Dr. Barsky

Jonathan Barsky

Partner

Market Metrix

Dr. Jonathan Barsky, PhD co-founder and partner of Market Metrix, is a professor of marketing at University of San Francisco's School of Business and Management and an internationally known consultant and lecturer in the area of customer satisfaction.

Professor Barsky is the author of two bestselling books, World Class Customer Satisfaction and Finding the Profit in Customer Satisfaction, and has published more than 100 articles on the subject. His current work on customer satisfaction, including his pioneering work on consumer emotions, has won numerous awards and has been incorporated into the curricula of U.S. business schools.

In his role as Vice President of Research Dr. Barsky oversees research and development activities at Market Metrix. This includes the development and direction of research aimed at improving current products and generating ideas for new products and services. He also works closely with customers to review and use existing customer insights to aid in innovation.

Peer Reviewed Journals

  • Barsky, Jonathan. Critical Behaviors and Trends of Casino Customers: A New Segmentation model For The North American Gaming Industry, Global Business Development Journal, 2010
  • Barsky, Jonathan. The Effectiveness of Casino Loyalty Programs – Their Influence on Satisfaction, Emotional Connections, Loyalty and Price Sensitivity, Global Business Development Journal, 2010
  • Barsky, Jonathan. Are TripAdvisor Reviews Bogus? The Reliability of User-Generated Reviews. Cornell Hotel and Restaurant Administration Quarterly.
  • Are TripAdvisor Reviews Bogus? | The Reliability of User–Generated Reviews from the IABPAD Conference held on July 25-28, 2011 in Honolulu, Hawaii received a “research award” and was published in the IABPAD journal

Chapter in text book - Barsky, Jonathan. Hotel Loyalty Programs. International Encyclopedia Of Hospitality Management, 2nd Edition, 2010.

Other publications - Barsky, Jonathan. Balance your feedback strategy. Hotel and Motel Management, Advanstar Communications, August 24, 2010 - Barsky, Jonathan. Casino Customer Attitudes and Behaviors. Hotel and Motel Management, Advanstar Communications, June 17, 2010 - Barsky, Jonathan. Las Vegas vs. Macau. Hotel and Motel Management, Advanstar Communications, March 31, 2010 - Barsky, Jonathan. What is more important than location in selecting a hotel? Hotel and Motel Management, Advanstar Communications, January 13, 2010 - Barsky, Jonathan. Can an exciting casino experience change consumers’ current gloomy mood? Hotel and Motel Management, Advanstar Communications, November 12, 2009 - Barsky, Jonathan. Handling Online Reviews–Best Practices Hotel and Motel Management, Advanstar Communications, August 20, 2009

Dr. Barsky can be contacted at 415-721-1300 or jbarsky@marketmetrix.com

Coming Up In The July Online Hotel Business Review




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Feature Focus
Hotel Spa: Measuring the Results
As the Hotel Spa and Wellness Movement continues to flourish, spa operations are seeking new and innovative ways to expand their menu of services to attract even more people to their facilities, and to and measure the results of spa treatments. Whether it’s spa, fitness, wellness meet guest expectations. Among new developments, there seems to be a growing emphasis on science to define or beauty services, guests are becoming increasingly careful about what they ingest, inhale or put on their skin, and they are requesting scientific data on the treatments they receive. They are open to exploring the benefits of alternative therapies – like brain fitness exercises, electro-magnetic treatments, and chromotherapy – but only if they have been validated scientifically. Similarly, some spas are integrating select medical services and procedures into their operations, continuing the convergence of hotel spas with the medical world. Parents are also increasingly concerned about the health and well-being of their children and are willing to devote time and money to overcome their poor diets, constant stress, and hours spent hunched over computer, tablet and smartphone screens. Parents are investing in wellness-centric family vacations; yoga and massage for kids; mindfulness and meditation classes; and healthy, locally sourced, organic food. For hotel spas, this trend represents a significant area for future growth. Other trends include the proliferation of Wellness Festivals which celebrate health and well-being, and position hotel spas front and center. The July issue of the Hotel Business Review will report on these trends and developments and examine how hotel spas are integrating them into their operations.