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 July 2019...

Hotel Spa: Pursuing Distinction

The Wellness Movement continues to evolve and hotel spas continue to innovate in order to keep pace. Fueled by intense competition within the industry, hotel spas are seeking creative ways to differentiate themselves in the market. An increasing number of customers are searching for very specific, niche treatments that address their particular health concerns and, as a result, some leading spas have achieved distinction by offering only one specialized treatment. Meditation and mindfulness practices are becoming increasingly mainstream as are alternative treatments and therapies, such as Ayurvedic therapies, Reiki, energy work and salt therapy. Some spas specialize in stress management and offer lifestyle coaching sessions as part of their program.  Other spas are fully embracing new technologies as a way to differentiate themselves, such as providing wearable devices that track health and fitness biomarkers, or robots programmed with artificial intelligence to control spa environments, or virtual reality add-ons that transport guests to relaxing places around the world. Some spas have chosen to specialize in medical procedures such as liposuction, laser skin therapy, phototherapy facials, Botox and facial fillers, acupuncture and permanent hair removal, in addition to cosmetic body shaping procedures and  teeth whitening treatments. Similarly, other spas are offering comprehensive health check-ups and counseling services for those who are interested in disease prevention treatments. Finally, as hotel spas continue to become more diverse, accessible and specialized, there is a growing demand for health professionals with a specific area of expertise. There is a proliferation of top class, quality wellness practitioners who make a name for themselves by offering their services around the globe, including athletes, chefs, doctors, physical trainers and weight loss specialists. The July issue of the Hotel Business Review will report on these trends and developments and examine how some hotel spas are integrating them into their operations.