She earned her PhD in Business Administration at the University of Utah in 1997. She previously taught in Graduate and Executive programs at Cornell University, London Business School, Southern Methodist University, Colorado State University, the University of Colorado and the University of Utah. Her articles have appeared in various journals including the Journal of Operations Management, Decision Sciences, Production and Operations Management, the Journal of Service Research, the International Journal of Service Industry Management, the Cornell Hotel and Restaurant Administration Quarterly, Omega and the Journal of Product Innovation Management.