Making customer satisfaction pay in the hotel industry

"In recent years, reports in the business press have questioned the value
of measuring customer satisfaction, suggesting that such research does
not explain or predict financial performance. A new Cornell University
research paper demonstrates now the contrary.

In this report, Cornell University demonstrates that customer
satisfaction research, when designed and executed with the prerequisite
psychometric and statistical rigor, does in fact yield actionable
insights and show clear linkages to actual financial outcomes"

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