GUESTCONNECTION

enjoys the insights of customer service gurus at a Cornell roundtable; http://www.hotelschool.cornell.edu/research/chr/pubs/roundtableproceedings/roundtable-17003.html?utm_source=WhatCounts+Publicaster+Edition&utm_medium=email&utm_campaign=Cornell+Center+for+Hospitality+Research+News&utm_content=http%3a%2f%2fwww.hotelschool.cornell.edu%2fresearch%2fchr%2fpubs%2froundtableproceedings%2froundtable-17003.html

Cornell Hospitality Research Summit 2012: Building Service Excellence for Customer Satisfaction - The 2012 CHRS customer satisfaction and service excellence presentations rested on the goal of improving revenues by ensuring satisfied guests. Although hoteliers inherently understand the connection, a study by PKF Hospitality Research shows how tightly the two are related. Another important source...

recommends this Cornell study about the needs of online-review writers: service & value; http://www.hotelschool.cornell.edu/research/chr/pubs/reports/abstract-15759.html

Unscrambling the Puzzling Matter of Online Consumer Ratings: An Exploratory Analysis