chekitan s. dev
What Do Hotel Guests Really Want? Anticipated Versus Actual Use of Amenities
Chekitan S. Dev | September 25, 2018
by Chekitan S. Dev, Rebecca W. Hamilton, Roland T. Rust, and Matthew V. Valenti Abstract: Hotels provide a lengthy menu of amenities based on the (largely accurate) perception that guests want those amenities and claim they will use them. While many guests do exactly that, a substantial percentage will "overpredict" which amenities they will use. This study of fifty hotel-wide and in-room amenities details both the overpredictions and, in some cases, underpredictions of amenity use by 724 guests in thirty-three hotels operated by six hotel brands—one upscale, two upper upscale, and three luxury—belonging to one hotel company...
Cornell Research on Hotel Brand Standards: How to Pick the Right Amenities for Your Property
the Center for Hospitality Research | February 14, 2017
Ithaca, NY, February 14, 2017 - Hotel owners and operators have long offered complimentary amenities to enhance their guests' stays and differentiate themselves from competitors. The decision of which amenities to offer is typically based on customer surveys, competitive position, and marketing and financial goals. While brand managers are eager to enhance their brands with all the latest and greatest amenities, owners are reluctant to pay for amenities that don't pay off. Debates often arise between owners who pay for amenities and brand managers who mandate these amenities as brand standards. A new report from Cornell University's Cen...
Radio Interview with Cornell’s Professor Chekitan S. Dev on Hilton’s New Tru Brand Targeting Millennials
Chekitan Dev | January 27, 2016
Click to hear Professor Chekitan S. Dev's interview with KCBS Radio San Francisco, a CBS affiliate, on the new Hilton brand Tru targeting Millennials. ...
