Mr. Bowen

John T. Bowen

Dean & Barron Hilton Distinguished Chair at the Conrad N. Hilton College

University of Houston

John Bowen is Dean of the Conrad N. Hilton College of Hotel and Restaurant Management. He has presented marketing courses and seminars in Asia, Australia, Central America, Europe, Mexico and South America, and has published over 100 articles on marketing. He is also the North American Research Director for World Wide Hospitality Trends.

Dr. Bowen is a coauthor of Marketing for Hospitality and Tourism, the leading hospitality marketing textbook in the world. Currently, it is published in nine languages. He is also the coauthor of Restaurant Marketing for Owners and Managers. A recipient of numerous awards for both his teaching and research, Dr. Bowen is a three-time recipient of CHRIE's Wiley Research Award, formerly the Van Nostrand Reinhold Research Award, which recognizes lifetime research achievements in the hospitality field. His research focus is on customer service, customer loyalty and electronic distributing systems for service industries.

Dean Bowen's industry experience is in the area of food and beverage. He has worked in hotels, freestanding restaurants and as the corporate food and beverage manager of a hotel management company. For 15 years, he owned and operated Theodore Zinck's in downtown Dallas.

A dedicated educator, Dr. Bowen started his teaching career in 1978 at Del Mar College's Restaurant Management Program. He was an assistant professor at the Hilton College from 1980 to 1990. In 1990, he left to teach at Bond University in Australia and returned to the United States in 1993 to take a position at the University of Nevada, Las Vegas. He returned to the Hilton College as Dean in 2003.

Expertise & Research Interests

• Customer Satisfaction • Customer Loyalty • New Product Development • Casino Player Behavior

Selected Publications

  • Kotler, P., Bowen, J. & Makens, J. (2006). Marketing for Hospitality and Tourism (4th ed.). Upper Saddle River, N. J.: Prentice Hall. Published in eight languages.

  • Shock, P. Bowen, J. & Stefanelli, J. (2004). Restaurant Marketing for Owners and Managers. New York: John Wiley and Sons. Published in three languages.

  • Mayer, K. Bowen, J. & Moulton, M. (2003). A Proposed Model of Service Descriptors, The Journal of Services Marketing, 17(6), 621-639.

  • Sparks, B., Bowen, J. & Klag, S. (2003). Restaurants and the Tourist Market. International Journal of Contemporary Hospitality Management, 15(1), 6-13.

  • Bowen, J. & Ford, R. (2002). Does Having a Thing Make a Difference? Journal of Management, 28(3), 447-469.

  • Lucas, A. & Bowen, J. (2002). An Analysis of Slot Promotions. International Journal of Hospitality Management, 21(2), 189-202. Received the W. Bradford Wiley Research Award for Superior Research in Hospitality and Tourism.

  • Su, W. & Bowen, J. (2001). Restaurant Customer Complaint Behavior. Journal of Restaurant and Foodservice Marketing, 4(2), 35-65.

  • Bowen, J. & Shaing-Lih C. (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 13-17. Awarded Best Article for 2001.

  • Nelson, K. & Bowen, J. (2000). Employee uniforms: Their impact on customer and employee satisfaction. Cornell Hotel and Restaurant Quarterly, 41(2), 86-95.

  • Bowen, J., & Shoemaker, S. (2003). Loyalty: A Strategic Commitment. Cornell Hotel & Restaurant Administration Quarterly, 44(5/6), 31-46. Awarded the W. Bradford Wiley Research Award for Superior Research in Hospitality and Tourism.

  • Makens, J. & Bowen, J. (1996). Increasing Profits Through Product Merchandising. The Cornell Hotel and Restaurant Quarterly, 37(1), 72-79.

Mr. Bowen can be contacted at 713-743-0209 or jtbowen@Central.UH.EDU

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.