Laurie Wu
Ph.D., Assistant Professor
School of Tourism and Hospitality Management, Temple University Speakman Hall 307, 1810 N 13th Street, Philadelphia, PA 19122
Voice: (215) 204-8695; Email: laurie.wu@temple.edu
SUMMARY Laurie Wu is an assistant professor in the School of Tourism and Hospitality Management at Temple University with research and teaching emphasis in consumer behavior and services marketing. In particular, Laurie’s research focus on three themes: Experiential Consumption & Sensory Marketing, Online Marketing & Advertising, and Technology Innovation in the Service Industry.
EDUCATION Aug. 2014 Doctor of Philosophy, The Pennsylvania State University
Hotel, Restaurant & Institutional Management. Area of Study: Services Marketing.
Dissertation: “Multisensory Information & Targeted Online Advertising: A
Mental Imagery Approach.”
Dissertation Chair & Advisor: Anna S. Mattila, Ph.D. Dec. 2010 Master of Science, The Pennsylvania State University
Hotel, Restaurant & Institutional Management. Area of Study: Services Marketing.
Thesis: “Investigating Consumer Embarrassment in Service Interactions.” — Best Paper Award Recipient. The 16th Annual Graduate Education and Graduate
Student Research Conference in Hospitality and Tourism, Houston, Texas, Jan. 4-6, 2011.
Thesis Chair & Advisor: Anna S. Mattila, Ph.D. Jul. 2009 Bachelor of Management, Fudan University
Tourism Management.
HONORS AND AWARDS Harold F. Martin Graduate Assistant Outstanding Teaching Award
The Graduate School, The Pennsylvania State University, 2013-2014. Dissertation Development Award
College of Health and Human Development, The Pennsylvania State University, 2013-2014.
Best Paper Award
The 16th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, Houston, Texas, 2011. Academic Award
Outstanding Graduate of the Year, Fudan University (2009).
First-prize Academic Scholarship, Fudan University (2006, 2007, 2008).
GRANTS The Effect of Social Media on Consumer’s Tourism Behavior Co-Investigator
Funding Agent: National Social Science Foundation of China (14BGL202) Funding Amount: ¥ 120,000 (Approximately $ 19,000)
Investigating the Role of Social Media in Tourism Destination Marketing Co-Investigator
Funding Agent: National Tourism Bureau of China (14TACG027) Funding Amount: ¥ 30,000 (Approximately $ 4,800)
Viral Marketing in Tourism Industry Co-Investigator
Funding Agent: National Tourism Bureau of China (TYETP201311) Funding Amount: ¥ 30,000 (Approximately $ 4,800)
EDITORIAL EXPERIENCES Ad Hoc Reviewer for Refereed Journals
International Journal of Hospitality Management Journal of Hospitality and Tourism Research Journal of Travel & Tourism Marketing Journal of Foodservice Business Research International Journal of Tourism Cities Ad Hoc Reviewer for Refereed Conference Proceedings
21st Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism
2015 ICHRIE Annual Summer Conference
20th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism
RESEARCH INTERESTS Experiential Consumption & Sensory Marketing
Online Marketing & Advertising
Technology Innovation in the Service Industry
REFEREED PUBLICATIONS 11. Wu, L., Mattila, A. S., Wang, C., & Hanks, L. (2015). “The impact of power on service customers’
willingness to post online reviews.” Journal of Service Research. Conditional Acceptance. 10. Wu, L., Han, J., & Mattila, A. S. (2015). “A double whammy effect of ethnicity and gender on
consumer responses to management level service failures.” Journal of Service Management. In Press.
9. Wu, L., Fan, A., & Mattila, A. S. (2015). “Wearable technology in service delivery process: The gender-moderated technology objectification effect.” International Journal of Hospitality
Management, 51, 1-7.
8. Wu, L., Mattila, A. S., & Hanks, L. (2015). “Investigating the impact of surprise rewards on consumer responses.” International Journal of Hospitality Management, 50, 27-35.
7. Zhang, L., Wu, L., & Mattila, A. S. (2014). “Online reviews: The role of review volume and peripheral cues.” Journal of Travel Research, Published online before print November 16, 2014, doi: 10.1177/0047287514559032.
6. Wu, L., Mattila, A. S., & Han, J. (2014). “Territoriality revisited: Other customers’ perspective.”
International Journal of Hospitality Management, 38, 48-56.
5. Van Hoof, H. & Wu, L. (2014). “Liberal education as part of the hospitality management curriculum: Student and alumni perspectives.” Journal of Teaching in Travel & Tourism, 14(3), 282-300.
4. Bujisic, M., Wu, L., Mattila, A. S., & Bilgihan, A. (2014). “Not all smiles are created equal: Investigating the effects of display authenticity and service relationship on customer tipping behavior.” International Journal of Contemporary Hospitality Management, 26(2), 293-306.
3. Van Hoof, H, Wu, L., Zhang, L., & Mattila, A. S. (2014). “Program choice decisions of domestic and international hospitality graduate students: Implications for Program Administrators and Faculty.” Hospitality Review, 31(3), Article 3.
2. Wu, L., & Mattila, A. S. (2013). “Investigating consumer embarrassment in service interactions.”
International Journal of Hospitality Management, 33, 196-202.
1. Van Hoof, H., Wu, L., Zhang, L., & Mattila, A. S. (2013). “Characteristics of US graduate hospitality programs.” Hospitality Review, 31(2), Article 4.
REFEREED CONFERENCE PROCEEDINGS 27. Gao, L., Wu, L., & Mattila, A. S. “The impact of other consumers, donation appeal and action
visibility on restaurant consumers’ donation behaviors.” The 21st Annual Graduate Education and
Graduate Student Research Conference in Hospitality and Tourism, Philadelphia, Pennsylvania,
Jan. 7-9, 2016.
26. Fan, A., Wu, L., & Mattila, A. S. “Consumer responses to service failures caused by different types of SST machines: The moderating role of SST self-efficacy.” The 21st Annual Graduate Education
and Graduate Student Research Conference in Hospitality and Tourism, Philadelphia,
Pennsylvania, Jan. 7-9, 2016.
25. Fan, A., Shen, H., Wu, L., & Mattila, A. S. “Whom do we trust? Cultural differences in consumer responses to online recommendations.” The 21st Annual Graduate Education and Graduate Student
Research Conference in Hospitality and Tourism, Philadelphia, Pennsylvania, Jan. 7-9, 2016.
24. Wu, L., & Mattila, A. S. “Multisensory Imagery and Targeted Hospitality Advertising.” 2015
Annual ICHRIE Conference, Orlando, Florida, Jul. 29-31, 2015.
23. Fan, A., Wu, L., & Mattila, A. S. “Keyless is the key? When luxury versus budget hotels go mobile.” 2015 Annual ICHRIE Conference, Orlando, Florida, Jul. 29-31, 2015.
22. Wu, L., & Mattila, A. S. “The impact of image-elicited arousal on consumers’ preferences for self-other distance in service consumptions.” Society for Consumer Psychology Annual 2015 Winter
21. Fan, A., Wu, L., & Mattila, A. S. “Service Failures with Anthropomorphic Self-service Technology: The Joint Impact of Machine Voice, Other Consumers and Power.” The 20th Annual Graduate
Education and Graduate Student Research Conference in Hospitality and Tourism, Tampa, Florida,
Jan. 8-10, 2015.
20. Han, J., Wu, L., & Mattila, A. S. “When Stereotypes Hurt: The Joint Impact of Ethnicity and Gender on Consumers’ Response to Management-level Service Failures.” The 20th Annual
Graduate Education and Graduate Student Research Conference in Hospitality and Tourism,
Tampa, Florida, Jan. 8-10, 2015.
19. Fan, A., Wu, L., & Mattila, A. S. “The Joint Impact of Service Failure Mode and Gender on Complaint Intention.” The 20th Annual Graduate Education and Graduate Student Research
Conference in Hospitality and Tourism, Tampa, Florida, Jan. 8-10, 2015.
18. McGinley, S., Wu, L., Van Hoof, H., Mattila, A. S., & O’Neil, J. “The Role of Uncertainty
Avoidance in Pre-Entry Career Expectations.” The 20th Annual Graduate Education and Graduate
Student Research Conference in Hospitality and Tourism, Tampa, Florida, Jan. 8-10, 2015.
17. Mattila, A. S., Wu, L., & Han, J. “For whom are mistakes not allowed? Consumers’ stereotype responses toward management-level service failures.” 2014 Frontiers in Service Conference, Miami, Florida, Jun. 26-29, 2014.
16. Wu, L., Choi, C., & Mattila, A. S. “Engaging customers in CSR practices: Gratitude messaging, power and matching donations.” The 19th Annual Graduate Education and Graduate Student
Research Conference in Hospitality and Tourism, Houston, Texas, Jan. 3-5, 2014.
15. Wu, L., Mattila, A. S., Wang, C., & Hanks, L. “To stand-out or to conform: The impact of power and self-enhancement motivation on consumers’ eWOM behavior.” The 19th Annual Graduate
Education and Graduate Student Research Conference in Hospitality and Tourism, Houston, Texas,
Jan. 3-5, 2014.
14. McGinley, S., Wu, L., Mattila, A. S., O’Neil, J., & Van Hoof, H. “Towards a career expectations model: An analytic induction approach.” The 19th Annual Graduate Education and Graduate
Student Research Conference in Hospitality and Tourism, Houston, Texas, Jan. 3-5, 2014.
13. Wu, L., Hanks, L., Mattila, A. S., & Wang, C. “Power perspectives in online hotel review postings.” 2013 Annual ICHRIE Conference, St. Louis, Missouri, Jul. 24-27, 2013.
12. Wu, L., Han, J., & Mattila, A. S. “Hello, you are not supposed to say no! The impact of other customer’s territorial behavior on me.” 2013 Annual ICHRIE Conference, St. Louis, Missouri, Jul. 24-27, 2013.
11. Wu, L., Mattila, A. S., Hanks, L., & Wang, C. “To post or not to post: The role of power on consumer’s propensity to post online reviews.” 2013 Frontiers in Service Conference, Taipei, Taiwan, Jul. 4-7, 2013.
10. Wu, L., Mattila, A. S., & Hanks, L. “Surprise! Loyalty rewards re-examined.” The 18th Annual
Graduate Education and Graduate Student Research Conference in Hospitality and Tourism,
Seattle, Washington, Jan. 3-5, 2013.
9. Wu, L., McGinley, S., & Mattila, A. S. “A cup of love for local: An interpretative perspective on consumer loyalty toward local independent coffee shops.” The 18th Annual Graduate Education
and Graduate Student Research Conference in Hospitality and Tourism, Seattle, Washington, Jan.
3-5, 2013.
8. Wu, L. & Mattila, A. S. “Consumers’ experiences of cafe visits - Where I can be me.” 2012 Annual
ICHRIE Conference, Providence, Rhode Island, Aug. 1-4, 2012.
7. Bujisic, M., Wu, L., & Mattila, A. S. “Studying the effects of authentic smile and service relationship on tipping.” The 17th Annual Graduate Education and Graduate Student Research
Conference in Hospitality and Tourism, Auburn, Alabama, Jan. 4-6, 2011.
6. Wu, L. & Mattila, A. S. “Investigating consumer embarrassment in service interactions.” The 16th
Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, Houston, Texas, Jan. 4-6, 2011. *Best Paper Award.*
5. Guchait, P., Anner, M., & Wu, L. “Corporate social responsibility of service firms: Impact on customer attitudes and behavioral intentions.” The 16th Annual Graduate Education and Graduate
Student Research Conference in Hospitality and Tourism, Houston, Texas, Jan. 4-6, 2011.
4. Wu, L., Guo, Y., Deng, Q., & Pei, Y. “Tourism product study from a combined perspective of tourist motivation and perception: A case study on campus-based tourism products of Shanghai.”
The 14th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, Las Vegas, Nevada, Jan. 4-6, 2009. (Sponsored by Fudan University Wangdao Undergraduate Research Grant, No. 08018)
3. Deng, Q., Guo, Y., Wu, L., & Pei, Y. “A study on residents’ perceived impacts of MICE industry: A case of Shanghai, China.” The 14th Annual Graduate Education and Graduate Student Research
Conference in Hospitality and Tourism, Las Vegas, Nevada, Jan. 4-6, 2009.
2. Xie, L., Guo, Y., Wu, L., & Ye, Y. “An empirical study on Shanghai community-based prospective perceptions of the 2010 Shanghai World Expo impact.” The 2nd ITSA Bi-annual Conference, Shanghai, China, Nov. 7-9, 2008.
1. Ye, Y., Guo, Y., Geng, X., Wu, L., & Deng, Q. “A study on the correlation between impact
perception and motivation of 2008 Beijing Olympic Games.” The 2nd ITSA Bi-annual Conference, Shanghai, China, Nov. 7-9, 2008.
BOOK CHAPTERS Wu, L., & Li, X. “Sharing tourism experiences: Literature review and research agenda.” In Gao, J., Ma,
J., and Scott, N. (Eds.), 2016 Visitor Experience Design. CABI Advances in Tourism
Management Research Series. Wallingford, CABI.
INVITED PRESENTATIONS Sep. 26, 2014 “Machine voice and SST service failure experiences.” Invited Presentation at
Ph.D. Student Professional Seminar, hosted by School of Tourism and Hospitality Management, Temple University.
Oct. 18-19, 2012 “Heritage marketing: From concepts to best practices.” Invited Presentation at
2nd International Conference of Hospitality and Tourism of Ecuador, hosted by
The Ecuador-American Chamber of Commerce, Cuenca, Ecuador (with Hubert Van Hoof).
Jan. 4-6, 2012 “Graduate education in hospitality management.” Invited Presentation at the 17th
Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism. Auburn University, AL (with Hubert Van Hoof, Anna S.
Mattila and Lu Zhang).
Dec. 6, 2011 “Heritage marketing: An introduction.” Invited Presentation at the Seminar on
Management of Sustainable Tourism Sites and Cultural Destinations. University
Nov. 2, 2011 “An introduction to curriculum design, pedagogy and student assessment.” Invited Presentation at the Roundtable for Hospitality Program Administrators in
India. Institute for International Management and Technology, New Delhi, India
(with Hubert Van Hoof).
TEACHING EXPERIENCE 2014 - Present School of Tourism and Hospitality Management, Temple University
Assistant Professor
Courses Taught:
— Hospitality Marketing (THM3396), Fall 2014, Fall 2015.
— Advanced Destination Marketing Systems (THM3327), Spring 2015. — Design Tourism Experience (THM4397 – Capstone Class), Spring 2015. 2012 - 2014 School of Hospitality Management, The Pennsylvania State University
Instructor
Courses Taught:
— Hospitality Marketing (HRIM 442), Fall 2012, Spring 2013, Fall 2013, Spring 2014.
2009 - 2013 School of Hospitality Management, The Pennsylvania State University
Teaching Assistant
Courses Assisted:
— Strategic Hospitality Management (HRIM490w), Fall 2010, Spring 2011, Spring 2012, Fall 2013.
— Financial Management in Hospitality Operations (HRIM435), Spring 2010, Fall 2010.
— Human Resource Management in the Hospitality Industry (HRIM466), Fall 2009, Spring 2010, Spring 2011, Fall 2011.
— Advanced Hotel Management (HRIM 480), Fall 2013.
— Introduction to Management in the Hospitality Industry (HRIM 201), Spring 2010.
TEACHING CERTIFICATE AND WORKSHOPS Wu, L. (2014). Academy of Teaching, Fox School of Business.
Wu, L. (2011). Kern Graduate School Teaching Certificate.
Wu, L. (2009–2011). The Schreyer Institute for Teaching Excellence.
PROFESSIONAL AFFILIATION Member of Association of Consumer Research
Member of Society of Consumer Psychology Member of International CHRIE
Member of Penn State Hotel and Restaurant Society (PSHRS)
SERVICE AND LEADERSHIP 2015 – 2016 Secretary
Collegial Assembly, School of Tourism and Hospitality Management, Temple University
2014 – 2015 Committee Member
Faculty search committee, School of Tourism and Hospitality Management, Temple University
2012 - 2013 Vice President
International Hospitality Research Society, School of Hospitality Management, The Pennsylvania State University
2012 - 2013 Vice President
Graduate Student Association, School of Hospitality Management, The Pennsylvania State University
2009 - 2011 HRIM Department Representative
Graduate Student Council, College of Health and Human Development, The Pennsylvania State University
STUDENT ADVISING 2015 – 2016 Committee Member
Jooa Baek
2014 – 2015 Committee Member
Pauline A. Milwood
Ph.D. Dissertation Proposal and Defense
INDUSTRY EXPERIENCE 2009 Project Assistant, InterChina Consulting, Shanghai, China
2008 Program Manager, Glimpses of China, Shanghai, China
2008 Intern, Guest Relations Office, Okura Garden Hotel, Shanghai, China
