OVERVIEW
I am a senior lecturer in the School of Tourism, Hospitality and Environmental Management, Universiti Utara Malaysia. I obtained my first degree in Bachelor of Business Administration with Honors(majoring Tourism) from UUM itself. Later, I received my Master in International Tourism and Hospitality Management from Griffith University (Gold Coast campus) while my PhD was awarded by University of Surrey (Hospitality management). I am interested in the areas of services management in general, with specialisation in service failure and recovery. Other areas of interest include hospitality management, customer behaviour, quality management, service operations management, human resource management, services marketing, hospitality education and training, consumer behaviour in food and beverage and experience management.I have published in a few internationally, peer-reviewed journals while also presented in numerous international conferences. At the moment, I also supervise postgraduate students.
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