Welcome from Cornell's Center for Hospitality Research (CHR) and many thanks to our Corporate Members, Corporate Affiliates and Media Affiliates for your generous support and a successful fiscal year.

As part of our fall Advisory Board meeting in NYC, this fall, we will host a one day research symposium - highlighted as a "Save the Date" in this newsletter. We will be sharing further details soon, as we look to assemble panels and talks. 

Please be sure to see the details below about our newest Corporate Member, as we would like to welcome to the CHR!

I you are interested in engaging with the CHR, please contact
me or Carol Leitch-Zhe.
 Perceptions of MOOC Utility: How Expectations Affect Perceived Outcomes
of Massive Online Open Courses

Massive open online courses (MOOCs) offer a novel learning context in which participants have complete discretion regarding their engagement with the course content. Consequently, some of the participants’ individual characteristics, notably, pre-course motivation, have a considerable effect on their perceptions of the value of the course. This study finds that two contingencies—intentions regarding earning a certificate and industry experience—seem to have a negative impact on the relationships of pre-course interest and motivation with post-course utility reactions. Using survey data gathered from 593 individuals who completed “Introduction to Global Hospitality Management,” a MOOC offered by the Cornell University School of Hotel Administration, the results from a series of regression analyses demonstrated a small but statistically significant positive relationship between pre-course interest and motivation with post-course utility reactions. More>>
Hospitality Thought Leadership Panel

Center for Hospitality Research Director, Chris Anderson, recently moderated a panel discussion with industry experts. The "Evolution of Brands in an Increasingly Digital World" discussion, highlighted the continuing evolution of hotel brands, how internet influences the way customers engage with hotels and how companies can keep their brand management initiatives current. More>>

Local Measure Launches Real-Time Customer Feedback Tool for Brick and Mortar Businesses, Bridging the Online and Offline Customer Experience
Local Measure recently announced the launch of Pulse, a new real-time feedback tool for the hospitality, tourism and retail industries. The product has been designed to help businesses collect feedback from on-site customers so that businesses can immediately action any issues, thereby improving bottom line metrics like NPS and thwarting negative reviews.

Pulse allows businesses to trigger a customer feedback request at specific moments during their journey. These moments can include when customers log-in to Wi-Fi, in the hours after arrival, or when presented with a feedback link/QR code. The interface for Pulse is powerfully simple and unobtrusive, providing the customers with the opportunity to submit a single 5-point rating that represents their current level of satisfaction. Customer details and comments are then requested so that issues can be resolved immediately by staff on the ground.. More>>
NBC News Features: Hidden or Unexpected Travel Fees Can Break
Your Vacation Budget

Chris Anderson, director of the Center for Hospitality at Cornell University’s SC Johnson College of Business contributed to recent NBC News article highlighting the hidden costs to travel.

Travel is expensive — and unless you’re careful, it’s easy to bust your budget. Hidden or unexpected fees can quickly add hundreds of dollars to the tab.

Airlines, hotels and rental car companies have switched to this nickel-and-diming business model to compete in a world where people shop online for travel products and make decisions based on price. By tacking on fees — sometimes mandatory, sometimes optional for upgraded service — these companies can advertise lower prices. More>>
Center for Hospitality Research Sponsored Research in Action Presentations and Reception at 2018 Revenue Optimization Conference

The Center for Hospitality Research (CHR) recently sponsored the Research in Action Presentations & Reception, during the HSMAI 2018 Revenue Optimation Conference in Houston, Texas.

This workshop featured several faculty members’ applied research where Cornell University Ph.D candidate, Saram Han provided insight on his research: "Platform Selection and Reporting Biases in Hotel Ratings at TripAdvisor." CHR Director, Chris Anderson is Saram's faculty advisor.

Research In Action offers applications and solutions to the revenue management and digital marketing challenges of driving measurable short-term results while simultaneously keeping an eye on future developments, as well as giving research scholars the opportunity to share best practices and network with industry professionals and their peers. More>>
CHR Welcomes New Corporate Member! is the world's leading provider of technologies and services that simplify the process of creating and deploying multilingual content through Global Translation Management, Website Localization, Information Rights and other Translator Tools. helps the world's leading brands and organizations streamline multilingual content development. Potential customers can be anywhere; with, you can BE EVERYWHERETM. 

Dan O'Sullivan

Dan O'Sullivan is the newest CHR Advisory Board member and has been a senior member of the executive team since the company's incorporation in 1999. O'Sullivan oversees the sales and business development activities for in Europe, the Middle East and Africa.  He holds a BA in History from Skidmore College and an MA in Latin American Studies from the University of Florida.
Upcoming CHR Events
September 7 (Ithaca)

Sustainability Roundtable
September 7, 2018
Save the Date!

November 12 (NYC)

November 12, 2018
The Lodging Conference is one of the top hotel industry events in the world. Over the past 23 years, tens of thousands of high-powered hotel owners and executives from around the globe have participated. The event has been sold out for the last five years with attendance of 1800+ in 2017. Register at: or contact us at: 800-252-3540

For more information, contact Carol Leitch-Zhe | Program Manager | 607.254.4504

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