Lost in Translation: Cross-Country Differences in Hotel Guest Satisfaction
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Featured in Cornell Hospitality Industry Perspectives
Most multinational hotel chains currently invest significant resources in implementing large-scale measurement programs to track, compare, and benchmark guest satisfaction across their various international markets. However, comparing international satisfaction scores presents distinct challenges for multinational hotel chains. J.D. Power's Lost in Translation: Cross-country Differences in Hotel Guest Satisfaction article addresses this industry challenge by providing recommendations on how to account for differences in international satisfaction scores so that hoteliers can more effectively use their benchmarking results and train staff members to respond appropriately to international travelers’ expressions of satisfaction or dissatisfaction.