Suzanne Murrmann
Professor
Office: 365 Wallace Hall
Phone: (540)231-8421
Email: smurrm@vt.edu
Courses: HTM 4464, HTM 5904, HTM 5944, HTM 5994, HTM 6434, HTM 7994
Professional Affiliations
Editorial Boards: CHRIE Educator, Journal of Foodservice Business Research, Journal of Quality Assurance in Tourism and Hospitality, Tourism Analysis Journal
Member: Academy of Management, Council for Hotel, Restaurant and Institutional Education, Industrial Relations Research Association
Research Interests
Human resource management, labor relations and due-process systems in unionized and nonunion settings, and service quality management.
Teaching Interests
Human Resource Management, Service Management, Theory Development
Selected Publications
Chu, K.H. and Murrmann, S.K. (2006). Development and Validation of the Hospitality Emotional Labor Scale. Journal of Hospitality & Tourism Research.
Murphy, K.S., DiPietro, R.B. & Murrmann, S. (2006). A Proposed Research Agenda For the Refinement of the High Performance Work System Construct in U.S Casual Dining Restaurants. International Journal of Hospitality and Tourism Administration.
Severt, D., Tesone, D. and Murrmann, S.K. (2005). Prior Experience Satisfaction and Subsequent Fairness Perceptions within the Service Experience. Journal of Hospitality & Leisure Marketing, 13(4/5), 121-137.
Cheung, G.W., Murrmann, K.F., Murrmann, S.K. and Becker, C. (2004). Cross-cultural Comparisons of Restaurant Service Expectations using Non-invariant Measurement Items. Journal of Hospitality & Tourism Research, 28(4), 375-390.
Green, C.G., Bartholomew, P., Murrmann, S.K. (2003). New York City Restaurant Industry: Strategic Responses to September 11, 2001. Journal of Travel and Tourist Marketing (Special Issue on Safety and Security in Tourism: Relations, Management and Marketing, 15(2/3), 63-80.
Becker, C. and Murrmann, S.K. (2000). Methodological Considerations in Multi-cultural Research. Tourism Analysis Journal , 5(1), 29-36.
Cha, S, Khan, M. and Murrmann, S.K. (2000). The Influence of Service Orientation Discrepancy Between Managers and Employees' Affective Outcomes. Asian Pacific Journal of Tourism Research, 5(1), 65-72.
Choi, J., Woods, R.H. and Murrmann, S.K. (2000). International Labor Markets and the Migration of Labor Forces as an Alternative Solution for Labor Shortage in the Hospitality Industry. Contemporary Journal of Hospitality Management . 12(1), 61-66.
Becker, C. and Murrmann, S.K. (1999). The effect of cultural orientation on the service timing preferences of customers in casual dining operations: An exploratory study. International Journal of Hospitality Management, 18(1), 59-65.
Becker, C, Murrmann, S.K., Murrmann, K.F. and Chueng, G.H., (1999). The Influence of Cultural Norms on the Assessment of Restaurant Service Quality. Journal of Hospitality and Tourism Research, 23(3), 235-255.
Formica, S. and Murrmann, S.K. (1998). International Festivals: The Effects of Social Unit and Motivation on Attendance. Tourism Analysis Journal, 3(3/4), 197-207.
Price. C.H. and Murrmann, S.K. (1998). The influence of Career Stages on Professional Association Meeting Attributes. Journal of Hospitality and Leisure Marketing, 5(2/3), 51-76.