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Author Bio

Jonathan Barsky

Dr. Barsky, co-founder of Market Metrix and Executive Committee member, is a professor of marketing at University of San Francisco's School of Business and Management and an internationally known consultant and lecturer in the area of customer satisfaction. In his role as Vice President of Research Dr. Barsky oversees research and development activities at Market Metrix. This includes the development and direction of research aimed at improving current products and generating ideas for new products and services. Dr. Barsky works closely with customers to review and use existing customer insights to aid in innovation.

Articles by Jonathan Barsky (18)

The Horror: Occupancy Climbs and Satisfaction Falls

If guest ratings decline as occupancy rises, the culprit is likely to be insufficient staffing or other missteps that impact the guest experience. If satisfaction increases with higher occupancy, of course that's great, but it is worth understanding how this feat was accomplished. ...

Hotel Guests Want... Food

Using the latest results from the Market Metrix Hospitality Index (MMHI), we analyzed the most frequent product and service requests. This analysis revealed that in the Americas the most frequent new product and service requests related to "Food". Requests relating to a property's ...

Balance your feedback strategy

it's public, unsolicited and unpredictable. The vast majority of hotels on TripAdvisor receive fewer than ten reviews per year. Even with additional feedback from other social media sources, problems relating to sample size and representativeness, credibility, scope and depth ...

All bets are on Macau hotels

there are over a billion potential gamers within a two-hour flight of Macau. Macau is also the only location in China with legalized gaming. But what is the guest perception of Macau's casino hotels? The following table provides scores based on guest perceptions of the top 10 ...

Hotels acknowledge growing impact of user reviews, but unsure how to respond

But are hotels acknowledging this game-changing shift in communication? Are they attempting to regain control by participating in the dialogue, responding to negative reviews and taking action to drive improvement in the guest experience? Are they finding new insight and opportunity ...