Cornell Hospitality Quarterly Best Article Establishes Benefits of Loyalty-based Marketing Expenditures
But Some Hotels Make More Money by Trimming Certain Categories
Ithaca, NY | An analysis of marketing expenditures by more than 2,800 U.S. hotels has been voted the best article for 2008 in the Cornell Hospitality Quarterly (CQ). The study is the first to establish a solid connection between spending on loyalty programs and net operating income. The winning article, "The Relationship of Sales and Marketing Expenses to Hotel Performance in the United States," by John W. O'Neill, Bjorn Hanson, and Anna S. Mattila, was published in the November 2008 CQ, and is available at no charge from Cornell's Center for Hospitality Research,
http://www.hotelschool.cornell.edu/research/chr/pubs/quarterly/winner.html. O'Neill and Mattila are on the faculty at Pennsylvania State University, while Hanson is at New York University.
The article was selected from a strong field of articles nominated by CQ editorial board members and Cornell faculty. Two articles dealing with human resources issues were runners up. First runner up was "Recognizing the Emotional Element in Service Excellence," by Misty M. Johanson and Robert H. Woods, both at University of Nevada, Las Vegas. This article reported on strategies by human resources directors for assisting employees with the emotional demands of hotel work. The second runner up, "Contextual Factors and Cost Profiles Associated with Employee Turnover," by Cornell professors J. Bruce Tracey and Timothy R. Hinkin, focused on the specific factors that increased employee turnover costs and offered strategies to reduce turnover costs.
Published by the Cornell School of Hotel Administration, the Cornell Hospitality Quarterly is now in its fifth decade of publishing research based articles that have practical implications for the hospitality industry. Subscriptions and individual article downloads are available though Sage Publishing, http://cqx.sagepub.com/.
About the Cornell Hospitality Quarterly | Cornell Hospitality Quarterly (CQ) editorial content is broadand publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. The objective of the CQ is to help all those involved or interested in the hospitality industry to keep up-to-date on the latest research findings and theory development in order to improve business practices and to stay informed of successful strategies.