Marianna SIGALA

Marianna Sigala is a Lecturer in Operations and Production Management at the Department of Business Administration, University of Aegean, Greece. She is also a Visiting Professor in Operations and Technology Management at the University of Fan S. Noli of Korca, Albania. She previously taught at the University of Strathclyde, Glasgow and the University of Westminster, London in the UK.

Dr Sigala also has professional experience in the hospitality industry in Greece, and has contributed to several international research and consultancy projects in hospitality and tourism, as well as in socioeconomic development including Tempus-Phare and EAR projects. Her research interests include customer relationship marketing, service operations management, quality and performance management, information and communications applications and management, specifically in the tourism, hospitality and cultural-heritage fields.

Dr Sigala has published in international journals such as Managing Service Quality, International Journal of Hospitality Management, International Journal of Operations & Production Management, Journal of Hospitality & Tourism Research, Journal of Travel & Tourism Marketing, Journal of Foodservice Business Research and Journal of Marketing Communications, as well as in many international conference proceedings. Dr Sigala has also published two books related to information and communications technologies applications and management and one book on cultural management including specific information and communication applications in the heritage sector. She earned her PhD in Technology Management and Operations Management from the University of Surrey, UK.

Programme(s) Taught

• Master of Business Administration
• Master of Management in Information Technology
• Postgraduate Diploma of Business Administration
• Postgraduate Diploma of Information Technology Management
• Postgraduate Certificate of Information Technology Management
• Certificate of Professional Development

Subject(s) Taught

• 650: e-Business
• 660: Operations Management
• 751: Enterprise Knowledge Management
• 760 Management of Services
• 770: Information Technology Systems for Business
• 771: Information Systems Strategy
• 2700: Supply Chain Management
• 2800: Information Systems Project Management
• 2810: IT Outsourcing and Vendor Management
• 3200: Business Process Management and Outsourcing

Professional Affiliations

• Immediate Past President, Executive Committee Member and Director, European Council on Hotel, Restaurant and Institutional Education (CHRIE)
• Full Member, International Council on Hotel, Restaurant and Institutional Education (CHRIE)
• Director of Membership and Executive Board Member, International Federation for Information Technology and Travel & Tourism (IFITT)
• Full Member, International Association of Scientific Experts in Tourism (AIEST)
• Full Member, Balkan Association for Tourism Education & Research (BATER)
• Full Member, Mediterranean Association for Tourism and Hospitality Education & Research (MATHER)
• Full Member, Association for Information Systems (AIS)
• Publicity Officer, Director, Hellenic Association for Information Systems (HeAIS)
• Full Member, European Operations Management Association (EUROMA)
• Full Member, International Forum of Educational Technology and Society

Professional Activities

• Editorial Advisory Board Member, Information Technology and Tourism: Applications, Methodologies, Techniques; Managing Service Quality; Journal of Hospitality, Leisure, Sport & Tourism Education; Tourism Today and Journal of System and Management Sciences
• Research Co-Chair, Scientific Committee of the 23rd and 24th EuroCHRIE Conference,14th ENTER 2007 International Conference organised by IFITT, 7th Mediterranean Conference on Information Systems (MCIS)
• Reviewer, Tourism Management, International Journal of Hospitality Management, International Journal of Electronic Business and Journal of Foodservice Business Research
• Researcher, Contractor and/or Consultant, projects such as the e-Business Forum in eTourism

Selected/Recent Publications

• Chalkiti, K., & Sigala, M. (2008). Information sharing and idea generation in peer to peer online communities: the case of DIALOGOI. Journal of Vacation Marketing, 14(2), 121-132.
• Sigala, M. (2008). A supply chain management approach for investigating the role of tour operators on sustainable tourism: the case of TUI. Journal of Cleaner Production (in press).
• Sigala, M. (2008). Applications and implications of information & communication technology for airports and leisure travellers. In Graham, A., Forsyth, P., & Papatheodorou, A. (Eds.), Aviation and tourism: implications for leisure travel. Ashgate Publishing.
• Sigala, M. (2008). Web 2.0, social marketing strategies and distribution channels for city destinations: enhancing the participatory role of travellers and exploiting their collective intelligence. In Gascó-Hernández, M., & Torres-Coronas, T. (Eds.), Information communication technologies and city marketing: digital opportunities for cities around the world. IDEA Publishing.
• Sigala, M. (2007). Integrating Web 2.0 in e-learning environments: a socio-technical approach. International Journal of Knowledge and Learning, 3(6), 628-648.
• Sigala, M., & Chalkiti, K. (2007). Improving performance through tacit knowledge externalization and utilization: preliminary findings from Greek hotels. International Journal of Productivity & Performance Management, 56(5-6), 456-483.
• Sigala, M., & Chalkiti, K. (2007). New service development: preliminary findings on process development and assessment from the Greek hotels. Advances in Hospitality and Leisure, 3, 131-153.
• Sigala, M. (2007). Investigating the Internet's impact on interfirm relations: evidence from the business travel management distribution chain. Journal of Enterprise Information Management, 20(3).
• Sigala, M., Mich, L. & Murphy, J. (Eds.) (2007). Information & Communication Technologies in Tourism 2007. Springer Computer Science, Wien.
• Sigala, M. (2007). A holistic integration framework of Information & Communication Technologies (ICT) in hospitality operation processes. In Angeli, F. (Ed.), Investire in tecnologia nel turismo Il paradosso della produttività (Technological investments in tourism - the productivity paradox). Italian Centre for Advanced Studies in Tourism, Italy (Centro Italiano di Studi superiori sul Turismo e sulla Promozione Turistica di Assisi).
• Sigala, M. (2007). Customer relationship management: strategic and operational issues. Lyon, France: Institute Paul Bocuse & Universite Lyon III.
• Hitz, M., Sigala, M., & Murphy, J. (Eds.). (2006). Information & Communication Technologies in Tourism 2006. Springer Computer Science, Wien.
• Sigala, M. (2006). Culture: the software of customer relationship management. Journal of Marketing Communications, 12(3), 203-223.
• Sigala, M. (2006). e-Procurement diffusion in the supply chain of foodservice operators: an exploratory study in Greece. Information Technology and Tourism, 8(2), 79-90.
• Sigala, M. (2006). RFID applications for integrating and informationalizing the supply chain of foodservice operators: perspectives from Greek operators. Journal of Foodservice Business Research.
• Sigala, M. (2006). Mass customisation implementation models and customer value in mobile phones services: preliminary findings from Greece. Managing Service Quality, 16(4), 395-420.
• Sigala, M., & Christou, E. (2006). Global trends and challenges in services. Managing Service Quality,16(4), 345-348.
• Sigala, M. (2006). e-Customer relationship management in the hotel sector: guests' perceptions of perceived e-service quality levels. Tourism: An International Interdisciplinary Journal, 54(4), 333-344.
• Sigala, M. (2006). The impact of e-marketplaces on the level and type of buyers-sellers relationships. In Koh, L., & Ketikidis, P. (Eds.), Supply Chain Management and Logistics in South East Europe (pp. 64-80), the International Workshop on Supply Chain Management and Information Systems 2005 (SCMIS) handbook. Thessaloniki, Greece: The South East European Research Centre (SEERC).
• Sigala, M. (2005). Information and communication technologies in tourism and hospitality: applications and management. Butterworth Heinemann, Elsevier Science.
• Sigala, M. (2005). e-Learning and e-Assessment Pedagogy. In Airey, D., & Tribe, J. (Eds.), An international handbook of tourism education(pp. 367-381). Oxford: Elsevier Science.
• Sigala, M. (2005). New media and technology: trends and management issues for cultural tourism. In Sigala, M., & Leslie, D. (Eds.), International cultural tourism: management, implications and cases. Butterworth Heinemann.
• Sigala, M. (2005). In search of online post-modern authenticity: assessing the quality of learning experiences at eternalegypt.org. In Sigala, M., & Leslie, D. (Eds.), International cultural tourism: management, implications and cases. Butterworth Heinemann.
• Sigala, M. (2005). Integrating customer relationship management in hotel operations: managerial and operational implications. International Journal of Hospitality Management, 24(3), 391-413.
• Sigala, M. (2005). Developing and implementing a model for assessing collaborative e-Learning processes and products. In Comeaux, P. (Ed.), Assessing online teaching and learning (pp. 88-98). Anker Publishing NG Company, Inc.
• Sigala, M. (2005). Networking in the tourism supply chain: evaluating the readiness of small and medium tourism enterprises of an island economy. Garcia Francisco Calero and Eduardo Parra Lopez (Eds.), Situación actual, implicaciones y perspectivas futuras del turismo en Canarias, 2. Escuela Universitaria de Ciencias Empresariales (EUCE) Univerisity de la Laguna, Tenerife.
• Sigala, M. (2005). A holistic integration framework of information & communication technologies in hospitality operation processes. The Cyprus Journal of Sciences, 3, 167-190.
• Sigala, M., & Mylonakis, I. (2005). Developing a data envelopment analysis model for measuring and isolating the impact of contextual factors on hotel productivity. International Journal of Business Performance Management, 7(2), 174-190.
• Avison, D., Kautz, K., Sigala, M., Whitley, E., & Winter, R. (2005). Becoming engaged with conferences: reputations and networks. Communications of the Association for Information Systems,16, 895-903.
• Sigala, M., Jones, P., Lockwood, A., & Airey, D. (2005). Productivity in hotels: a stepwise data envelopment analysis of hotels' rooms division processes.The Service Industries Journal, 25(1), 61-81.
• Sigala, M. (2005). Management of Tourism Enterprises. University of the Aegean (in Greek).
• Sigala, M. (2005). Services management in tourism and hospitality. Bruneck/Brunico: Free University of Bolzano, Italy (in English).
• Sigala, M. (2005). Management and economics of travel and transport agencies. Bruneck/Brunico: Free University of Bolzano, Italy (in English).
• Sigala, M., & Sakellaridis, O. (2004). Web users' cultural profiles and e-service quality: internationalization implications for tourism websites. Information Technology and Tourism, 7(1), 13-22.
• Sigala, M. (2004). Collaborative supply chain management in the airline sector: the role of Global Distribution Systems (GDS). Advances in Hospitality and Leisure, 1, 103-121.
• Sigala, M. (2004). Reviewing the profile and behaviour of Internet users: research directions and opportunities in tourism and hospitality. Journal of Travel and Tourism Marketing, 17(2/3), 93-102.
• Sigala, M., Airey, D., Jones, P., & Lockwood, A. (2004). ICT paradox lost? A stepwise data envelopment analysis methodology. Journal of Travel Research, 43, 180-192.
• Sigala, M. (2004). Investigating the factors determining e-learning effectiveness in tourism and hospitality education. Journal of Hospitality & Tourism Education, 16(2), 11-21.
• Folinas, D., Manthou, V., Sigala, M., & Vlachopoulou, M. (2004). Modelling the e-volution of supply chain: cases and best practices. Internet Research: Electronic Networking Applications and Policy, 14(4), 274-283.
• Sigala, M. (2004). Reviewing the profile and behaviour of Internet users: research directions and opportunities in tourism and hospitality. In Mills, J.E., & Law, R. (Eds.), Handbook of consumer behavior, tourism, and the Internet. The Haworth Hospitality Press.
• Sigala, M. (2004). The ASP-Qual model: measuring ASP service quality in Greece. Managing Service Quality, 14(1), 103-114.
• Sigala, M. (2004). Using data envelopment analysis for measuring and benchmarking productivity in the hotel sector. Journal of Travel and Tourism Marketing, 16(2/3), 39-60.
• Sigala, M. (2004). Competing in the virtual market space: a strategic model for developing e-commerce in the hotel industry. International Journal of Hospitality Information Technology, 3(1), 43-60.
• Sigala, M. (2004). Using data envelopment analysis for measuring and benchmarking productivity in the hotel sector. In Zheng, G. (Ed.), Management science applications in tourism & hospitality (pp. 39-60). The Haworth Press.
• Sigala, M. (2003). Cross-cultural understanding in tourism and hospitality education: reflecting on experiences gained by teaching abroad. HOSTEUR, 12(1), 5-9.
• Sigala, M., & Baum, T. (2003). Trends and issues in tourism and hospitality higher education: visioning the future. Tourism and Hospitality Research. The Surrey Quarterly Review, 4(4), 367-376.
• Sigala, M., & Christou, E. (2003). Enhancing and complementing the instruction of tourism and hospitality courses through the use of online educational tools. Journal of Hospitality & Tourism Education, 15(1), 6-16.
• Paraskevas, A., & Sigala, M. (2003). Teaching hospitality & tourism management: a matter of style. Journal of Teaching in Travel & Tourism, 3(4), 1-18.
• Sigala, M. (2003). Internet heritage and cultural tourism under virtual construction: implications for online visitors' experiences and interpretation management. Tourism Today, 3, 51-67.
• Sigala, M. (2003). Integrating and exploiting Information and Communication Technologies (ICT) in restaurant operations: implications for restaurant productivity. Journal of Foodservice Business Research, 6(3), 55-76.
• Sigala, M. (2003). Developing and benchmarking internet marketing strategies in the hotel sector in Greece. Journal of Hospitality & Tourism Research, 27(4), 375-401.
• Sigala, M. (2003). The information & communication technologies productivity impact on the UK hotel sector. International Journal of Operations and Production Management, 23(10), 1224-1245.

Selected Presentations

• Sigala, M. (2008, 11-14 October). Destination management systems: a multi-stakeholder study of their adoption and operational barriers in the Greek tourism industry. 26th EUROCHRIE Congress, Building a Legacy, Living the Dream: 2020 Vision for Hospitality and Tourism, organised by the Emirates Academy EuroCHRIE in Dubai, United Arab Emirates.
• Sigala, M., & Christou, E. (2008, 9-10 May). Expanding the e-service quality concept to include customer participation and intercustomer support in e-service provision. 3rd International Conference on Services Management, organised by Penn State University, School of Hospitality Management, Institute for International Management and Technology, and the Business School of Oxford Brookes University, UK.
• Sigala, M. (2008, 23-25 January). Developing and implementing an eCRM 2.0 strategy: usage and readiness of Greek tourism firms. 15th ENTER Annual conference, organised by the International Federation of IT, Tourism and Travel (IFITT), Innsbruck, Austria.
• Christou, E., Lymperopoulos, C., & Sigala, M. (2007, 27-29 September). Travellers' perceptions on adoption of Internet shopping for airline tickets. 1st Biannual International Conference on Strategic Developments in Services Marketing, jointly organised by the University of the Aegean, Greece and the University of Glasgow, UK, in collaboration with the Greek Marketing Academy, Chios, Greece.
• Choi, G., Parsa, H.G., & Sigala, M. (2007, 25-29 July). Consumers' environmental concern in the lodging industry: a comparative study between Greece and the United States. Annual International International Council for Hotel, Restaurant and Institutional Education (I-CHRIE) Convention, Hospitality and Tourism Education as Big as Texas. Dallas, Texas.
• Sigala, M. (2007, 25-29 July). New product development processes in tourism clusters: a knowledge management approach. Annual International International Council for Hotel, Restaurant and Institutional Education (I-CHRIE) Convention, Hospitality and Tourism Education as Big as Texas. Dallas, Texas.
• Sigala, M., & Christou, E. (2007, 23-25 November). Exploiting Web 2.0 in open and distance education: developing personalised and collaborative learning environments. 4th International Conference in Open and Distance Learning, Forms of Democracy in Education: Open Access and Distance Education, organised by Hellenic Open University, Open University of Cyprus, Hellenic Network of Open & Distance Education, Athens, Greece.
• Sigala, M. (2006, 25-28 October). Performance impact of flexible working in hotels. 24th EuroCHRIE International Congress, In search of Excellence for Tomorrow's Tourism, Travel and Hospitality, organised by the University of the Aegean, Thessaloniki, Greece.
• Sigala, M. (2006, 24-27 July). Modelling the implementation of sustainable supply chain management practices by tour operators. Annual International International Council for Hotel, Restaurant and Institutional Education, (I-CHRIE) Convention, Washington.
• Sigala, M. (2006, 3-5 May). Emotional intelligence, emotional labour and service quality: implications of service process design and operations management in tourism and hospitality. 18th Biennial International Congress, Tourism & Hospitality Industry 2006: New Trends in Tourism and Hospitality Management, organised by the Faculty of Tourism & Hospitality Management, University of Rijeka, Opatija, Croatia.
• Sigala, M., & Chalkiti, K. (18-21 June 2006). Modelling and measuring new service development: a hospitality perspective. European Operations Management Association (EUROMA) international conference, Moving Up the Value Chain, University of Strathclyde, Glasgow, UK.
• Sigala, M., & Christou, E. (2006, 12-14 June). Investigating the impact of e-Customer Relationship Management on hotels' website service quality. Paper presented at the Annual European Conference on Information Systems 2006, Gothenburg, Sweden.
• Sigala, M. (2006, 18-20 January). A framework for developing and evaluating mass customization strategies for online travel companies. 13th ENTER annual conference, organised by IFITT, Lausanne, Switzerland.
• Sigala, M. (2005, 26-28 October). Investigating the impact of Customer Relationship Management on service quality in the hotel industry. 23rd EuroCHRIE International Congress, organised by Institut Paul Baucuse and Accor, Paris, France.
• Sigala, M., & Christou, E. (2005, 27-31 July). Mass customization in the travel trade: a reality check in the Greek travel agent and tour operator sector. Annual International Council for Hotel, Restaurant and Institutional Education, (I-CHRIE) Convention, Las Vegas.
• Sigala, M. (26-28 May 2005). Internet and interfirm relations in the business travel management distribution chain. European Conference in Information Systems (ECIS) 2005 Conference, Regensburg, Germany.
• Sigala, M. (2005, 6-8 July). The impact of e-marketplaces on the level and type of buyers-sellers relationships. 3rd International Workshop on Supply Chain Management & Information Systems, Thessaloniki, Greece.
• Sigala, M. (2005, 26-28 January). A learning assessment of online interpretation practices: from museum supply chains to experience ecologies. Information & Communication Technologies in Tourism 2005 (ENTER) Conference, International Federation of Information Technologies in Tourism (IFITT), Innsbruck, Austria.
• Sigala, M. (2005, 26-28 January). E-procurement use and adoption barriers: evidence from the Greek foodservice sector. Information & Communication Technologies in Tourism 2005 (ENTER) Conference, International Federation of Information Technologies in Tourism (IFITT), Innsbruck, Austria.
• Sigala, M., Maroudas, L., & Tsartas, P. (2004, 3-7 November). In search of a collaboration quality model: futurizing the tourism supply chain. Annual EuroCHRIE (European Council for Hotel, Restaurant and Institutional Education) Conference: Global Issues and Trends in the Hospitality and Tourism Industries, Ankara, Turkey.
• Sigala, M. (2004, 16-18 June). Customer Relationship Management: diffusing CRM benefits into business processes. Paper presented at the European Conference in Information Systems (ECIS), Turku, Finland.
• Sigala, M. (2004, 26-28 January). Designing experiential websites in tourism and hospitality: a customer-centric value approach. Paper presented at the Information & Communication Technologies in Tourism 2004 (ENTER) Conference, Cairo, Egypt.

 

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