research
Research Recap: Study predicts restaurant sales based on customers’ return intentions
Alex Susskind and collaborators look at the impact on restaurant sales of customers’ interest in returning versus customer satisfaction.
Is bad news fake news?
Cornell Real Estate Market Indices: Crocker Liu and co-authors highlight hotel performance and positive/negative momentum during Q3 2019.
Report: Leveraging bike-share systems to improve guest experiences and attract tourists
Elena Belavina and Ashish Kabra offer guidance to hotels on choosing a bike-share for guests and how cities can best design and run tourist-friendly systems.
Gradual hotel slowdown: Has the party ended?
Cornell Real Estate Market Indices: Crocker Liu and co-authors report on hotels’ regional, price, and financial performance in Q2 2019.
In entertainment and business, it’s a race to the top. But what happens once you get there?
What “Oscar Curse?” Heeyon Kim’s research focuses on the effects of positive social status shifts and proximity to high-status brands.
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.
Research Recap: Legal analysis proposes new standards in the age of “Me Too”
David Sherwyn and Paul Wagner discuss what constitutes sexual harassment, identify the problems, and propose a solution that could eradicate, or at least mitigate, the reason for the Me Too movement.
Robots: Hotel customers like them (mostly)!
Rohit Verma’s co-authored exploratory study of robot use among hotels in China found that hotel guests surveyed were satisfied with the robots’ service.