toadman
Feb 6, 04, 11:06 am
Cornell University came out with a study stating what I've always known. Service is more important to keeping business travelers loyal.
From USAToday...
In addition to the flood of e-mails I received from travelers, Cornell University's Center for Hospitality Research just released a study(registration required) that confirmed my point: It's service, more than any brand name, that brings business travelers back to hotels.
Not that it's easy to earn our loyalty. The study, which looked at why guests stay or stray, found that "business travelers are generally the least satisfied, least loyal and least involved of the guest segments." Us?? Yes, us: 38% of those surveyed said they were satisfied with their hotel, even professed loyalty to it, but would make no promises about staying at the same property again! Are we fickle or what? What is it that we want?
http://www.usatoday.com/travel/hotels/hotsheet/column.htm
From USAToday...
In addition to the flood of e-mails I received from travelers, Cornell University's Center for Hospitality Research just released a study(registration required) that confirmed my point: It's service, more than any brand name, that brings business travelers back to hotels.
Not that it's easy to earn our loyalty. The study, which looked at why guests stay or stray, found that "business travelers are generally the least satisfied, least loyal and least involved of the guest segments." Us?? Yes, us: 38% of those surveyed said they were satisfied with their hotel, even professed loyalty to it, but would make no promises about staying at the same property again! Are we fickle or what? What is it that we want?
http://www.usatoday.com/travel/hotels/hotsheet/column.htm