cornell center for hospitality research
Building Better Customer Satisfaction in a World of Technology
Chris K. Anderson | February 28, 2019
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 Hospitality Research (CHR), we explore how those customer contact employees can be trained in the "how" of service, especially when employees are involved in service recovery. We are specifically looking at training in the key skills of employee engagement, communication, and attitude, because they have a strong effect on customers' evaluation of servic...
Cornell Hospitality Research Shares Index and Analysis on Hotel Brand Reputation in U.S. and Canada
Chris K. Anderson, Ph.D. | September 26, 2018
Chris K. Anderson, Cornell University School of Hotel Administration Saram Han, Cornell University School of Hotel Administration Abstract Using monthly online reputation data from 2016 through to the first quarter of 2018, we index major hotel brands in the United States. This analysis of online reputation for branded properties yields three major conclusions: (1) the variation in reputation across brands is four times larger than the variation across chain scales; (2) online reputation is mainly a function of brand and sub brand rather than segment or hotel location; and (3) variability in reputation across hotels within a brand is gr...
Cornell Presents the 2017 Center for Hospitality Research Sustainability Roundtable Summary
the Center for Hospitality Research | December 4, 2017
2017 CHR Sustainability Roundtable Summary Sustainability remains top of mind for many global hospitality industry corporations. This was evidenced by the robust engagements of participants that attended the 2017 Cornell Sustainability Roundtable recently hosted by The Center for Hospitality Research at The School of Hotel Administration in the SC Johnson College of Business at Cornell University. Participants gathered to from around the world to discuss a wide range of emerging topics including actionable strategies for the industry to meet prioritized United Nations Sustainable Development Goals (UNSDGs), sustainable tourism "asset ma...
Cornell CHR Report Asks: “Do Property Characteristics or Cash Flow Drive Hotel Real Estate Value? The Answer Is Yes”
the Center for Hospitality Research | March 21, 2017
Ithaca, NY, March 21, 2017 - In determining accurate values for hotel properties, analysts typically use either of two methods, one based on comparable sales that includes hotel characteristics and another that relies on projected income estimates using capital market variables. A new study from the Cornell Center for Hospitality Research (CHR) concludes that neither model is superior to the other, and further that combining the two models does not result in more precise hotel valuations. The CHR report, titled "Do Property Characteristics or Cash Flow Drive Hotel Real Estate Value? The Answer Is Yes," was written by Crocker H. Liu, the...
Cornell Study Examines Emerging Trends in Hotel Revenue Management
the Center for Hospitality Research | January 19, 2017
Ithaca, NY, January 19, 2017 - Revenue management professionals suggest that total hotel RM is the wave of the future and that, going forward, technology and data analytics will help enhance RM decisions in the hospitality industry. These are among the findings in a new study from the Cornell Center for Hospitality Research (CHR) based on surveys designed to determine how hotel RM practices have evolved over the past six years and where they are headed. Survey participants noted that the application of hotel RM has become more strategic, and more centralized, but that change in these areas has been slower than expected. Likewise, the us...
Cornell Study Highlights Diversification Benefits of REIT Stock Investments
the Center for Hospitality Research | January 11, 2017
Ithaca, NY, January 11, 2017 - Financial planning typically involves deciding how much savings to place in stocks, bonds and other assets while weighing the risks associated with each element of a diversified investment portfolio. A new study from Cornell University examines risk-return profiles and finds that investors see different purposes for real estate investment trust (REIT) common stock and preferred stock depending on their tolerance for risk. Using a value-based approach and imposing practical constraints on the investor's portfolio, this research shows that risk tolerant investors find REIT common stock beneficial, while risk...
Roundtable Focuses on High-Tech Adoption in Hospitality Industry
the Center for Hospitality Research | November 30, 2016
Ithaca, NY, November 30, 2016 - A wide-ranging discussion at Cornell University on the impact of technology in the hospitality realm, involving two-dozen industry leaders, touched on such topics as the adoption of cloud computing, best practices for rolling out new technologies, and online marketing strategies. A full report on the event, "High-Tech, High-Touch: Highlights from the 2016 Entrepreneurship Roundtable," by Mona Anita K. Olsen and Jennifer Blumenfeld, is available from the Cornell Center for Hospitality Research. Olsen is an assistant professor and academic director of the Leland C. and Mary M. Pillsbury Institute for Hospit...
Hospitality Money Managers Should Avoid Short-term Trading According to New Cornell Study
the Center for Hospitality Research | October 26, 2016
A new study from Cornell University suggests that professional investment managers often engage in short-term stock trading with poor results, which could have serious implications for hospitality firms with billions of dollars in pension funds. The research shows that portfolio managers' trades that are held for less than a year lose money on average, with the shortest-term trades generally losing the most. A full description of the study, "Short-term Trading in Long-term Funds: Implications for Hospitality Financial Managers," by Pamela C. Moulton, is available at no charge from the Cornell Center for Hospitality Research. Moulton is ...
