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 January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.