[We're pleased to welcome Gerald Zaltman of Harvard Business School and Olson Zaltman Associates. Dr. Zaltman recently published an article in Cornell Hospitality Quarterly with co-authors Jerry Olson and James Forr of Olson Zaltman Associates, entitled "Toward a New Marketing Science for Hospitality Managers."] In “Toward a New Marketing Science for Hospitality Managers,” published in … Continue reading Diversify and Conquer: An Argument for Reinvigorating Marketing Science with Behavioral Science and Humanities
Gerald Zaltman, Joseph C. Wilson Professor Emeritus at Harvard Business School and creator of the first patented market research tool in the United States titled the Zaltman Metaphor Elicitation Technique, recently collaborated with Jerry Olson and James Forr of Olson Zaltman Associates on their article "Toward a New Marketing Science for Hospitality Managers" from Cornell … Continue reading Gerald Zaltman on New Marketing Science for Hospitality Practitioners
We're pleased to congratulate Kathryn A. LaTour of Cornell University and Lewis P. Carbone of Experience Engineering, winners of Cornell Hospitality Quarterly's 2014 Best Article Award for their article "Sticktion: Assessing Memory for the Customer Experience." The pair discussed their study on assessing memory for the customer experience in the latest podcast from Cornell Hospitality … Continue reading Listen to the Podcast on Cornell Hospitality Quarterly’s 2014 Best Article Award Winner!
The customer may always be right, but research has shown that their memory can sometimes fail them when recollecting service experiences. Fortunately, there may be a solution in the form of "sticktion." Kathryn A. LaTour and Lewis P. Carbone discuss the use of this technique in their article from the November issue of Cornell Hospitality … Continue reading Designing Better Customer Service Experiences Using “Sticktion”
Businesses work hard to ensure that their customers walk away happy. But just how much of a good experience do customers even remember? What can be done to make sure they remember more? That's what Kathryn A. LaTour and Lewis P. Carbone set out to discover in their article "Sticktion: Assessing Memory for Customer Experience," … Continue reading Using “Sticktion” for a Better Customer Experience
Editor's note: We are pleased to welcome Dr. Renáta Kosová and Dr. Cathy A. Enz, both of Cornell University, who published "The Terrorist Attacks of 9/11 and the Financial Crisis of 2008: The Impact of External Shocks on U.S. Hotel Performance" on September 20, 2012 in Cornell Hospitality Quarterly. *** The U.S. hotel industry faced … Continue reading How Did 9/11, Financial Crisis Affect Hotel Performance?