David Cranage is an Associate Professor of Hospitality Management at The Pennsylvania State University, USA. Dr. Cranage received his doctoral degree from The Pennsylvania State University, Business Administration in the year 1999. He has several publication on Hospitality Management and his specializations include Marketing-Consumer Behavior-Empowering the Customer, Informed Choice, Customer Loyalty.

Pre-emptive strategies to buffer the effects of service failures, and increase customer loyalty, Empowerment, Informed choice