Satisfaction Solutions for the Global Hospitality Industry 
  Home  |   Research  |  About Us  |  Contact Us   Client Login    

  Research / News  
 
 

Research Articles:

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

Leakage concept traces customers' tracks to other hotels
Hotel & Motel Management
October 4, 2004

Employee's sense of stature strong driver of retention, loyalty
Hotel & Motel Management
July 5, 2004

Guests will pay more for comforting experiences
Hotel & Motel Management.
May 19, 2004

Loyalty-club members' habits good for hotel performance
Hotel & Motel Management
May 4, 2004

Men, women expect different emotions during hotel stays
Hotel & Motel Management
May 4, 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

Improved loyalty programs target dwindling number of travelers
Hotel & Motel Management
July 7, 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


Books:

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)


Press Releases:

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

 

  Latest News  
Airline service evolves into do-it-yourself
USA TODAY
February 19, 2006
 
First-ever measure of satisfaction with vacation clubs
Market Metrix Press Release
May 10, 2005
 
   
  Hospitality Newsletter  
Sign up to be alerted when new research is posted.  
     
 
Home  |   Research  |  About Us  |  Contact Us   |  Privacy