Editorial Board   Guest Author

Dr. Barsky

Jonathan Barsky

Partner, Market Metrix

Dr. Jonathan Barsky, PhD co-founder and partner of Market Metrix, 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. Professor Barsky is the author of two bestselling books, World Class Customer Satisfaction and Finding the Profit in Customer Satisfaction, and has published more than 100 articles on the subject. His current work on customer satisfaction, including his pioneering work on consumer emotions, has won numerous awards and has been incorporated into the curricula of U.S. business schools. 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. He also works closely with customers to review and use existing customer insights to aid in innovation. Peer Reviewed Journals - Barsky, Jonathan. Critical Behaviors and Trends of Casino Customers: A New Segmentation model For The North American Gaming Industry, Global Business Development Journal, 2010 - Barsky, Jonathan. The Effectiveness of Casino Loyalty Programs - Their Influence on Satisfaction, Emotional Connections, Loyalty and Price Sensitivity, Global Business Development Journal, 2010 - Barsky, Jonathan. Are TripAdvisor Reviews Bogus? The Reliability of User-Generated Reviews. Cornell Hotel and Restaurant Administration Quarterly. - Are TripAdvisor Reviews Bogus? | The Reliability of User-Generated Reviews from the IABPAD Conference held on July 25-28, 2011 in Honolulu, Hawaii received a “research award” and was published in the IABPAD journal Chapter in text book - Barsky, Jonathan. Hotel Loyalty Programs. International Encyclopedia Of Hospitality Management, 2nd Edition, 2010. Other publications - Barsky, Jonathan. Balance your feedback strategy. Hotel and Motel Management, Advanstar Communications, August 24, 2010 - Barsky, Jonathan. Casino Customer Attitudes and Behaviors. Hotel and Motel Management, Advanstar Communications, June 17, 2010 - Barsky, Jonathan. Las Vegas vs. Macau. Hotel and Motel Management, Advanstar Communications, March 31, 2010 - Barsky, Jonathan. What is more important than location in selecting a hotel? Hotel and Motel Management, Advanstar Communications, January 13, 2010 - Barsky, Jonathan. Can an exciting casino experience change consumers' current gloomy mood? Hotel and Motel Management, Advanstar Communications, November 12, 2009 - Barsky, Jonathan. Handling Online Reviews-Best Practices Hotel and Motel Management, Advanstar Communications, August 20, 2009

Dr. Barsky can be contacted at 415-721-1300 or jbarsky@marketmetrix.com

Coming up in August 2020...

Food & Beverage: New Technological Innovations

In the past few years, hotel food and beverage departments have experienced significant growth. Managers are realizing just how much revenue potential this sector holds, both in terms of additional revenue and as a means to enhance the guest experience. As a result, substantial investments are being made in F&B operations as a way to satisfy hotel guests but also to keep pace with the competition. Though it has been a trend for many years, the Farm-to-Table movement shows no signs of abating. Hotel chains are abandoning corporate restaurants and are instead partnering with local chefs to create locally-influenced dining options. Local, farm-sourced ingredients paired with specialty beverages or local wine also satisfies the increasing demand from Millennial travelers who are eager to travel sustainably and contribute to a positive impact. A farm-to-table F&B program also helps to support the local economy, which builds community goodwill. Also popular are "Self-Serv" and "Grab & Go" options. These concepts stem from an awareness that a guest's time is limited and if a hotel can supply them with fast, fresh, food and beverage choices, then so much the better for them. Plus, by placing these specialty kiosks in areas that might be traditionally under-utilized (the lobby, for instance), they can become popular destination locations. Of course, there are new technological innovations as well. In-room, on-screen menus allow guests to order from any restaurant on the property, and some hotels are partnering with delivery companies that make it possible for guests to order food from any restaurant in the area. Also, many hotels are implementing in-room, voice-activated devices, so ordering food via an AI-powered assistant will soon become mainstream as well. The August issue of the Hotel Business Review will report on these developments and document what some leading hotels are doing to expand this area of their business.