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.

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2012 Reports

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

2011 Reports

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

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

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

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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 Reports

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

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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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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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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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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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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

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How Hotel Guests Perceive the Fairness of Differential Room Pricing , Wayne J. Taylor and Sheryl E. Kimes Ph.D.

2009 Reports

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Hospitality Managers and Communication Technologies: Challenges and Solutions, Judi Brownell Ph.D. and Amy Newman

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Cases in Innovative Practices in Hospitality and Related Services: Set 1, Judy Siguaw D.B.A., Cathy A. Enz Ph.D., Sheryl E. Kimes Ph.D., Rohit Verma Ph.D., and Kate Walsh Ph.D.

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The Billboard Effect: Online Travel Agent Impact on Non-OTA Reservation Volume, Chris Anderson Ph.D.

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Operational Hedging and Exchange Rate Risk: A Cross-sectional Examination of Canada’s Hotel Industry, Charles Chang Ph.D. and Liya Ma

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Product Tiers and ADR Clusters: Integrating Two Methods for Determining Hotel Competitive Sets , Jin-Young Kim and Linda Canina Ph.D.

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Safety and Security in U.S. Hotels, Cathy A. Enz Ph.D.

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Hotel Revenue Management in an Economic Downturn: Results from an International Study, Sheryl E. Kimes Ph.D.

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Wine List Characteristics Associated with Greater Wine Sales, Sybil S. Yang and Michael Lynn Ph.D.

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Competitive Hotel Pricing in Uncertain Times, Cathy A. Enz Ph.D., Linda Canina Ph.D., and Mark Lomanno

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Managing a Wine Cellar Using a Spreadsheet 2.0, Gary M. Thompson Ph.D.

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$ or Dollars: Effects of Menu-price Formats on Restaurant Checks, Sybil S. Yang, Sheryl E. Kimes Ph.D., and Mauro M. Sessarego

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Customer Preferences for Restaurant Technology Innovations , Michael Dixon, Sheryl E. Kimes Ph.D., and Rohit Verma Ph.D.

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Fostering Service Excellence through Listening: What Hospitality Managers Need to Know, Judi Brownell Ph.D.

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How Restaurant Customers View Online Reservations, Sheryl E. Kimes Ph.D.

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Key Issues of Concern in the Lodging Industry: What Worries Managers, Cathy A. Enz Ph.D.

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Don’t Sit So Close to Me: Restaurant Table Characteristics and Guest Satisfaction, Stephani K.A. Robson and Sheryl E. Kimes Ph.D.

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The Job Compatibility Index: A New Approach to Defining the Hospitality Labor Market, Bill Carroll Ph.D. and Michael C. Sturman Ph.D.

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CHR Reports Compendium 2009, Center for Hospitality Research

2008 Reports

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Service Scripting: A Customer’s Perspective of Quality and Performance, Liana Victorino Ph.D., Rohit Verma Ph.D., and Don Wardell Ph.D.

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Nontraded REITS: Considerations for Hotel Investors, John B. Corgel Ph.D. and Scott Gibson Ph.D.

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Forty Hours Doesn't Work for Everyone: Examining Employee Preferences for Work Hours, Lindsey A. Zahn and Michael C. Sturman Ph.D.

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The Importance of Behavioral Integrity in a Multicultural Workplace, Tony Simons Ph.D., Ray Friedman Ph.D., Leigh A. Liu Ph.D., and Judi M. Parks Ph.D.

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Forecasting Covers in Hotel Food and Beverage Outlets, Gary M. Thompson Ph.D. and Erica D. Killam

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Hotel Network Security: A Study of Computer Networks in U.S. Hotels, Josh Ogle, Erica L. Wagner Ph.D., and Mark P. Talbert

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Hotel Revenue Management: Today and Tomorrow, Sheryl E. Kimes Ph.D.

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New Beats Old Nearly Every Day: The Countervailing Effects of Renovations and Obsolescence on Hotel Prices, John B. Corgel Ph.D.

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Frequency Strategies and Double Jeopardy in Marketing: The Pitfall of Relying on Loyalty Programs , Michael Lynn Ph.D.

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An Analysis of Bordeaux Wine Ratings, 1970-2005: Implications for the Existing Classification of the Médoc and Graves, Gary M. Thompson Ph.D., Stephen A. Mutkoski Ph.D., Youngran Bae, Liliana Ielacqua, and Se B. Oh

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Private Equity Investment in Public Hotel Companies: Recent Past, Long-Term Future, John B. Corgel Ph.D.

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Accurately Estimating Time-Based Restaurant Revenues Using Revenue per Available Seat-Hour, Gary M. Thompson Ph.D. and Heeju Sohn

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Exploring Consumer Reactions to Tipping Guidelines: Implications for Service Quality, Kate Karniouchina, Rohit Verma Ph.D., Kate Karniouchina, and Himanshu Mishra Ph.D.

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Complaint Communication: How Complaint Severity and Service Recovery Influence Guests’ Preferences and Attitudes, Alex M. Susskind Ph.D.

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Questioning Conventional Wisdom: Is a Happy Employee a Good Employee, or Do Other Attitudes Matter More?, Michael C. Sturman Ph.D. and Sean Way Ph.D.

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Optimizing a Personal Wine Cellar, Gary M. Thompson Ph.D. and Stephen A. Mutkoski Ph.D.

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Setting Room Rates on Priceline: How to Optimize Expected Hotel Revenue, Chris Anderson Ph.D.

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Pricing for Revenue Enhancement in Asian and Pacific Region Hotels: A Study of Relative Pricing Strategies, Linda Canina Ph.D. and Cathy A. Enz Ph.D.

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Restoring Workplace Communication Networks after Downsizing: The Effects of Time on Information Flow and Turnover Intentions, Alex M. Susskind Ph.D.

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A Consumer's View of Restaurant Reservations Policies, Sheryl E. Kimes Ph.D.

2007 Reports

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Travel Packaging: An Internet Frontier, Bill Carroll Ph.D., Robert J. Kwortnik Ph.D, and Norman L. Rose

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Customer Satisfaction with Seating Policies in Casual-Dining Restaurants, Sheryl E. Kimes Ph.D. and Jochen Wirtz

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The Truth About Integrity Tests: The Validity and Utility of Integrity Testing for the Hospitality Industry, Michael C. Sturman Ph.D. and David Sherwyn J.D.

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Why Trust Matters in Top Management Teams: Keeping Conflict Constructive, Tony Simons Ph.D. and Randall Peterson Ph.D.

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Segmenting Hotel Customers Based on the Technology Readiness Index, Rohit Verma Ph.D., Liana Victorino Ph.D., Kate Karniouchina, and Julie Feickert

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Examining the Effects of Full-Spectrum Lighting in a Restaurant, Stephani K.A. Robson and Sheryl E. Kimes Ph.D.

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Short-Term Liquidity Measures for Restaurant Firms: Static Measures Don't Tell the Full Story, Linda Canina Ph.D. and Steven A. Carvell Ph.D.

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CHR Reports Compendium 2007, Center for Hospitality Research

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Data-Driven Ethics: Exploring Customer Privacy in the Information Era, Erica L. Wagner Ph.D. and Olga Kupriyanova

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The Effects of Organizational Standards and Support Functions on Guest Service and Guest Satisfaction in Restaurants, Alex M. Susskind Ph.D., Michele K.A. Kacmar Ph.D., and Carl P. Borchgrevink Ph.D.

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Restaurant Capacity Effectiveness: Leaving Money on the Tables, Gary M. Thompson Ph.D.

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Card-checks and Neutrality Agreements: How Hotel Unions Staged a Comeback in 2006, David Sherwyn J.D. and Zev J. Eigen J.D.