Editorial Board   

Ms. Knutson

Bonnie Knutson

Professor, The School of Hospitality Business/MSU

Bonnie J. Knutson is a professor in The School of Hospitality Business in the Broad College of Business at Michigan State University. Widely known as an authority on emerging lifestyle trends and innovative marketing strategies, she often consults with business leaders who want to understand and take advantage of changing consumer demands.

Dr. Knutson's work has been featured in publications such as The Wall Street Journal, USA Today, and on PBS and CNN. She has also had numerous articles appear in industry, business, and academic publications. With her wit and entertaining style, Dr. Knutson is a frequent speaker for executive education as well as business and industry meetings, workshops, and seminars.

She has been a featured presenter for the National Restaurant Association, the American Hotel & Motel Association, Meeting Professionals International, Club Managers Association of America, National Automated Merchandising Association, US Air Force, American Marketing Association, as well as financial, health care, automotive, and education organizations throughout the United States and abroad.

Dr. Knutson is also editor of the prestigious Journal of Hospitality & Leisure Marketing. Dr. Knutson has been awarded the Withrow Award for outstanding teaching and research as well as the prestigious Golden Key Teaching Excellence Award for continued outstanding instruction and dedication to students. She has also been named an Advertising Education Foundation Teacher-Scholar.

Dr. Knutson is currently on the Advisory Council of the Wharton Center for the Performing Arts, the Travel, Tourism and Recreation Resource Center, the National Michigan State University Alumni Association, and Curveware.

Ms. Knutson can be contacted at 517-353-9211 or drbonnie@msu.edu

Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.