• Guess Who’s Coming to the Conference?
    Online article, View Point column, Association Conventions & Facilities, Jun/Jul 2008
  • Finding Life Balance In A 24/7 Profession
    Online article, Career Perspectives column, Corporate & Incentive Travel, Feb 2008
  • hospitality-salesHospitality Sales: A Marketing Approach
    Textbook co-authored with Dr. Margaret Shaw, Ph.D. and published by John Wiley & Sons, Inc., 1999
  • The Positive Side of Guest Complaints
    The Cornell Hotel and Restaurant Administrative Quarterly, 28, No. 1, pp. 13–15
  • How Many Lost Customers Have You Won Back Today?: An Aggressive Approach to Complaint Handling in the Hotel Industry
    Journal of Consumer Satisfaction, Dissatisfaction and Complaint Behavior, Volume 1, pp. 86–92
  • Discounting is a Creative Pricing Strategy
    HSMAI Marketing Review, Volume 6, Number 1, pp. 34–35