing, hospitality, management, and tourism. He has published 45 scholarly articles, 27 conference proceedings, 8 magazine articles, and one textbook titled “Customer services marketing: Managing the customer experience”. 

etorres@saunders.rit.edu
585-475-4298

Select Scholarship

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.
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.
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.
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.
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.
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.
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.
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.
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., (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.
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.
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.
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.
Torres, E., & Adler, H. (2012). Hotel compensation strategies: Perceptions of top industry executives. Journal of Human Resources in Hospitality & Tourism 11. 52-71.
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.
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.
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.,
(2017). Talent Management in Hospitality and Tourism. Okumus, F., Wei, W., Torres, E., Ozturk, A., & Gajjar, T.
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.,
(2017). Technology and Talent Management. Talent Management in Hospitality and Tourism. Okumus, F., Wei, W., Torres, E., Ozturk, A., & Gajjar, T.

Currently Teaching

HSPT-101
The World of Hospitality
1 Credit
An introduction to the various sectors which comprise the hospitality industry including lodging, restaurants, events, beverages, theme parks and attractions, cruises, gaming, sports and entertainment, the travel trade, and private clubs. Students will be exposed to the operations, business models, career paths, and current trends in this experience-based class. This course will feature several demonstrations, site visits, and industry guest speakers in addition to lectures and discussions.
HSPT-330
Pricing and Revenue Management
3 Credits
Revenue Management and Pricing focuses on how firms should manage production capacity, resources and product availability policies across different selling channels in order to maximize performance and profitability. This course will provide the students with an overview of the revenue management principles and pricing strategies that are used throughout the hospitality and other service-related industries including but not limited to hotels, restaurants, airlines and event centers. This course provides an introduction to both the theory and the practice of revenue management and pricing with an objective to prepare students to evaluate and recommend revenue management strategies. Course explores strategic pricing, perceived value, differential pricing, inventory and price management, demand forecasting, competitive set analysis, distribution channel management and evaluation of revenue management practices. The course explains and applies key business involved in managing a profit or nonprofit hospitality and other service enterprises.
HSPT-489
Special Topics
1-3 Credits
This is an innovative course not currently in the approved curriculum. When the topic and course outline are approved by the department chair, the course will be available to students for registration. The course may be taken more than once since many topics can be offered under this course number and title.
HSPT-735
Hospitality and Tourism Customer Experience and Engagement
3 Credits
This course introduces theories and methods for creating memorable customer experiences in the hospitality, tourism, and service industries. It integrates qualitative and quantitative, data-driven, and scientific techniques to deeply understand customer needs, design personalized services, and enhance service quality. Emphasizing technology, students gain analytical skills to customize customer experiences using loyalty program and other forms of data. The course also covers the co-creation of value with customer engagement, focusing on data-driven customer journey design in both physical and online platforms. Finally, students will be exposed to various service quality tools and metrics as well as principles of capacity management.

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