The Center for Hospitality Research (CHR) is the leading source for quality research on and for the hospitality industry. It creates new knowledge—and shares that knowledge to power hospitality forward. The CHR works with business leaders to develop new ideas, theories, and models that improve strategic, managerial, and operating practices. These insights are captured in research reports and industry tools that are available online at no cost. Thousands of academic and business leaders worldwide tap into this research stream. An active knowledge-sharing program further distributes the center’s work around the globe.

This collection includes all publications from the Center for Hospitality Research.

To see just Center for Hospitality Research Reports, click here.

To see just Center for Hospitality Research Tools, click here.

To see just Center for Hospitality Research Roundtable Highlights, click here.

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2013 Publications

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Lost in Translation: Cross-Country Differences in Hotel Guest Satisfaction, Gina Pingitore, Weihua Huang, and Stuart Greif

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Does Your Website Meet Potential Customers’ Needs? How to Conduct Usability Tests to Discover the Answer, Daphne Jameson Ph.D.

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Tips Predict Restaurant Sales, Michael Lynn Ph.D. and Andrey D. Ukhov

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Challenges in Contemporary Hospitality Branding, Chekitan S. Dev Ph.D.

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Emerging Trends in Restaurant Ownership and Management, Benjamin Lawrence Ph.D.

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The Options Matrix Tool (OMT): A Strategic Decision-making Tool to Evaluate Decision Alternatives, Cathy A. Enz and Gary Thompson

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Toward Sustainable Hotel and Restaurant Operations, Glenn Withiam

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Social Media Use in the Restaurant Industry: A Work in Progress, Abigail Needles and Gary M. Thompson Ph.D.

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Common Global and Local Drivers of RevPAR in Asian Cities, Crocker Liu Ph.D., Pamela Moulton Ph.D., and Daniel C. Quan Ph.D.

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Hotel and Restaurant Strategy: Key Elements for Success, Glenn Withiam

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Network Exploitation Capability: Model Validation, Gabriele Piccoli Ph.D., Bill Carroll Ph.D., and Paolo Torchio

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Using Research to Determine the ROI of Product Enhancements: A Best Western Case Study, Rick Garlick and Joyce Schlentner

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Building Service Excellence for Customer Satisfaction, Glenn Withiam

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Preferences and Attitudes of Chinese Outbound Travelers: The Hotel Industry Welcomes a Growing Market Segment, Peng Liu Ph.D., Lingqiang Zhou Ph.D., and Raj Chandnani

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The Target Market Misapprehension: Lessons from Restaurant Duplication of Purchase Data, Michael Lynn Ph.D.

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2013 Compendium, Center for Hospitality Research

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Critical Issues for Industry and Educators, Glenn Withiam

2012 Publications

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Hospitality Sustainability Reporting: Slow, Steady Progress, Eric Ricaurte, Rohit Verma Ph.D, and Glenn Withiam

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Restaurant Daily Deals: The Operator Experience, Joyce Wu, Sheryl E. Kimes Ph.D., and Utpal Dholakia Ph.D.

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Moving the Hospitality Industry Forward with Social Media and Technology, Glenn Withiam

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The Impact of Social Media on Lodging Performance, Chris Anderson Ph.D.

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HR Branding: How Human Resources Can Learn from Product and Service Branding to Improve Attraction, Selection, and Retention, Derrick Kim and Michael C. Sturman

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Service Scripting and Authenticity: Insights for the Hospitality Industry, Liana Victorino Ph.D., Alexander Bolinger Ph.D., and Rohit Verma Ph.D.

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Determining Materiality in Hotel Carbon Footprinting: What Counts and What Does Not, Eric Ricaurte

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Earnings Announcements in the Hospitality Industry: Do You Hear What I Say?, Pamela Moulton and Di Wu

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Optimizing Hotel Pricing: A New Approach to Hotel Reservations, Peng Liu Ph.D.

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The Contagion Effect: Understanding the Impact of Changes in Individual and Work-unit Satisfaction on Hospitality Industry Turnover, Timothy R. Hinkin Ph.D., Brooks Holtom Ph.D., and Dong Liu Ph.D.

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Saving the Bed from the Fed, Levon Goukasian Ph.D. and Qingzhong Ma Ph.D.

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Branding Hospitality: Challenges, Opportunities and Best Practices, Chekitan S. Dev Ph.D. and Glenn Withiam

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Connecting Customer Value to Social Media Strategies: Focus on India, Rohit Verma Ph.D., Ramit Gupta, and Jon Denison

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Fostering Ethical Leadership: A Shared Responsibility, Judi Brownell Ph.D.

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Energy University: An Innovative Private-Sector Solution to Energy Education, R. Sean O'Kane and Susan Hartman

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The International Hospitality Industry: Overcoming the Barriers to Growth, Jan H. Katz Ph.D. and Glenn Withiam

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Engaging Consumers: Building the LEGO Brand and Culture One Brick at a Time, Conny Kalcher

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Restaurant Table Simulator, version 2012, Gary Thompson

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Telling Your Hotel’s “Green” Story: Developing an Effective Communication Strategy to Convey Environmental Values, Daphne Jameson Ph.D. and Judi Brownell Ph.D.

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The Ithaca Beer Company: A Case Study of the Application of the McKinsey 7-S Framework, J. B. Tracey Ph.D. and Brendan Blood

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Strategic Revenue Management and the Role of Competitive Price Shifting, Cathy A. Enz Ph.D., Linda Canina Ph.D., and Breffni Noone Ph.D

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Emerging Marketing Channels in Hospitality: A Global Study of Internet-Enabled Flash Sales and Private Sales, Gabriele Piccoli Ph.D. and Chekitan S. Dev Ph.D.

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The Integrity Dividend: How Excellent Hospitality Leadership Drives Bottom-Line Results, Tony Simons Ph.D.

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The Effect of Corporate Culture and Strategic Orientation on Financial Performance: An Analysis of South Korean Upscale and Luxury Hotels, HyunJeong S. Han Ph.D. and Rohit Verma Ph.D.

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CHR Reports Compendium 2012, Center for Hospitality Research

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The Hospitality Industry Confronts the Global Challenge of Sustainability, Eric Ricaurte

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The Role of Multi-Restaurant Reservation Sites in Restaurant Distribution Management, Sheryl E. Kimes Ph.D. and Katherine Kies

2011 Publications

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Environmental Management Certification and Performance in the Hospitality Industry: A Comparative Analysis of ISO14001 Hotels in Spain, María-del-Val Segarra-Oña Ph.D., Angel Peiro-Signes Ph.D., and Rohit Verma Ph.D

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A Comparison of the Performance of Independent and Franchise Hotels: The First Two Years of Operation, Cathy A. Enz Ph.D. and Linda Canina Ph.D.

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Restaurant Daily Deals: Customers’ Responses to Social Couponing, Sheryl E. Kimes Ph.D. and Utpal Dholakia Ph.D.

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To Groupon or Not To Groupon: A Tour Operator’s Dilemma, Chekitan S. Dev Ph.D.; Laura W. Falk Ph.D., R.D.; and Laure M. Stroock

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Network Exploitation Capability: Mapping the Electronic Maturity of Hospitality Enterprises, Gabriele Piccoli Ph.D., Bill Carroll Ph.D., and Larry Hall

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ServiceSimulator v1.19, Gary Thompson

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The Current State of Online Food Ordering in the U.S. Restaurant Industry, Sheryl E. Kimes Ph.D.

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The Hotel Competitor Analysis Tool (H-CAT): A Strategic Positioning Tool for Managers, Cathy A. Enz and Gary Thompson

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Unscrambling the Puzzling Matter of Online Consumer Ratings: An Exploratory Analysis, Pradeep Racherla Ph.D., Daniel Connolly Ph.D., and Natasa Christodoulidou

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Designing a Self-Healing Service System: An Integrative Model, Robert C. Ford and Michael C. Sturman Ph.D.

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Reversing the Green Backlash: Why Large Hospitality Companies Should Welcome Credibly Green Competitors, Michael Giebelhausen Ph.D. and HaeEun H. Chun Ph.D.

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Developing a Sustainability Measurement Framework for Hotels: Toward an Industry-wide Reporting Structure, Eric Ricaurte

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Creating Value for Women Business Travelers: Focusing on Emotional Outcomes , Judi Brownell Ph.D.

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Fresh Thinking about the Box, Chekitan S. Dev Ph.D. and Glenn Withiam

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Improving the Guest Experience through Service Innovation: Ideas and Principles for the Hospitality Industry, Cathy A. Enz Ph.D.

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Customer Loyalty: A New Look at the Benefits of Improving Segmentation Efforts with Rewards Programs, Clay Voorhees Ph.D., Michael McCall Ph.D., and Roger Calantone Ph.D.

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Building Brands in the Internet Age: Analytics, Loyalty, and Communication, Glenn Withiam

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Customer Perceptions of Electronic Food Ordering, Sheryl E. Kimes Ph.D.

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The Game Has Changed: A New Paradigm for Stakeholder Engagement, Mary Beth McEuen

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2011 Travel Industry Benchmarking: Marketing ROI, Opportunities, and Challenges in Online and Social Media Channels for Destination and Marketing Firms, Rohit Verma Ph.D. and Ken McGill

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Brave New World: Online Hotel Distribution, Glenn Withiam

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Search, OTAs, and Online Booking: An Expanded Analysis of the Billboard Effect, Chris Anderson Ph.D.

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Online, Mobile, and Text Food Ordering in the U.S. Restaurant Industry , Sheryl E. Kimes Ph.D. and Philipp Laque

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Hotel Guests’ Reactions to Guest Room Sustainability Initiatives, Alex M. Susskind Ph.D. and Rohit Verma Ph.D.

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Mega Tips 2: Twenty Tested Techniques to Increase Your Tips, Michael Lynn Ph.D.

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Social Media and the Hospitality Industry: Holding the Tiger by the Tail, Glenn Withiam

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The Impact of Terrorism and Economic Shocks on U.S. Hotels, Cathy A. Enz Ph.D., Renata Kosova Ph.D., and Mark Lomanno

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Cautious Optimism: CHRS Examines Hospitality Industry Trends, Glenn Withiam

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Implementing Human Resource Innovations: Three Success Stories from the Service Industry, Justin Sun and Kate Walsh Ph.D.

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The Challenge of Hotel and Restaurant Sustainability: Finding Profit in “Being Green”, Glenn Withiam

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Positioning a Place: Developing a Compelling Destination Brand, Robert J. Kwortnik Ph.D. and Ethan Hawkes

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CHR Reports Compendium 2011, Center for Hospitality Research

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The Impact of Health Insurance on Employee Job Anxiety, Withdrawal Behaviors, and Task Performance, Sean Way Ph.D., Bill Carroll Ph.D., Alex M. Susskind Ph.D., and Joe C.Y. Leng

2010 Publications

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How Travelers Use Online and Social Media Channels to Make Hotel-choice Decisions , Laura McCarthy, Debra Stock, and Rohit Verma Ph.D.

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Public or Private? The Hospitality Investment Decision, Qingzhong Ma Ph.D. and Athena Wei Zhang Ph.D.

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Best Practices in Search Engine Marketing and Optimization: The Case of the St. James Hotel, Greg Bodenlos, Victor Bogert, Dan Gordon, Carter Hearne, and Chris Anderson Ph.D.

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The Impact of Prix Fixe Menu Price Formats on Guests’ Deal Perception, Shuo Wang Ph.D. and Michael Lynn Ph.D.

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Measuring the Performance of Search Engine Marketing: Two Tools for the Hospitality Industry, Anil Aggarwal and Bill Carroll Ph.D.

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The Future of Hotel Revenue Management, Sheryl E. Kimes Ph.D.

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The Future of Meetings: The Case for Face-to-Face, Christine Duffy and Mary Beth McEuen

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Making the Most of Priceline’s Name-Your-Own-Price Channel, Chris Anderson Ph.D. and Shijie R. Yan

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Cases in Innovative Practices in Hospitality and Related Services: Set 4, Cathy A. Enz Ph.D., Rohit Verma Ph.D., Kate Walsh Ph.D., Sheryl E. Kimes Ph.D., and Judy Siguaw D.B.A.

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Making Customer Satisfaction Pay: Connecting Survey Data to Financial Outcomes in the Hotel Industry, Regina Pingitore, Dan Seldin, and Arianne Walker

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Who’s Next? An Analysis of Lodging Industry Acquisitions, Qingzhong Ma Ph.D. and Peng Liu Ph.D.

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Cases in Innovative Practices in Hospitality and Related Services: Set 3, Cathy A. Enz Ph.D., Rohit Verma Ph.D., Kate Walsh Ph.D., Sheryl E. Kimes Ph.D., and Judy Siguaw D.B.A.

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Building Customer Loyalty: Ten Principles for Designing an Effective Customer Reward Program , Michael McCall Ph.D., Clay Voorhees Ph.D., and Rober Calantone Ph.D.

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Hospitality Business Models Confront the Future of Meetings, Howard Lock and James Macaulay

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Developing Measures for Environmental Sustainability in Hotels: An Exploratory Study, Jie J. Zhang, Nitin Joglekar Ph.D., and Rohit Verma Ph.D.

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Successful Tactics for Surviving an Economic Downturn: Results from an International Study, Sheryl E. Kimes Ph.D.

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Integrating Self-Service Kiosks in a Customer-service System, Tsz-Wai Liu Ph.D. and Gabriele Piccoli Ph.D.

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2010 Ratings and Rankings Roundtable: The Quest for Consistent Ratings, Rohit Verma Ph.D. and Russell Arthur Smith Dr.Des.

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Strategic Pricing in European Hotels: 2006–2009, Cathy A. Enz Ph.D., Linda Canina Ph.D., and Mark Lomanno

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Cases in Innovative Practices in Hospitality and Related Services: Set 2, Sheryl E. Kimes Ph.D., Cathy A. Enz Ph.D., Judy Siguaw D.B.A., Rohit Verma Ph.D., and Kate Walsh Ph.D.

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The Hotel Industry Seeks the Elusive “Green Bullet”, David Sherwyn J.D.

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Customer Preferences for Restaurant Brands, Cuisine, and Food Court Configurations in Shopping Centers, Wayne J. Taylor and Rohit Verma Ph.D.

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CHR Reports Compendium 2010, Center for Hospitality Research