Join experts and researchers from Cornell and SAS as they present their latest findings on four critical hospitality and gaming issues that could spell the difference between an organization thriving or simply surviving.

You'll hear short research presentations focusing on customer loyalty, social media, innovative business practices and forecast performance. Presentations include:

  • Ten Best Practices for Designing a Loyalty Program, Michael McCall, PhD
  • Cases in Innovative Practices in Hospitality and Related Services, Cathy Enz, PhD and Kate Walsh, PhD
  • Guest Perceptions of the Purpose of Social Media Channels, Rohit Verma, PhD
  • The Importance of Forecast Performance over Forecast Accuracy, Mike Gilliland


Michael McCall

Michael McCall, PhD

Visiting Scholar and Research Fellow
Cornell Center for Hospitality Research

Michael McCall has published more than 40 academic articles and taught various marketing courses in the areas of marketing services, pricing and consumer behavior.

His primary research program focuses on the role of customer reward programs in creating customer loyalty, rebate programs and perceptions of value among competing hospitality and service products. McCall earned his PhD in experimental and applied social psychology from Arizona State University.

Cathy A. Enz

Cathy A. Enz, PhD

Lewis G. Schaeneman Jr. Professor of Innovation and Dynamic Management
Cornell University School of Hotel Administration

Cathy Enz has served as the Executive Director of the school's Center for Hospitality Research and the Associate Dean for Industry Research and Affairs. Enz conducts strategic management consultations and presentations around the world, and serves on the board of directors of two privately owned hotel companies.

Prior to her academic activities, Enz held several industry positions, including strategy development analyst for an insurance organization and operations manager in the dietary food service division of a US health care corporation. Before joining Cornell in 1990, Enz received her PhD from the Fisher College of Business at Ohio State University and taught at Kelley School of Business at Indiana University.

Kate Walsh

Kate Walsh, PhD

Fred G. Peelen Professor of Hospitality Global Strategy and
Associate Professor of Management
Cornell University School of Hotel Administration

Kate Walsh's primary research is in the area of services management, with an additional focus on the role of strategic human resource initiatives on organizational performance. In addition to contributing to numerous books, her articles are appearing or have appeared in outlets such as Journal of Management, Journal of Service Research, Journal of Vocational Behavior and many others. Walsh's previous work experience includes serving as Director of Training and Development for Nikko Hotels International, Corporate Training Manager for the former Bristol Hotels and Senior Auditor for Loews Corp.

Walsh received her PhD from the Carroll School of Management at Boston College and her MPS degree from Cornell University's School of Hotel Administration.

Rohit Verma

Rohit Verma, PhD

Professor of Operations Management, Cornell University School of Hotel Administration
Executive Director, Cornell Center for Hospitality Research

Rohit Verma is a Professor of Service Operations Management at the School of Hotel Administration, and also serves as the Executive Director for the Center for Hospitality Research (CHR). His research interests include new product/service design, quality management and process improvement, and operations/marketing interrelated issues. He has published more than 50 articles in prestigious business journals and has received several teaching and research awards. Prior to joining the Cornell faculty, he was the George Eccles Professor of Management, David Eccles School of Business at the University of Utah.

Michael Gilliland

Michael Gilliland

Product Marketing Manager

Mike Gilliland has worked in consumer products forecasting for more than 20 years, and serves on the Advisory Board of the Institute of Business Forecasting. He has been published in Supply Chain Management Review, Journal of Business Forecasting, Foresight: The International Journal of Applied Forecasting and APICS magazine.

Gilliand holds master's degrees in philosophy and mathematical sciences from Johns Hopkins University. His new book is entitled The Business Forecasting Deal: Exposing Myths, Eliminating Bad Practices, Providing Practical Solutions.


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