Cornell Report Details Comprehensive “Self-Healing” Service System

Aug 10, 2011

Contact:  Jane Henion, 607.255.9780, 
Cornell Report Details Comprehensive “Self-Healing” Service System

Ithaca, NY, August 10, 2011 – Despite the best of intentions, every service organization experiences service failures. But the best service systems create plans to identify, correct, and prevent repeated failure. In a new report from the Cornell Center for Hospitality Research (CHR), two service researchers have developed a comprehensive model for a “self-healing” service system. The report, “Designing a Self-Healing Service System: An Integrative Model,” by Robert Ford and Michael Sturman, is available at no charge from the CHR, at Ford is a professor in the College of Business at the University of Central Florida, and Sturman is The Kenneth and Marjorie Blanchard Professor of Human Resources at the Cornell University School of Hotel Administration.

“Recognizing that the best service operators seek continuous improvement, we wanted to present a systematic approach to assessing customer satisfaction in all phases of the service experience,” said Ford. “That includes before, during, and after the service. We wanted to help service operators have ways in place to heal any part of the service delivery system that is broken. That is the idea of a ‘self-healing system.’”

Sturman added: “Our report contains a comprehensive model that includes a wide variety of service research studies. The many ideas and examples will help managers set up systems that will allow both employees and managers to identify and fix problems.”

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 75 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: ASAE Foundation, Carlson Hotels, Hilton Worldwide, McDonald's USA, Philips Hospitality, SAS, STR, and Taj Hotels Resorts and Palaces

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., HVS, Hyatt, InterContinental Hotels Group, Jumeirah Group, LRP Publications, Maritz, Marriott International, Inc., Marsh's Hospitality Practice,, PricewaterhouseCoopers, Proskauer, Sabre Hospitality Solutions, Sathguru Management Consultants (P) Ltd., Schneider Electric, Thayer Lodging Group, Thompson Hotels, Travelport, and WATG

Center Friends: • Berkshire Healthcare • Center for Advanced Retail Technology • Cruise Industry News • DK Shifflet & Associates • • EyeforTravel • Gerencia de Hoteles & Restaurantes • Global Hospitality Resources • Hospitality Financial and Technology Professionals (HFTP) • • • Hospitality Technology Magazine • • International CHRIE • International Hotel Conference • International Society of Hospitality Consultants (ISHC) • iPerceptions • JDA Software Group, Inc. • J.D. Power and Associates • Lodging Hospitality • Lodging Magazine • LRA Worldwide, Inc. • Milestone Internet Marketing • MindFolio • Mindshare Technologies • PhoCusWright • PKF Hospitality Research • The Resort Trades • Resort and Recreation Magazine • • Shibata Publishing Co. • Synovate • The Lodging Conference • The Wall Street Journal • The TravelCom Network • Travel + Hospitality Group • UniFocus • USA Today • WageWatch, Inc. • WIWIH.COM • Wyndham Green