Faculty and Staff
Kawon (Kathy) Kim, Ph.D.
Ph.D. Program Director
|Department:||School of Hospitality and Tourism Management
College of Hospitality, Retail and Sport Management
|Office Hours:||Close-Hipp 631|
Learn more about the Ph.D. in Hospitality Management
Ph.D., Hospitality and Tourism Management, University of Massachusetts, 2017
M.A., Hotel and Restaurant Management, University of Houston, 2011
B.S., Foods and Nutrition / Consumer Science (Suma Cum Laude), Ewha Womans University (Seoul, South Korea), 2009
Kawon (Kathy) Kim is an assistant professor in the School of Hospitality and Tourism Management in the College of Hospitality, Retail and Sport Management. Prior to coming to USC, Kim served as an instructor at the University of Massachusetts Amherst (2016-2017). Her duties there included teaching food service management and special event management. Kim has also served as a consultant and project manager with Be My Guest, a restaurant consulting company (2012-2013).
Honors and Awards
- 2018 Outstanding Reviewer Award, Cornell Hospitality Quarterly
- Academic Best paper finalist nominee, 2019 Travel and Tourism Research Association International Conference
- 2018 Highly Commented Award, International Journal of Contemporary Hospitality Management
- HRTM 344 – Personnel Organization and Supervision
- HRTM 584 – Tourism Information Technology Issues
- Service marketing: Social and interpersonal influence, social support, influence of other customers, service failure and recovery
- Organizational behavior: Leadership, employee training
Refereed Journal Articles
Seo, S., Kim, K. & Nurhidayati, V. (In press). "Satisfaction with imported fruit and purchase intention in Taiwan based on familiarity: A case of Korean pears." British Food Journal.
Kim, K., & Baker, M. (In press). "Other customers as a service recovery agent: A conceptual model of the impact of other customers in a service failure context." Journal of Business Research.
Baker, M., & Kim, K. (In press). "Dealing with customer incivility: The effects of managerial procedural and emotional support on employee psychological well-being and quality of life." International Journal of Hospitality Management.
Jin, D., Kim, K., & Dipietro, R. (In press). "Workplace incivility in restaurants: Who’s the real victim? Employee deviance and customer reciprocity." International Journal of Hospitality Management.
Seo, S., & Kim, K. (2020). "Mimicking menu choices: Menu choice failure and blame attribution of the Korean customer." International Journal of Hospitality Management, 86.
Kim, K., & Baker, M. A. (2019). "The customer isn’t always right: The implications of illegitimate complaints." Cornell Hospitality Quarterly. DOI: https://doi.org/10.1177/1938965519889288.
Rosenbaum, M. S., Kim, K., Ramirez, G. C., Orejuela, A. R., & Park, J. (2019). "Improving well-being via adaptive reuse: Transformative repurposed service organizations." The Service Industries Journal, 1-25.
Baker, M., & Kim, K. (2019). "Value co-destruction in exaggerated online reviews: The effects of emotion, language and trustworthiness." International Journal of Contemporary Hospitality Management.
Kim, K., & Baker, M. (2019). "How the employee looks and looks at you: Building employee-customer rapport." Journal of Hospitality and Tourism Research.
Seo, S., & Kim, K. (2018). "Uncertainty avoidance as a moderator for the influences on foreign residents’ dining out behaviors." International Journal of Contemporary Hospitality Management.
Baker, M., & Kim, K. (2018). "The role of language, appearance and smile on perceptions of authenticity versus rapport." International Journal of Hospitality Management. 74, 171-179
Baker, M., & Kim, K. (2018). "Other customer service failures: Emotions, impacts and attributions." Journal of Hospitality and Tourism Research. 42(7), 1067-1085.
Kim, K., & Baker, M. (2017). "The impacts of service provider name, ethnicity and menu information on perceived authenticity and behavioral intention." Cornell Hospitality Quarterly. 58(3), 312-318.
Oh, H., and Kim, K. (2017). "Customer satisfaction, service quality and customer value: Years 2000-2015." International Journal of Contemporary Hospitality Management. 29(1), 2-29.
Sirsat, S. A., Kim, K., Gibson, K. E., Crandall, P. G., Ricke, S. C., and Neal, J. A. (2014). “Tracking microbial contamination in retail environments using fluorescent powder — A retail delicatessen environment example.” Journal of Visualized Experiments, (85), e51402-e51402.
Seo, S.H., Phillips, W.M., Jang, J.H., and Kim, K. (2012). “The effects of acculturation and uncertainty avoidance on foreign resident choice for Korean foods.” International Journal of Hospitality Management, 31(3), 916-927.
Kim, K., O’Bryan, C.A., Crandall, P.G., Ricke, S.C. and Neal, J.A. (2012). “Identifying baseline food safety training practices for retail delis using the Delphi Expert Consensus Method.” Food Control (Level: Q1, impact factor: 4.21), 32(1), 55-62.
Seo, S. H., Phillips, W. M., Jang, J. H., & Kim, K. (2012). "The effects of acculturation and uncertainty avoidance on foreign resident choice for Korean foods." International Journal of Hospitality Management, 31(3), 916-927.
Kim, K., & Baker, M. (2020). "Managing Service Failure and Recoveries." In Saurabh Kumar Dixit (Eds.), The Routledge Handbook of Tourism Experience Management and Marketing. London, U.K.: Routledge.
Baker, M., & Kim, K. (2020). "Service Experiencescapes." In Dixit, S. K. (Eds.), The Routledge Handbook of Tourism Experience Management and Marketing. London, U.K.: Routledge.
Baker, M., & Kim, K. (2019). "Heritage and Authenticity in Gastronomic Tourism." In Dixit, S. K. (Eds.), The Routledge Handbook of Gastronomic Tourism (pp.252-259). London, U.K.: Routledge.
Lee, M., Kim, K., Lee, K. Y., & Hong, J. H. (2018). "Employees’ Use of Smartphones and Performance: Reflective-Formative Estimation Approach." In Ali, F., Rasoolimanesh, S. and Cobanoglu, C. (Eds.), Applying Partial Least Squares in Tourism and Hospitality Research (pp.85-108). London, U.K.: Emerald Publishing Limited.
Kim, K., & Baker, M. (2017). "The influence of other customers in Service failure & recovery." In Erdogan Kox (Eds.), Service Failure and Recovery in Tourism and Hospitality: A Practical Manual (pp.122-134). Oxford, U.K.: CABI.
Professional Affiliations and Consulting Experiences
- International Council on Hotel, Restaurant, and Institutional Education (ICHRIE)
- Meeting Professionals International (MPI)