February 5, 2019

Building Better Customer Satisfaction in a World of Technology

by Elizabeth Martyn and Christopher Anderson

As the hospitality and service industry makes greater use of computer applications and virtual technology, personal contact with employees becomes increasingly important for customer satisfaction. In a recent report from the Cornell Center for

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October 12, 2018

Cornell Study Highlights the Critical Importance of Brand Consistency

By Chris Anderson

When travelers are searching for a hotel in a particular destination, their internet search gives them a page of hotel listings—and they’ll probably choose to book one of the hotels that appear on that

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January 17, 2017

What to expect in 2017: A view from the CHR Advisory Board

By Kelly McGuire, MMH ’01, PhD ’07

CHR Insights features industry analysis and commentary from Kelly A. McGuire, MMH ’01, PhD ’07, who is a CHR fellow and vice president, advanced analytics, for Wyndham Destination Network. Previously the leader of the SAS Hospitality and Travel Global

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