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Associate Professor of Hospitality Management

Contact Information

218 Mateer Building
The Pennsylvania State University
University Park PA 16802


(fax) 814-863-4257


1975 B.S. The Pennsylvania State University, Food Service and Housing Administration
1989 M. B. A. The Pennsylvania State University, Busines Administration
1999 Ph.D. The Pennsylvania State University, Business Administration

Research Interests

Pre-emptive strategies to buffer the effects of service failures, and increase customer loyalty
Informed choice


Marketing-Consumer Behavior-Empowering the Customer, Informed Choice, Customer Loyalty

Selected Publications

Kokkino, A.,& Cranage, D. A. (2012). Using self service technology to reduce customer waiting times. International Journal of Hospitality Management. In Press

Lee, C. H., & Cranage, D. A. (2012). Towards understanding Consumer processing of negative on-line word-of-mouth communication: The roles of opinion consensus and organizational response strategies. Journal of Hospitality and Tourism Research. In Press

Kokkino, A. & Cranage, D. A., (2012). Forecasting for the start-up restaurant owner. Journal of Foodservice Business Research. vol 16, Iss 1.

Kuo, P. J., & Cranage, D. A. (2012). Willingness to pay for customization: The impact of choice variety and specification assistance. International Journal of Hospitality and Tourism Administration. Vol 13 Iss 4.

Kuo, Pei-Jou & Cranage, David A. (2011). Consumers’ responses to participation and customization in food services: A cultural perspective. Journal of Hospitality Marketing & Management, 20(1), 24-39.

Lee, B.Y., & Cranage, D.A.(2011). Ambiguity of Blame attribution following service failure an facilitator based multiple service organizations. Journal of Hospitality Marketing and Management, 20(2), 97-120.

Lee, C.H. & Cranage, D.A. (2011). Personalization-privacy paradox: The effects of
personalization and privacy assurance on consumer responses to travel web sites. Tourism Management, 35(5), 987-994.

Lee, C.H. & Cranage, D.A. (2010). Consumer uncertainty and online information search. Journal of Hospitality Marketing and Management, Volume 19 Issue 5

Courses Taught

HRIM 350 Discussion Models in the Hospitality Industry

HRIM 442 Marketing in the Hospitality Industry

HRIM 590 Colloquium

Curriculum Vitae

David Cranage vitae