Christopher Anderson, professor

Professor Anderson’s series of studies examine the long-term impacts of guest engagement upon guest satisfaction, loyalty, and booking channel selection.

Anderson and Martyn explore how customer contact employees can be trained in the “how” of service, especially when involved in service recovery.

Chris Anderson’s study found that consistency within a brand is increasingly important, as compared to location and reputation across a chain scale.

Anderson’s co-authored study underscores consumers’ reliance on hotel websites and non-direct channels when researching and booking rooms.

Christopher Anderson discusses his recent study in which he found that simply encouraging customer reviews can boost a hotel’s ratings and revenue.