Now showing items 1-4 of 4

    • Customer Satisfaction through Service Excellence: The Importance of Focused Training 

      Martyn, Elizabeth; Anderson, Chris K. (2018-12-01)
      [Excerpt] Technology has shifted the dynamics of guest interactions in the hospitality industry. Two key elements of this shift are that service providers now have fewer opportunities for direct interaction with guests, ...
    • Indexing Hotel Brand Reputation 

      Anderson, Chris K.; Han, Saram (2018-08-01)
      Using monthly online reputation data from 2016 through to the first quarter of 2018, we index major hotel brands in the United States. This analysis of online reputation for branded properties yields three major conclusions: ...
    • Living without OTAs–A Summary of the Performance Impacts Resulting from the OTA Delisting of Columbus, Georgia 

      Anderson, Chris K.; Han, Saram (2018-02-01)
      A four-year period during which hotels in Columbus, Georgia, were delisted by online travel agencies—and subsequently relisted—created a natural experiment that allows comparison of hotel performance before, during, and ...
    • The Billboard Effect: Still Alive and Well 

      Anderson, Chris K.; Han, Saram (2017-04-06)
      Changes in the online travel market are causing hotels to rethink their relationships with online travel agencies (OTAs) and to take a closer look at the impact on bookings from listing their properties with OTAs. One ...