Published Hospitality Articles

Cornell University

Capturing Guests' True Opinions

Based on standard accepted research methodology and survey techniques, most Hotels and Cruise Lines fail to capture the true opinion of their guests due to flawed questionnaires and surveys. This article will explain the reasons why they fail and how hospitality companies can more accurately capture the true opinion of their guests, and consequentially understand guest loyalty better…
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Understanding Guest Satisfaction

As the hospitality industry becomes more competitive, economic pressures increases and the industry continues to expand, there is an obvious need to retain clientele as well as increasing profitability. It is therefore unsurprising that hospitality management professionals strive to improve guest satisfaction, and short- and long-term revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction, and the consequent effects it has on guest loyalty and financial performance. This article will discuss some of the driving theories of guest satisfaction…
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Hospitality Net

Price Impact on Guest Satisfaction

Research within the hospitality industry suggests that price plays a significant role in the perception guests have towards the value and quality of the hospitality product they are buying (Mattila et al., 2003, p. 329). Guests simply expect to receive a higher level of service when they pay more for the service (Matzler et al., 2006, p. 181). Within the hotel and cruise industry, this in essence means that higher performing yields result in higher guest expectations. Assuming that the product delivery and service quality is static regardless of price fluctuations, higher expectations also often consequentially result in lower guest satisfaction. This article will explain the impact price has on guest’s price perception, and it will also explain how guest’s value perception, loyalty and expectations are related to the price they pay…
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Culture and Demographic Impact on Guest Satisfaction

Though measuring guest satisfaction may appear as a pretty straight-forward process using leading survey tools; it’s often far from the truth. Even when relying on survey methodologies which measure guest’s expectations and perceptions, it is difficult to fully understand guest’s true opinions and behavioural intentions without taking culture and demographic into consideration. This article will discuss how cultural and demographical elements along with employee-guest interpersonal relationships are all directly correlated to guest’s overall satisfaction of a product or service in the hospitality world…
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Guest’s Quality Perceptions

This research article written by Patrik Hellstrand, Managing Director & Hospitality Consultant of SQInsight Hospitality Consulting, discusses guest satisfaction, and the importance of studies pertaining to guest’s quality perceptions of the guest experience.
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