Vincent P. Magnini
Associate Professor, Department of Hospitality and Tourism Management
Virginia Polytechnic Institute and State University, USA
Professor Magnini has over 20 years of experience working, teaching and researching in the area of customer service. He was recently ranked as one of the top 20 hospitality researchers worldwide and holds editorial board appointments on nearly all of the top-ranked research journals in the field. His unique interactional approach to customer service led him to co-author a book titled Tourist Customer Service Satisfaction: An Encounter Approach published by Routledge in 2010. His research has also been featured twice on National Public Radio’s With Good Reason.
Prior to earning his doctorate, Magnini worked in management at Marriott, Hyatt and Hilton Garden properties in the Mid-Atlantic and Midwestern regions of the U.S. In recent years, Vince has won several teaching awards in recognition of his ability to teach service management and related courses. He has delivered seminars covering various aspects of service management throughout the U.S, Canada, Mexico and Europe.
Service failure recovery