All Research Articles

August 20, 2009
Handling Online Reviews–Best Practices
August 06, 2009
Hotels acknowledge growing impact of user reviews, but unsure how to respond
June 01, 2009
The number of guests who write online reviews about their hotel stay is rising
April 23, 2009
Luxury Hotels – A view from around the world
February 18, 2009
Practical is the New Luxury
January 09, 2009
An unhappy customer used to tell 3 others about their poor experience; now they tell 3 million
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December 08, 2008
Can a loyalty program reduce the impact of the economic downturn?
November 03, 2008
Elite Loyalty Programs:  How do they rank with hotel guests?
September 15, 2008
Learn how hotel companies can emerge stronger from a recession
September 03, 2008
Do green programs really affect hotel selection or price sensitivity?
July 29, 2008
How timeshares are outperforming the industry and which brands are leading the charge.
July 07, 2008
As room supply swells, hotels in the Middle East must work harder to provide value
April 23, 2008
Despite the recession, some guests are less price sensitive
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April 07, 2008
Atlantic City trumps Las Vegas for customer satisfaction and value
April 01, 2008
Will Casino operators have to make changes in order to hold on to their best employees?
January 01, 2008
Most hotels and conference centers have limited feedback from event organizers
December 10, 2007
Staff problems can ruin guest loyalty
October 17, 2007
Casino loyalty programs create raving fans and strong customer loyalty.
September 25, 2007
The Best Employees Feel Proud and Excited About the Future
September 18, 2007
Road warriors want to be inspired
July 16, 2007
Market globalization of hotels is occurring at a rapid pace. But will the growth in room supply be supported by adequate facilities, staffing and services?
May 15, 2007
Using the Apostle Model, brands are ranked by Loyalty and Satisfaction.
April 02, 2007
Word-of-mouth should be top-of-mind for hotel operators
March 06, 2007
Bridge generation gap by knowing guests' wants, needs
February 19, 2007
Hotel web sites scroll to the top in customer satisfaction
February 08, 2007
Hotel web sites now score higher in satisfaction than popular travel sites
November 06, 2006
Hotel seasonality impacts guest experience
October 02, 2006
Low-tech services and products help drive guest loyalty
September 18, 2006
Guests of higher-priced chains more loyal, booking online
September 17, 2006
Generation Y: More emotional, less loyal
June 19, 2006
Satisfaction Trends: Companies update loyalty programs, increase effectiveness
February 08, 2006
Top hotel restaurants, room service and lounges
December 12, 2005
Survey finds guest satisfaction higher at overseas hotels
July 18, 2005
Problems with hotel staff lead to reduced loyalty of guests
December 13, 2004
Variety of strategies help improve hotel employee satisfaction
November 15, 2004
Employee satisfaction tied to emotions, company beliefs
September 06, 2004
Hotel-revenue growth is strongly tied to an ever-expanding pool of new purchases driven by customer referrals.
July 04, 2004
Employee's sense of stature strong driver of retention, loyalty
April 05, 2004
Men, women expect different emotions during hotel stays
February 16, 2004
Loyalty-club members' habits good for hotel performance
December 09, 2003
One-half of US hotel revenue comes from one-fourth of guests
October 06, 2003
Regional factors have an affect on hotel guest satisfaction
October 01, 2003
Customer Satisfaction: Applying concepts to industry-wide measures
July 07, 2003
Improved loyalty programs target dwindling number of travelers
May 01, 2003
Guests will pay more for comforting experiences
February 17, 2003
Casinos lead hotels in loyalty-program strength
September 16, 2002
Secure setting gives most guests peace of mind
June 03, 2002
Guest satisfaction, loyalty decline during first quarter of 2002
April 15, 2002
What does comfortable mean to your guest?
April 01, 2002
Evoking Emotions: Affective keys to hotel loyalty
February 18, 2002
Comfort, security give midscale hotels loyal guests
November 19, 2001
Hotels with higher emotion scores can obtain higher rates
July 02, 2001
One can't base management decisions on comment cards
April 01, 2001
Guests' emotions can create opportunities to increase revenue
October 01, 1998
Finding the Profit in Customer Satisfaction: Translating Best Practices into Bottom-Line Results
September 01, 1996
World Class Customer Satisfaction