Achieving Success Through Innovation

Foreword

In 1998, a team of researchers largely based at Cornell University’s School of Hotel Administration investigated the best practices in the U.S. hotel industry. The team examined 3,528 nominations for best practices and selected 115 best-practice champions in eight functional areas, together with 29 overall champions. These best practices were presented in a series of articles published in the Cornell Hotel and Restaurant Administration Quarterly (now known as the Cornell Hospitality Quarterly). The study included an evaluation of customers’ assessment of the value created by these best practices.¹

Ten years later, two of the authors of that study joined the other three authors of this book in developing an update that went beyond best ...