Cornell Study Explains Why Listening Is Undervalued, but Critical in Service Excellence
The hotel management report, “Fostering Service Excellence through Listening: What Hospitality Managers Need to Know,” is available at no charge from the center at .
Brownell is able to offer specific guidelines for improving skills at each point in the listening process due to her analysis and creation of a framework for effective listening. As presented in the Cornell report, the HURIER model outlines six steps of effective listening: Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding to messages. In addition to strategies related to this practical model, the report summarizes the best listening competency practices offered by the managers in the survey.
Thanks to the support of the Center for Hospitality Research partners listed below, all publications posted on the center's website are available free of charge, at .
About the Center for Hospitality Research
The purpose of the Center for Hospitality Research is to enable and conduct research of significance to the global hospitality and related service industries. CHR also works to improve the connections between academe and industry, continuing the School of Hotel Administration's long-standing tradition of service to the hospitality industry. Founded in 1992, CHR remains the industry's foremost creator and distributor of timely research, all of which is posted at no charge for all to use. In addition to its industry advisory board, CHR convenes several industry roundtables each year for the purpose of identifying new issues affecting the hospitality industry.
Center Members: Accenture • Access Point Financial, Inc. • Barclaycard US • Cvent • Davis & Gilbert LLP • Deloitte & Touche USA LLP • DerbySoft • Four Seasons Hotels and Resorts • Fox Rothschild LLP • Hilton Worldwide • Host Hotels & Resorts • Hyatt Hotels Corporation • IDeaS Revenue Solutions • InterContinental Hotels Group • Jumeirah Group • Marriott International • NTT DATA • Preferred Hotels & Resorts • priceline.com • PwC • The Rainmaker Group • RateGain • ReviewPro • Revinate • Sabre Hospitality Solutions • STR • Taj Hotels Resorts and Palaces • Tata Consultancy Services • Wipro EcoEnergy • Wyndham Hotel Group