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.
Publications from 2018
Customer Satisfaction through Service Excellence: The Importance of Focused Training, Elizabeth Martyn and Chris K. Anderson
A Quick and Easy Approach to Financial Fraud Detection, Pamela Moulton and Fang Liu
What Do Hotel Guests Really Want? Anticipated Versus Actual Use of Amenities, Chekitan S. Dev, Rebecca W. Hamilton, Roland T. Rust, and Matthew V. Valenti
Benchmarking Index 2018: Carbon, Energy, and Water, Eric Ricaurte
Indexing Hotel Brand Reputation, Chris K. Anderson and Saram Han
Perceptions of MOOC Utility: How Expectations Affect Perceived Outcomes of Massive Online Open Courses, J. Bruce Tracey, Magdalena Petronella Swart, and Jamie Murphy
Organizational Downsizing: How Communication Networks Connect with Employee Performance, Alex M. Susskind, Ozias A. Moore, and K. Michele Kacmar
CHR Reports Compendium 2018, Center for Hospitality Research
Living without OTAs–A Summary of the Performance Impacts Resulting from the OTA Delisting of Columbus, Georgia, Chris K. Anderson and Saram Han
Publications from 2017
JD Power/SITE Foundation Incentive Travel Survey 2016, Stephani Robson, Rick Garlick, and Kevin Hinton
Information in Stock Prices: Buy the Rumor, Sell the News?, Pamela Moulton
The Food-Service Industry: Best of Times, Worst of Times, Alex M. Susskind
How Co-Production and Authenticity Affect: Experience Design Management, Lewis P. Carbone and Kathryn A. LaTour
seniority_list: A Tool to Address the Challenge of Airline Mergers and Labor Integration, Robert Davison and Sean Edmund Rogers Ph.D.
The Billboard Effect: Still Alive and Well, Chris K. Anderson and Saram Han
Ethics from the Bottom Up, Judi Brownell
Entrepreneurship Is Global: Highlights from the 2016 Global Entrepreneurship Roundtable, Mona Anita Kristiansen Olsen
Total Hotel Revenue Management: A Strategic Profit Perspective, Breffni M. Noone, Cathy A. Enz, and Jessie Glassmire
CHR Reports Compendium 2017, Center for Hospitality Research
Do Property Characteristics or Cash Flow Drive Hotel Real Estate Value? The Answer Is Yes, Crocker H. Liu and John B. Corgel
Strategic Management Practices Help Hospitals Get the Most from Volunteers, Sean Rogers Ph.D.
What Matters Most to Your Guests: An Exploratory Study of Online Reviews, Jie J. Zhang and Rohit Verma
Hotel Brand Standards: How to Pick the Right Amenities for Your Property, Chekitan Dev, Rebecca Hamilton, and Roland Rust
When Rules Are Made to Be Broken: The Case of Sexual Harassment Law, David S. Sherwyn, Nicholas F. Menillo, and Zev J. Eigen
The Future of Hotel Revenue Management, Sheryl E. Kimes
Publications from 2016
The Role of REIT Preferred and Common Stock in Diversified Portfolios, Walter I. Boudry, Jan A. deRoos, and Andrey D. Ukhov
Do You Look Like Me? How Bias Affects Affirmative Action in Hiring, Ozias Moore, Alex M. Susskind, and Beth Livingston
High-Tech, High-Touch: Highlights from the 2016 Entrepreneurship Roundtable, Mona Anita Kristiansen Olsen and Jennifer Blumenfeld
Differential Evolution: A Tool for Global Optimization, Andrey D. Ukhov
The Influence of Table Top Technology in Full-service Restaurants, Alex M. Susskind and Benjamin Curry
FRESH: A Food-service Sustainability Rating for Hospitality Sector Events, Sanaa I. Pirani, Hassan Arafat, and Gary Thompson
Early Bird & Night Owl Evaluation Tool (EBNOET) v2015, Gary Thompson
Experimental Evidence that Retaliation Claims Are Unlike Other Employment Discrimination Claims, David S. Sherwyn and Zev J. Eigen
Dealing with Shifting Labor Employment Sands, David S. Sherwyn
The Business Case for (and Against) Restaurant Tipping, Michael Lynn
The Changing Relationship between Supervisors and Subordinates: How Managing This Relationship Evolves over Time, Michael C. Sturman and Sanghee Park
Environmental Implications of Hotel Growth in China: Integrating Sustainability with Hotel Development, Gert Noordzy, Eric Ricaurte, Georgette James, and Meng Wu
Hotel Performance Impact of Socially Engaging with Consumers, Chris K. Anderson and Saram Han
Fitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction, Michael D. Giebelhausen, Evelyn Chan, and Nancy J. Sirianni
Revenue Management in Restaurants: Unbundling Pricing for Reservations from the Core Service, Sheryl E. Kimes and Jochen Wirtz
CHR Reports Compendium 2016, Center for Hospitality Research
Executive Insights on Leader Integrity: The Credibility Challenge, Tony L. Simons, Kurt Schnaubelt, John Longstreet, Michele Sarkisian, Heather Allen, and Charles Feltman
Authenticity in Scaling the Vision: Defining Boundaries in the Food and Beverage Entrepreneurship Development Cycle, Mona Anita Kristiansen Olsen and Cheryl Stanley
What Guests Really Think of Your Hotel: Text Analytics of Online Customer Reviews, Hyun Jeong “Spring” Han, Shawn Mankad, Nagesh Gavirneni, and Rohit Verma
The Role of Service Improvisation in Improving Hotel Customer Satisfaction, Enrico Secchi, Aleda Roth Ph.D., and Rohit Verma Ph.D.
Publications from 2015
Have Minimum Wage Increases Hurt the Restaurant Industry? The Evidence Says No!, Michael Lynn and Christopher Boone
Hotel Brand Conversions: What Works and What Doesn’t, Chekitan Dev Ph.D.
The New Science of Service Innovation: Part 4 Select Research on People, Cornell Hospitality Research Summit; Cathy A. Enz, Editor; and Rohit Verma, Editor
The New Science of Service Innovation: Part 3 Select Research on Technology, Cornell Hospitality Research Summit; Cathy A. Enz, Editor; and Rohit Verma, Editor
The New Science of Service Innovation: Part 2 Select Research on Organizations, Cornell Hospitality Research Summit; Cathy A. Enz, Editor; and Rohit Verma, Editor
The New Science of Service Innovation: Part 1 Select Research on Data, Cornell Hospitality Research Summit; Cathy A. Enz, Editor; and Rohit Verma, Editor
Adopting the Code: Human Trafficking and the Hospitality Industry, Michele Sarkisian
How the Deepwater Horizon Oil Spill Damaged the Environment, the Travel Industry, and Corporate Reputations, Alex M. Susskind, Mark Bonn Ph.D., and Benjamin Lawrence
Creative Capital: Financing Hotels via EB-5, Arian Mahmoodi and Jan A. deRoos
Cuba’s Future Hospitality and Tourism Business: Opportunities and Obstacles, John H. Thomas, Miranda Kitterlin-Lynch, and Daymaris Lorenzo Del Valle
Hotel Sustainability Benchmarking Tool 2015: Energy, Water, and Carbon, Howard Chong and Eric E. Ricaurte
A Competency Model for Club Leaders, Kate Walsh and Jason P. Koenigsfeld
From Concept to Impact: Beginning with the End in Mind Highlights of the 2015 Cornell Hospitality Entrepreneurship Roundtable, Mona Anita Olsen, Kelly McDarby, and Joanne Jihwan Park
The Mobile Revolution Is Here: Are You Ready?, Heather Linton and Robert J. Kwortnik Ph.D.
Looking Under the Hood: The Catalysts of Hotel Credit Spreads, Jan A. deRoos Ph.D., Crocker Liu Ph.D., and Andrey Ukhov Ph.D.
Environmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction, Alexandra Bruns-Smith, Vanessa Choy, Howard Chong Ph.D., and Rohit Verma Ph.D.
CHR Reports Compendium 2015, Center for Hospitality Research
Competitive Hotel Pricing in Europe: An Exploration of Strategic Positioning, Cathy A. Enz, Linda Canina Ph.D., and Jean-Pierre van der Rest Ph.D.
Publications from 2014
It’s More than Just a Game: The Effect of Core and Supplementary Services on Customer Loyalty, Matthew Walsman Ph.D., Michael Dixon Ph.D., Rob Rush, and Rohit Verma Ph.D.
Relative Risk Premium: A New “Canary” for Hotel Mortgage-Market Distress , Jan A. deRoos Ph.D., Crocker Liu Ph.D., and Andrey D. Ukhov
Ready and Willing: Restaurant Customers’ View of Payment Technology, Sheryl E. Kimes Ph.D. and Joel Collier Ph.D.
Using Eye Tracking to Obtain a Deeper Understanding of What Drives Online Hotel Choice, Breffni Noone Ph.D. and Stephani K.A. Robson
Show Me What You See, Tell Me What You Think: Using Eye Tracking for Hospitality Research, Stephani K. A. Robson and Breffni Noone Ph.D.
Calculating Damage Awards in Hotel Management Agreement Terminations, Jan A. deRoos Ph.D. and Scott Berman
The Impact of LEED Certification on Hotel Performance, Matthew Walsman Ph.D., Rohit Verma Ph.D., and Suresh Muthulingam Ph.D.
Strategies for Successfully Managing Brand–Hotel Relationships, Chekitan S. Dev Ph.D.
The Future of Tradeshows: Evolving Trends, Preferences, and Priorities, HyunJeong S. Han Ph.D. and Rohit Verma Ph.D.
Customer-Facing Payment Technology in the U.S. Restaurant Industry, Sheryl E. Kimes Ph.D. and Joel Collier Ph.D.
Hotel Sustainability Benchmarking, Howard Chong Ph.D. and Eric Ricaurte
Root Causes of Hotel Opening Delays in Greater China, Gert Noordzy MBA, CAPM and Richard Whitfield Ph.D.
Arbitration: A Positive Employment Tool and Potential Antidote to Class Actions, Gregg Gilman J.D. and David Sherwyn J.D.
Environmental Management Certification (ISO 14001): Effects on Hotel Guest Reviews, María-del-Val Segarra-Oña Ph.D., Angel Peiro-Signes Ph.D., Rohit Verma Ph.D., Jose Mondejar-Jimenez, and Manuel Vargas-Vargas
Exploring the Relationship between Eco-certifications and Resource Efficiency in U.S. Hotels, Jie J. Zhang, Nitin Joglekar Ph.D., Rohit Verma Ph.D., and Janelle Heineke
Consumer Thinking in Decision-Making: Applying a Cognitive Framework to Trip Planning, Kimberly Williams Ph.D.
Developing High-Level Leaders in Hospitality: Advice for Retaining Female Talent, Kate Walsh Ph.D., Susan Fleming Ph.D., and Cathy A. Enz Ph.D.
Female Executives in Hospitality: Reflections on Career Journeys and Reaching the Top, Kate Walsh Ph.D., Susan Fleming Ph.D., and Cathy A. Enz Ph.D.
Using Economic Value Added (EVA) as a Barometer of Hotel Investment Performance, Matthew Clayton Ph.D. and Crocker Liu Ph.D.
CHR Reports Compendium 2014, Center for Hospitality Research
Assessing the Benefits of Reward Programs: A Recommended Approach and Case Study from the Lodging Industry, Clay Voorhees Ph.D., Michael McCall Ph.D., and Bill Carroll Ph.D.
Publications from 2013
Hotel Sustainability: Financial Analysis Shines a Cautious Green Light, Howard Chong Ph.D. and Rohit Verma Ph.D.
Hotel Daily Deals: Insights from Asian Consumers, Sheryl E. Kimes Ph.D. and Chekitan S. Dev Ph.D.
Tips Predict Restaurant Sales, Michael Lynn Ph.D. and Andrey D. Ukhov