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Word-of-mouth should be top-of-mind for hotel operators
Hotel & Motel Management
Apr 2, 2007
Hotel Web sites scroll to the top in customer satisfaction
Hotel & Motel Management
Feb 19, 2007
Guests of higher-priced chains more loyal, booking online
Hotel & Motel Management
Dec 12, 2006
Bridge generation gap by knowing guests' wants, needs
Hotel & Motel Management
Dec 11, 2006
Gen Y travelers: more emotional, less loyal
Hotel & Motel Management
Hotel seasonality impacts guest experience
Hotel & Motel Management
Nov 6, 2006
Low-tech services and products help drive guest loyalty
Hotel & Motel Management
Oct 2, 2006
Guests of higher-priced chains more loyal, booking online
Hotel & Motel Management
Sep 18, 2006
Companies update loyalty programs, increase effectiveness
Hotel & Motel Management
June 19, 2006
Top hotel restaurants, room service and lounges
Hotel & Motel Management
February 8, 2006
Survey finds
guest satisfaction higher at overseas hotels
Hotel & Motel Management
December 12, 2005
Problems
with hotel staff lead to reduced loyalty of guests
Hotel & Motel Management
July 18, 2005
Variety
of strategies help improve hotel employee satisfaction
Hotel & Motel Management
December 13, 2004
Employee
satisfaction tied to emotions, company beliefs
Hotel & Motel Management
November 15, 2004
Customer Satisfaction: Applying concepts
to industry wide measures. (pdf)
Cornell University
October-December 2003
Regional
factors have an affect on hotel guest satisfaction
Hotel & Motel Management
October 6, 2003
Casinos
lead hotels in loyalty-program strength.
Hotel & Motel Management.
February 17, 2003
One-half of US hotel revenue comes from one-fourth
of guests.
Hotel & Motel Management.
December 9, 2002
Secure
setting gives most guests' peace of mind
Hotel & Motel Management
September 15, 2002
Guest
satisfaction, loyalty decline during first quarter of 2002
Hotel & Motel Management
June 3, 2002
What
does comfortable mean to your guest?
Hotel & Motel Management
April 15, 2002
Comfort,
security give midscale hotels loyal guests
Hotel & Motel Management
February 18, 2002
Evoking
Emotions: Affective Keys to Hotel Loyalty
Cornell Hotel and Restaurant Administration Quarterly. p 39-46,
Volume 43, Number 1
February 2002
Hotels
with higher emotion scores can obtain higher rates
Hotel & Motel Management
November 19, 2001
Guests'
emotions can create opportunities to increase revenue
Hotel & Motel Management
August 1, 2001
One
can't base management decisions on comment cards
Hotel & Motel Management
July 2, 2001
Finding
the Profit in Customer Satisfaction: Translating Best Practices
into Bottom Line Results
By Dr. Jonathan Barsky
NTC/Contemporary Books, 1999
Foreword by George M. C. Fisher, Chairman and CEO, Eastman Kodak
Company
World
Class Customer Satisfaction
By Dr. Jonathan Barsky Irwin Professional Publishing, 1994
Foreword by Horst S. Shulze, President and COO, The Ritz-Carlton
Hotel Company
(Numerous foreign language versions available)
MARKET METRIX ANNOUNCES YEAR END 2006
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES THIRD QUARTER 2006
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES SECOND QUARTER 2006
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES FIRST QUARTER 2006
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES FOURTH QUARTER 2005
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES THIRD QUARTER 2005
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES SECOND QUARTER 2005
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES FIRST QUARTER 2005
HOSPITALITY INDEX RESULTS
MARKET METRIX ANNOUNCES FOURTH QUARTER 2004
HOSPITALITY INDEX RESULTS
MARKET METRIX FOUNDERS RECEIVE "BEST PAPER
AWARD" FOR CUSTOMER SATISFACTION PUBLICATION IN CORNELL QUARTERLY
MARKET METRIX LAUNCHES HOSPITALITY'S MOST
COMPREHENSIVE AND INNOVATIVE INDEX OF CUSTOMER SATISFACTION
MARKET METRIX LAUNCHES FIRST-EVER MEASURE
OF GUEST EMOTIONS RELATED TO HOTEL STAY
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