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Full-Text Articles in Hospitality Administration and Management
It’S More Than Just A Game: The Effect Of Core And Supplementary Services On Customer Loyalty, Matthew Walsman Ph.D., Michael Dixon Ph.D., Rob Rush, Rohit Verma Ph.D.
It’S More Than Just A Game: The Effect Of Core And Supplementary Services On Customer Loyalty, Matthew Walsman Ph.D., Michael Dixon Ph.D., Rob Rush, Rohit Verma Ph.D.
Matthew Walsman
All service providers seek to provide a comprehensive experience for their customers, with the goal of cementing customer loyalty and encouraging future purchases. In most services, we can identify core aspects (e.g., a good night’s sleep at a hotel) and supplementary aspects (e.g., concierge and valet services). For professional sports, the core service is the sporting contest itself, but many other supplementary services may also be included. We use a comprehensive dataset of over 7,000 patrons of a major professional sport in the United States to determine how customers’ satisfaction with core and supplementary services influence their intent to repeat …
The Impact Of Leed Certification On Hotel Performance, Matthew Walsman Ph.D., Rohit Verma Ph.D., Suresh Muthulingam Ph.D.
The Impact Of Leed Certification On Hotel Performance, Matthew Walsman Ph.D., Rohit Verma Ph.D., Suresh Muthulingam Ph.D.
Matthew Walsman
The LEED certification standard for green buildings has gained considerable acceptance since its launch in 2000. However the question as to whether LEED certification provides business benefits has remained largely unanswered, particularly for the hotel industry. On the one hand, many scholars and practitioners claim that organizations pursing LEED certification realize costs savings and increase revenues. On the other hand several scholars have returned results that are inconclusive. This study contributes evidence to this debate by calculating a differential revenue for LEED certified hotels, compared to those that are not certified. This comparison of the performance 93 LEED-certified hotels (representing …