Christopher Anderson, professor
Christopher Anderson is a professor in the School of Hotel Administration.

Research Recap: Customer engagement is the key to long-term loyalty and impact
Professor Anderson’s series of studies examine the long-term impacts of guest engagement upon guest satisfaction, loyalty, and booking channel selection.

Building better customer satisfaction in a world of technology
Anderson and Martyn explore how customer contact employees can be trained in the “how” of service, especially when involved in service recovery.
Cornell study highlights the critical importance of brand consistency
Chris Anderson’s study found that consistency within a brand is increasingly important, as compared to location and reputation across a chain scale.
Online travel sites are still important for hotel operators
Anderson’s co-authored study underscores consumers’ reliance on hotel websites and non-direct channels when researching and booking rooms.
How hotels can benefit from bad reviews
Christopher Anderson discusses his recent study in which he found that simply encouraging customer reviews can boost a hotel’s ratings and revenue.