Faculty & Research
Project Personnel
Cathy A. Enz:
Cathy A. Enz, is the Lewis G. Schaenman Jr. Professor of Innovation and Dynamic Management at the School of Hotel Administration at Cornell University. Dr. Enz received her Ph.D. in organizational behavior from the Ohio State University Graduate School of Business in 1985, and previously was on the faculty of the Graduate School of Business at Indiana University. She has published over forty journal articles in the areas of strategic management and human resources. Her expertise focuses on issues of change management, organizational design, employee empowerment, service quality and corporate culture. She is a research fellow for the Center for Hospitality Research and on the editorial review board of five journals including the Journal of Hospitality and Tourism Research.
She has been a co-investigator on over ten funded research grants, and recently completed a Best Practices study with an international hotel chain. Professor Enz recently designed and taught a course titled, Best Practices and the Management of Change for High Performance, and is currently teaching a course titled Innovation & Dynamic Management. She is the developer of the Hospitality Change Simulation, a learning tool for the introduction of effective change. In addition to teaching graduates and undergraduates she coordinates the senior level Advanced Management Executive Program at SHA and consults extensively in Europe, Asia, and Central America.
On this project, Professor Enz was primarily responsible for the research design and analysis of Phase I. She also co-authored the final report. Professor Enz previously completed a study of Best Practices for Improved Operations that examined the impact of fifty-seven best practices on property level performance, customer satisfaction, and employee satisfaction.
Leo M. Renaghan:
Leo M. Renaghan is the former director of the Center For Hospitality Research at the School of Hotel Administration and an Associate Professor of Services Marketing at the Hotel School. He received his Ph.D. in Marketing from Penn State University. His area of expertise is services marketing, and his intellectual and research efforts focus primarily on the translation of services marketing theory to management practice, especially in the hospitality industry. He teaches services marketing, and most recently, a new required graduate course in the Hotel School on managing for service excellence. This course integrates concepts and principles in marketing, organizational behavior and operations management to capture the complexity of the hospitality industry to better understand and profitably manage hospitality operations.
He has consulted with major hotel companies for the last 15 years on various marketing and sales issues and has implemented marketing planning systems in six international hotel companies. In 1993 he conducted a sales and marketing best practices study for a group of independent resorts in the United States. He is a Director of the Board for Radisson-SAS Hotels in Brussels, Belgium, a position he has held for the last seven years.
On this project Professor Renaghan assisted in the preparation of the case studies in phase II and in the integration of Phase III results into the case studies and final report. He was also the coordinator and contact person with the American Hotel Foundation and American Express on this project.
Judy A. Siguaw:
Judy A. Siguaw is an Associate Professor of Marketing in the School of Hotel Administration at Cornell University and a principal investigator on this project. Professor Siguaw completed her D.B.A. degree in marketing in 1991. Prior to entering academia, Professor Siguaw spent over 10 years in the corporate sector in the employ of Conoco Inc. and General Foods Corporation, where she established a new sales record.
Professor Siguaw is an accomplished researcher and has published more than 35 articles, including those in the Journal of Marketing Research, Journal of Marketing, Journal of Strategic Marketing, Industrial Management, and Journal of Business Ethics. She is a contributor to two textbooks. She is also the recipient of a prestigious Marketing Science Institute research award, a Jane Fenyo Award from the Academy of Marketing Science, a research fellowship, a CIBER travel award from Duke University, and the recipient of six university research grants. She is an expert in sales management and currently teaches Hospitality Sales, and Hospitality Marketing Management. In addition, she has served as a sales/sales management consultant for international organizations, one of which has one of the largest sales forces in the world, and has conducted sales seminars for several national industry associations. Her current research interests include antecedents to customer satisfaction and customer loyalty, and the relationship of the latter variables to sales performance measures.
On this project, Professor Siguaw assisted in research design and analysis primarily for Phases I and II. She supervised the writing of the case studies and also served as a co-author of the final report.
Laurette Dubé:
Laurette Dubé is an associate professor of Marketing at the Faculty of Management, McGill University, Montreal, Canada. Dr. Dubé received her Ph.D. from Cornell University at the School of Hotel administration in 1990. Her work focuses on diverse aspects of consumer behavior (specifically, expectations, consumption experience, satisfaction and loyalty), and their link with strategic and operation management practice in service industries. Dr. Dubé has published over twenty research articles in top academic journals including, Journal of Consumer Research, Journal of Marketing Research, Journal of Personality and Social Psychology, Marketing Letters and, Psychology & Marketing.
Her research has been supported by grants from national agencies in Canada, by the Marketing Science Institute and the Center for Hospitality Research of the Cornell School of Hotel Administration (Palace Hotel competition). Dr. Dubé teaches services marketing and management from a multidisciplinary perspective at the undergraduate, MBA and Ph.D. levels. She also teaches consumer behavior and marketing research. Dr. Dubé has an ongoing interest in food. She worked 10 years as a foodservice manager before joining academia. She has also made significant contributions in the domain of food marketing, producing scientific and applied articles, writing a book on food cost and quality control, and chairing in 1994 the first international symposium on the topic.
Dr. Dubé was responsible for Phase III of the study (i.e., customers' perspective). She supervised data collection by the commercial market research company. She also organized and supervised the data analysis, which involved content analysis using LadderMap. Dr Dubé recently completed a study sponsored by the Center for Hospitality Research, in which she used this software in a different application (customer expectations for luxury business hotels). She also contributed to the writing of case studies to integrate relevant information pertaining to the customers' perspective and wrote the section on customer perspective in the final report.