Trends and opportunities in lodging research

The first article “How’d you sleep?” Measuring business travelers’ sleep quality and satisfaction in hotels was authored by Hsiangting Shatina Chen, Kimberly Severt, Yeon Ho Shin, Adam Knowleden and Tyra Hilliard. [...]Seung Hyun Lee determined that for dissatisfied hotel guest preferred discounts, followed by corrective actions and loyalty points to compensate for an unsatisfactory stay. The article, “Guest preferences for service recovery procedures: conjoint analysis” also identifies an additional factor that is effective in dealing with dissatisfied guest, including upper-level management leading upgrades and service recovery efforts.