Cornell University Johnson at Cornell University

Intellectual Capital

Sachin Gupta


Sachin Gupta, Henrietta Johnson Louis Professor of Management and professor of marketing, co-authored a research study that was published in the August 2007 issue of Cornell Hospitality Quarterly and was named best article for that issue. "Guest Satisfaction and Restaurant Performance," by Gupta and co-authors Edward McLaughlin and Miguel Gomez, analyzed the performance of three restaurant chains that recorded 80,845 customer visits and established the significant connection between customer satisfaction (as measured by intention to return) and increased sales. Restaurant managers have long suspected that satisfied customers are a key to a successful restaurant, but until recently, no research study had established this profitable connection.

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