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Marcya Gonzáles-Santiago is currently a fourth-year Ph.D. candidate in Management, specializing in Marketing, at ISCTE-IUL. She is a Research Assistant and has been awarded an FCT doctoral scholarship. Her research interests primarily lie in customer behavior, tourism marketing, cruise tourism, and digital technology in tourism/hospitality including AI, VR, AR, and Robots. Marcya completed her Master's in International Marketing & Management from ISM University of Management and Economics in Vilnius, Lithuania, after earning her Bachelor's and Licenciate Degree in Tourism and Hotel Management from Universidad de San Martín de Porres in Lima, Perú. Prior to her Master's studies, Marcya worked in the tourism and hospitality industry for over ten years. Most of her experience was in customer service roles at a luxury cruise company. This experience led to her publishing her first scientific article in 2019, which explored the impact of blogs on cruise passenger behavior. Marcya is also a published author and reviewer for several scientific journals and has presented her work at international conferences such as IBIMA, Euromed, AMA (American Marketing Association), and RMER. Furthermore, during her Ph.D. program, she has also been invited as a guest lecturer to discuss the cruise industry and share part of her dissertation research with master's students.
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Identification

Personal identification

Full name
Marcya Gonzáles Santiago

Citation names

  • Gonzáles Santiago, Marcya
  • Gonzáles-Santiago, Marcya
  • Gonzáles-Santiago, M. S
  • Gonzáles-Santiago, Marcya Stefany

Author identifiers

Ciência ID
9914-53FE-8A1B
ORCID iD
0000-0001-6596-8264

Email addresses

  • marcya_stefany_santiago@iscte-iul.pt (Professional)

Websites

Knowledge fields

  • Social Sciences - Economics and Business - Business and Management

Languages

Language Speaking Reading Writing Listening Peer-review
Spanish; Castilian (Mother tongue)
Portuguese Advanced (C1) Advanced (C1) Advanced (C1) Advanced (C1) Advanced (C1)
English Advanced (C1) Advanced (C1) Advanced (C1) Advanced (C1) Advanced (C1)
Italian Intermediate (B1) Intermediate (B1) Intermediate (B1) Intermediate (B1) Intermediate (B1)
Education
Degree Classification
2019/10/14 - 2023/12/19
Ongoing
 Ph.D. in Management (Doutoramento)
Major in Marketing Specialization
ISCTE-Instituto Universitário de Lisboa, Portugal
2016/09/12 - 2018/06/28
Concluded
 The Master of Science (MSc) in International Marketing and Management (Master)
Major in Marketing
ISM Vadybos ir Ekonomikos Universitetas - Vilniuje, Lithuania
"Service Recovery Influence on Consumer’s Complaint Intention to Obtain Benefits. The Case of The Cruise Ship Industry" (THESIS/DISSERTATION)
 9 out of 10 LT / 17 out of 20 PT
2008/01/07 - 2008/06/13
Concluded
 Licentiate Degree In Tourism and Hotel Management (Licence)
Major in Turismo y Hotelería
Universidad San Martin de Porres Facultad de Ciencias de la Comunicación Turismo y Psicología, Peru
 Approved with Distinction. Within the top third of the class
2003/03/03 - 2008/02/29
Concluded
 Bachelor Degree In Tourism and Hotel Management (Bachelor)
Major in Turismo y Hotelería
Universidad San Martin de Porres Facultad de Ciencias de la Comunicación Turismo y Psicología, Peru
 15 out of 20 PE / PT
Affiliation

Science

Category
Host institution 		Employer
2022 - Current Research Assistant (Research) Business Research Unit (UNITE-IUL), Portugal
ISCTE-Instituto Universitário de Lisboa, Portugal

Positions / Appointments

Category
Host institution 		Employer
2019/05 - 2020/03 Travel Agent Viagens el Corte Ingles, Portugal
2015/02 - 2016/05 Shore Excursion Celebrity Cruises, Inc., United States
2011/04 - 2014/11 Guest Relations Officer Celebrity Cruises, Inc., United States
2009/12 - 2011/04 Assistant Waitress Celebrity Cruises, Inc., United States
2007/12 - 2008/04 Tourist Guide and Event Coordinator at Publishing House of the Congress Congreso de La Republica del Perú, Peru
2006/12 - 2007/03 Banquet Runner and Waitress Tossed Franchise Corporation , United States
2005/07 - 2005/10 Assistant of Tourist Promotion Centro de Información Turística del Perú - CIT PERÚ, Peru
Outputs

Publications

Conference abstract
  1. Gonzáles Santiago, Marcya; Loureiro, Sandra Maria Correia; Langaro, Daniela. Corresponding author: Gonzáles Santiago, Marcya. "The Impact of New Technologies on The Cruise Travelers Experience: A Literature Review". Paper presented in 14th Annual Conference of The Euromed Business Academy – 2021, Online, 2021.
    Published
Conference paper
  1. Gonzáles-Santiago, Marcya; Loureiro, Sandra Maria Correia; Langaro, Daniela. Corresponding author: Gonzáles-Santiago, Marcya. "Cruise Tourism Sustainability and Society: An Exploration of Stakeholders and Practices". Paper presented in 10th RMER Conference: Sustainable and Responsible Management- A decade of Integrating Knowledge and Creating Societal Impact through Innovation and Entrepreneurship, 2023.
  2. Gonzáles Santiago, Marcya; Loureiro, Sandra Maria Correia; Langaro, Daniela. Corresponding author: Gonzáles Santiago, Marcya. "CONFERENCE POSTER: Technologies in the Cruise Tourism Services: A Systematic and bibliometric approach". Paper presented in 2022 AMA Summer Academic Conference, Chicago, 2022.
    Published
  3. Gonzáles Santiago, Marcya Stefany; Correia, Ricardo Alexandre Fontes. "Service recovery influence on consumer's complaint intention to obtain benefits. The case of the cruise ship industry". Paper presented in Proceedings of the 32nd International Business Information Management Association (IBIMA), Sevilla, 2018.
    Published
Journal article
  1. Gonzáles-Santiago, Marcya Stefany; Loureiro, Sandra Maria Correira; Langaro, Daniela; Ali, Faizan. "Adoption of smart technologies in the cruise tourism services: a systematic review and future research agenda". Journal of Hospitality and Tourism Technology ahead-of-p ahead-of-p (2024): https://doi.org/10.1108/JHTT-06-2022-0159.
    Published • 10.1108/jhtt-06-2022-0159
  2. Gonzáles Santiago, Marcya Stefany; Correia, Ricardo Alexandre Fontes . Corresponding author: Gonzáles Santiago, Marcya Stefany. "The Influence of Blogs on the Complain Intention: The Case of the Cruise Ship Industry". Journal of Marketing Research and Case Studies 2019 (2019): 1-17. https://ibimapublishing.com/articles/JMRCS/2019/628079/628079.pdf.
    Published
  3. Gonzáles Santiago, Marcya Stefany; Correia, Ricardo Alexandre Fontes. "Service Recovery Influence on Consumer's Complaint Intention to Obtain Benefits. The Case of the Cruise Ship Industry". International Business Information Management Association Conference (2018): 2160-2175. https://publons.com/wos-op/publon/33002033/.
    Published
Thesis / Dissertation
  1. Gonzáles Santiago, Marcya Stefany. "Service Recovery Influence on Consumer’s Complaint Intention to Obtain Benefits. The Case of The Cruise Ship Industry". Master, ISM University of Management and Economics, 2018.
Activities

Oral presentation

Presentation title Event name
Host (Event location)
2023/09/28 Cruise Tourism Sustainability and Society: An Exploration of Stakeholders and Practice 10th RMER Conference: Sustainable and Responsible Management- A decade of Integrating Knowledge and Creating Societal Impact through Innovation and Entrepreneurship
Iscte Business School (Lisbon, Portugal)
2022/08/14 CONFERENCE POSTER: Technologies in the Cruise Tourism Services: A Systematic and bibliometric approach 2022 AMA Summer Academic Conference
American Marketing Association (Chicago, United States)
2021/09/22 The Impact of New Technologies on The Cruise Travelers Experience: A Literature Review 14th Annual Conference of The Euromed Business Academy – 2021
EMAB Conferences (Online)

Conference scientific committee

Conference name Conference host
2023/09/26 - 2023/09/28 10th RMER Conference: Sustainable and Responsible Management- A decade of Integrating Knowledge and Creating Societal Impact through Innovation and Entrepreneurship Iscte Business School
2022/08/12 - 2022/08/14 2022 AMA Summer Academic Conference American Marketing Association
2021/09/22 - 2021/09/24 14th Annual Conference of The Euromed Business Academy – 2021 EMAB Conferences
2018/11/15 - 2018/11/16 32nd IBIMA International Conference – 2018 IBIMA
Distinctions

Award

2022 Doctoral Scholarship
Fundação para a Ciência e a Tecnologia, Portugal