Anderson, ChristopherHan, Saram2021-02-012021-02-012021-02-01https://hdl.handle.net/1813/102804In today’s physically separated world of hospitality, engagement and interaction between hoteliers and guests are taking new forms but are still as critical as ever. In a series of studies using data from a well-known hotel chain and a customer feedback software company, we illustrate the long-term impacts of guest engagement. The results of these studies are the first to measure the impact of guest/hotel engagement upon guest satisfaction, loyalty and booking channel selection.enAttribution 4.0 Internationalengagementhotelsguest satisfactionloyaltyarticle