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Building Better Customer Satisfaction in a World of Technology

Chris K. Anderson | February 28, 2019

by Elizabeth Martyn and Christopher Anderson As the hospitality and service industry makes greater use of computer applications and virtual technology, personal contact with employees becomes increasingly important for customer satisfaction. In a recent report from the Cornell Center for Hospitality Research (CHR), we explore how those customer contact employees can be trained in the "how" of service, especially when employees are involved in service recovery. We are specifically looking at training in the key skills of employee engagement, communication, and attitude, because they have a strong effect on customers' evaluation of servic...

Cornell CHR Report Asks: “Do Property Characteristics or Cash Flow Drive Hotel Real Estate Value? The Answer Is Yes”

the Center for Hospitality Research | March 21, 2017

Ithaca, NY, March 21, 2017 - In determining accurate values for hotel properties, analysts typically use either of two methods, one based on comparable sales that includes hotel characteristics and another that relies on projected income estimates using capital market variables. A new study from the Cornell Center for Hospitality Research (CHR) concludes that neither model is superior to the other, and further that combining the two models does not result in more precise hotel valuations. The CHR report, titled "Do Property Characteristics or Cash Flow Drive Hotel Real Estate Value? The Answer Is Yes," was written by Crocker H. Liu, the...

What to Expect in 2017: A View from the CHR Advisory Board

Kelly McGuire | January 25, 2017

CHR Insights features industry analysis and commentary from Kelly A. McGuire, MMH '01, PhD '07, who is a CHR fellow and vice president, advanced analytics, for Wyndham Destination Network. Previously the leader of the SAS Hospitality and Travel Global Practice, and a member of the CHR Advisory Board, she has long been active in advanced analytics and big data. Her blog posts feature industry research and guest interviews to address current industry issues. The CHR Advisory Board is made up of 30 industry leaders from across the hospitality and travel industries. These leaders help to guide the research activities of the Cornell CHR, and...

Cornell Study Examines Emerging Trends in Hotel Revenue Management

the Center for Hospitality Research | January 19, 2017

Ithaca, NY, January 19, 2017 - Revenue management professionals suggest that total hotel RM is the wave of the future and that, going forward, technology and data analytics will help enhance RM decisions in the hospitality industry. These are among the findings in a new study from the Cornell Center for Hospitality Research (CHR) based on surveys designed to determine how hotel RM practices have evolved over the past six years and where they are headed. Survey participants noted that the application of hotel RM has become more strategic, and more centralized, but that change in these areas has been slower than expected. Likewise, the us...

Cornell Study Highlights Diversification Benefits of REIT Stock Investments

the Center for Hospitality Research | January 11, 2017

Ithaca, NY, January 11, 2017 - Financial planning typically involves deciding how much savings to place in stocks, bonds and other assets while weighing the risks associated with each element of a diversified investment portfolio. A new study from Cornell University examines risk-return profiles and finds that investors see different purposes for real estate investment trust (REIT) common stock and preferred stock depending on their tolerance for risk. Using a value-based approach and imposing practical constraints on the investor's portfolio, this research shows that risk tolerant investors find REIT common stock beneficial, while risk...

Cornell Study Examines How Bias Affects Hiring Practices

the Center for Hospitality Research | December 7, 2016

Ithaca, NY, December 7, 2016 - Removing bias from the hiring process presents challenges for the hospitality industry and other service industries that want a qualified, diverse workforce. New research from Cornell University shows that HR managers' awareness of competence among job applicants and managers' attitudes toward affirmative action programs help reduce prejudice in recruitment. The study, "Do you look like me? How bias affects affirmative action in hiring," is available from the Cornell Center for Hospitality Research. It was written by Alex M. Susskind, an associate professor at Cornell's School of Hotel Administration; Ozia...

Cornell Tool Allows Restaurants to Evaluate Early Bird & Night Owl Menu Specials Effectiveness

the Center for Hospitality Research | September 9, 2016

Ithaca, NY, September 9, 2016 - A new tool published by the Cornell Center for Hospitality Research (CHR) helps restaurant operators calculate the likely monetary outcomes of offering off-peak specials. The tool and its accompanying explanation, "Instructions for the Early Bird & Night Owl Evaluation Tool (EBNOET) v2015," were developed by Gary M. Thompson, a professor at the School of Hotel Administration. Both documents are available at no charge from the CHR. "I wanted to provide restaurant owners with a better estimate of the revenue effects of early bird and night owl specials," said Thompson. "The typical back-of-envelope calc...

Cornell Study Puts Retaliation Claims in a Class by Themselves

the Cornell Institute for Hospitality Labor and Employment Relations | September 7, 2016

Ithaca, NY, September 7, 2016 - While it is unlawful for race, color, national origin, sex, or religion ever to motivate an employer's personnel decisions, age, disability, and retaliation must at the moment be "but for" causes to be actionable. A proposed federal bill would make motivation the standard across the board. A new analysis from the Cornell Institute for Hospitality Labor and Employment Relations (CIHLER) argues that retaliation is in a class by itself and should not have the same status as other discrimination causes. The report, "Experimental Evidence that Retaliation Claims Are Unlike Other Employment Discrimination Claim...


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