CU Innovation Study Finds Diverse Approaches to Improving Hospitality Operations & Serving Customers

Aug 18, 2010

Contact:  Glenn Withiam, 607.255.3025,

Cornell Innovation Study Finds Diverse Approaches to Improving Hospitality Operations and Serving Customers
Ithaca, NY, August 17, 2010 – Using twenty-five vignettes, a Cornell study of hospitality innovators finds that both new and established hospitality companies are applying novel approaches and unconventional thinking to serve the ever changing needs of hospitality guests. The study, "Cases in Innovative Practices in Hospitality and Related Services, Set 4," which provides brief, focused descriptions of each innovation, is available at no charge from the Cornell Center for Hospitality Research at

Authors Cathy Enz, Kate Walsh, Rohit Verma, Sheryl Kimes, and Judy Siguaw have identified key aspects of the hospitality innovations. Many are based on new technology, but others are simply a new way of addressing the industry's age-old challenges, including how to attract and retain employees, how to meet customers' needs, and how to stand out in a crowded field. Enz, Verma, Walsh, and Kimes are on the faculty of the Cornell School of Hotel Administration, and Siguaw is dean of the College of Human Ecology at East Carolina University.

The authors write: "Our overall project goal was to identify individual managers or organizations that have developed highly effective and profitable products, processes, services, ideas, business models, or practices that represent innovations to the industry."

This set includes descriptions of the following innovators: Abrona, Chick-fil-A, CitizenM, Cheesecake Factory, Dans Le Noir?, Founding Fathers, Harrah's, Heart Attack Grill, Hilton Garden, Hilton International, InterContinental, L'Ouest Express, Marriott International, MiWorld, Pixel Hotel, POSH, Praq, Qbic, Restaurant Freud, re:vive, Shangri-La, Southwest Airlines, Ubuntu, W Hotels, Wendy's International, and Wyndham Hotels.

Meet and interact with Cathy Enz and Sheryl Kimes when they present sessions during the Cornell Hospitality Research Summit (CHRS):
Thanks to the support of the CHR partners listed below, all publications posted on the center's website are available free of charge, at

About The Center for Hospitality Research
A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (CHR) sponsors research designed to improve practices in the hospitality industry. Under the lead of the center's 81 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The center also publishes the award-winning hospitality journal, the Cornell Hospitality Quarterly. To learn more about the center and its projects, visit

Center Senior Partners: Hilton Worldwide, McDonald's USA, Philips Hospitality, STR, Taj Hotels Resorts and Palaces, and TIG Global

Center Partners: Davis & Gilbert LLP, Deloitte & Touche USA LLP, Denihan Hospitality Group, eCornell & Executive Education, Expedia, Inc., Forbes Travel Guide, Four Seasons Hotels and Resorts, Fox Rothschild LLP, French Quarter Holdings, Inc., FX Real Estate and Entertainment, Inc., HVS, Hyatt, InterContinental Hotels Group, Jumeirah Group, LRP Publications, Maritz, Marriott International, Inc., Marsh's Hospitality Practice, PricewaterhouseCoopers, Proskauer, Sabre Hospitality Solutions, SAS, Schneider Electric, Southern Wine and Spirits of America, Inc., Thayer Lodging Group, Thompson Hotels, Travelport, and WATG

Center Friends: • American Tescor, LLC • Argyle Executive Forum • Berkshire Healthcare • Center for Advanced Retail Technology • Cody Kramer Imports • Cruise Industry News • DK Shifflet & Associates • • EyeforTravel • Gerencia de Hoteles & Restaurantes • Global Hospitality Resources • Hospitality Financial and Technology Professionals (HFTP) • • • Hospitality Technology Magazine • Hotel Asia Pacific • Hotel China • • Hotel Interactive • Hotel Resource • HotelWorld Network • International CHRIE • International Hotel Conference • International Society of Hospitality Consultants (ISHC) • iPerceptions • JDA Software Group, Inc. • Lodging Hospitality • Lodging Magazine • LRA Worldwide, Inc. • Milestone Internet Marketing • MindFolio • Mindshare Technologies • PhoCusWright • PKF Hospitality Research • The Resort Trades • RealShare Hotel Investment & Finance Summit • Resort and Recreation Magazine • • Shibata Publishing Co. • Synovate • The Lodging Conference • The Wall Street Journal • TravelCLICK • UniFocus • USA Today • WageWatch, Inc. • WIWIH.COM