Rob Kwortnik, Ph.D.
Dr. Rob Kwortnik is an Associate Professor of Services Marketing in Cornell University’s School of Hotel Administration. He joined the faculty after earning his Ph.D. in Business Administration from Temple University’s Fox School of Business in 2003. He also earned a BA in Journalism from Temple and an MBA from California State University, Northridge.
Dr. Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. Dr. Kwortnik is also a recognized expert on the leisure cruise industry. Among the courses he has taught are services marketing and customer experience management, marketing management for services, and consumer behavior; he has been honored numerous times as a Teacher of the Year by students at the School of Hotel Administration.
Prior to his career in academics, Dr. Kwortnik held a number of professional positions in marketing, and was a travel industry consultant. In addition, he developed sales and marketing training programs for Marriott International, the American Automobile Association, the Los Angeles Convention and Visitors Bureau, Cruise Lines International Association, and the National Tour Association.
Among Dr. Kwortnik’s writing credits, he is the lead author of a Harvard Business School case on Carnival Cruise Lines (2005) and of the textbook, Essentials of Travel Packaging: Creating, Marketing, and Managing the Travel Product (Lexington, KY: National Tour Association, 1998). From 2012-2013, Dr. Kwortnik served as the Academic Director of the school’s Center for Hospitality Research.
Breffni M. Noone
Breffni M. Noone is an Associate Professor at the Pennsylvania State University School of Hospitality Management where she teaches courses in revenue management and service operations management. Before joining the Pennsylvania State University, she held a visiting professor position in the School of Hotel Administration at Cornell University, and was on faculty at the Dublin Institute of Technology, Ireland. Dr. Noone earned her doctorate from Cornell University. She also holds an M.B.S. from Dublin City University, Ireland and a B.Sc. (Mgmt.) from Dublin University, Trinity College, Ireland.
Dr. Noone is the recipient of outstanding teaching, research, and advising awards. She was honored with the Penn State College of Health and Human Development Teaching Excellence Award in 2013 and 2016, the National Society of Leadership and Success Excellence in Teaching Award in 2012, and the Penn State College of Health and Human Development Alumni Award for Teaching Excellence in 2010. In 2012, she received the Journal of Hospitality & Tourism Research Article of the Year Award, and was recognized with the Penn State Schreyer Honors College Excellence in Advising Award in 2014.
Dr. Noone’s research interests include revenue management and pricing in the restaurant, hotel, and golf industries. Her work has been published in journals such as Journal of Revenue and Pricing Management, Cornell Hospitality Quarterly, Journal of Service Management, International Journal of Hospitality Management, and Journal of Hospitality & Tourism Research. She has authored several book chapters, and national and international conference papers. She currently serves on the HSMAI Revenue Management Advisory Board for the Americas, on the editorial boards of the Journal of Revenue and Pricing Management and the International Journal of Hospitality Management, and as an associate editor for the Journal of Hospitality and Tourism Research. She also serves as a revenue management consultant to hospitality enterprises and provides executive education programs in revenue management in the U.S. and Europe.
Michael Oshins, Ed.D.
Michael Oshins has been a faculty member of Boston University School of Hospitality Administration for over two decades. He was the first member to earn the title of Associate Professor of the Practice at the school. Mike has taught a dozen different courses at SHA, including Marketing, Service Quality & Human Resource Management and Leveraging Technology in Hospitality &Tourism. He currently teaches all incoming freshmen an overview of the industry with a focus on customer service and the senior capstone course in Hospitality Leadership.
Mike holds a doctorate in Human Resource Education from Boston University, a masters in professional studies in Hotel Administration from Cornell University, and a bachelor of arts in Literature and Rhetoric from Binghamton University of New York. His doctoral research involved developing an industry competency model for hotel managers – identifying the knowledge, skills and traits that distinguish great versus good hotel managers.
Mike is the current editor of the Boston Hospitality Review, an interdisciplinary journal devoted to scholarship and reflection about the theory and practice of hospitality as a business activity and cultural phenomenon. He has been published or cited for his industry expertise in numerous media outlets, including The Cornell Hotel & Restaurant Quarterly, New England Hotel Magazine, New York Times, Los Angeles Times, Boston Globe and CBS.
While on faculty at BU, Mike is actively involved with industry consulting practices, speaking engagements and board involvement. He was an associate for The Spire Group / The TQM Group, a Boston-based consulting firm specializing in total quality management for service organizations. Mike was also an associate with Heath & Company of Atlanta, GA, a hotel consulting company focused on labor management, operational efficiency and quality; his clients included Holiday Inn, Sheraton, Westin, and independent hotels. In 2015 Mike had the honor of representing the Cornell School of Hotel Administration for an executive education session on strategic leadership for AMLAK Corporation and the Qatar National Convention Center management team in Doha, Qatar.
Prior to his career in academia, Mike was Vice President of Integer Dynamics. A hospitality industry consulting company, Integer Dynamics focused in operational and technology-based productivity and quality consulting services for luxury hotel companies. Mike’s operational experience includes hotel, restaurant, quick-service, and country club segments, highlighted by work at the iconic Waldorf-Astoria in New York.
As a Faculty Instructor at Harvard University School of Continuing Education for 14 years, Mike’s Hotel & Restaurant Management graduate course earned the top 10% of course evaluations every year. As an adjunct faculty member at Brandeis Graduate School of Economics and Finance, he taught a Service Management course for six years, consistently earning among the highest course evaluations. He was also nominated multiple times for the university-wide Metcalf Award for Teaching Excellence at Boston University.
Since 1993, Professor Tony Simons has taught organizational behavior, negotiation and leadership at the Cornell University School of Hotel Administration. His research examines trust – employee trust in leaders, executive team member trust, and trust in supply chain relationships. In particular, he has focused on how well people are seen as keeping their word – delivering on their promises and living espoused values. This simple perception has huge practical consequence and is very challenging to maintain impeccably. His research and consulting work supports managers in meeting this challenge. He speaks, trains, consults and designs surveys for organizations both within and beyond the hospitality industry.
Professor Simons has published over 25 journal articles for both managerial and scholarly audiences and is the author of The Integrity Dividend: Leading by the Power of Your Word (Jossey-Bass, 2008). He is the president of Integrity Dividend LLC, an organization dedicated to maximizing personal and organizational performance through integrity and credibility. He has trained executives in negotiation skills and in leadership at Northwestern University’s Kellogg School, Cornell University and in seminars around the US, Canada, and Europe.
After working his way through college with several line positions at restaurants and hotels, Professor Simons worked as a crisis counselor at a psychiatric hospital for three years. He then shifted focus toward management consulting for another three years. Returning to school to pursue advanced education, he earned his MA and PhD at Northwestern University, Kellogg Graduate School of Management.