Center for Hospitality Research
News, updates, and expert insights from a premier center for hospitality inquiry and innovation.
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.
Hospitality panel discusses sexual harassment, brand evolution
The School of Hotel Administration presented its first Cornell Hospitality Thought Leadership Event focused on sexual harassment and brand evolution.
Cornell Hospitality Summit series: Hospitality technology disruption
At the Cornell Hospitality Research Summit, a panel of industry experts discussed what hoteliers can expect in the future.
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.
Hotels move ahead on sustainability
Eric Ricaurte ’01 discusses an international effort to collect sustainability data from hotels around the globe and delivers a progress report.
Hospitality in the age of disruption
The age of disruption is here and is only going to grow from here on out. Key insights from the Cornell Hospitality Research Summit in Hospitality Net.
Cornell Chronicle: Hotels thrive even in the age of Airbnb
Innovation, shifting demographics, and globalization will spur a “golden age” of travel, according to Arthur Adler ’78, keynote speaker at the Cornell Hospitality Research Summit.