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What Do Hotel Guests Really Want? Anticipated Versus Actual Use of Amenities September 25, 2018 8:29am by Chekitan S. Dev, Rebecca W. Hamilton, Roland T. Rust, and Matthew V. Valenti Abstract: Hotels provide a lengthy menu of amenities based on the (largely accurate) perception that guests want those amenities and claim they will use them. While many guests do exactly that, a substantial percentage will “overpredict” which amenities they will use.
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