Associate Professor of Hospitality Management
227 Mateer Building
The Pennsylvania State Univesity
Univesity Park PA 16802
1991 M.B.A. Michigan State University, HRIM
1995 DBA United State International University, International Business
1979 B.S. Mankato State University, Finance
Customer Call Centers: Effects of listening behavior on satisfaction & effects of e-mail response time and problem resolution on satisfaction
Non-response bias in internet guest surveys
Derivations of traditional importance-performance analysis
Hotel Operations, Service Management
Mount, D. (2013). Putting the dollar signs on quality: The cost of experienced problems in the hotel industry. International Journal of Hospitality and Tourism Administration, 14(1), 87-97.
Mount, D. (2012). Putting the dollar signs on quality: The benefits of service recovery in the hotel industry. Journal of Quality Assurance in Hospitality and Tourism. 13(2), 152-163
Mount, D. (2012). Examining the service recovery paradox and double deviation by problem type in a large sample hotel study. Journal of Hotel and Business Management. 1(1), 102doi:10.4172/2169-0286.1000102
Miao, L., Mattila, A., & Mount, D. (2011). Other consumers in service encounters: A script-theoretical perspective, International Journal of Hospitality Management. 30(4), 933-941.
Mount, D., & Mattila, A. (2009). The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level. Journal of Quality Assurance in Hospitality and Tourism, 10(4), 301-309.
Noone, B., & Mount, D. (2008). The effect of price on return intentions: Do satisfaction and reward program membership matter? Journal of Revenue and Pricing Management, 7(4), 357-370.
Fu, Y. & Mount, D. (2007). Hotel guests’ cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality & Tourism Administration. 8(1), 77-98.
Mount, D. (2004). General Manager Perceptions of Guest Satisfaction Measurement Systems in the Hotel Industry, Journal of Quality Assurance in Hospitality and Tourism, 5(1), 61-72.
Namasivayam, K., & Mount, D. (2004). The Relationship of Work-family Conflict and Family-Work conflict to Job Satisfaction. Journal of Hospitality and Tourism Research, 28(2), 242-250.
Mattila, A., & Mount, D. (2003). The Role of Call Centers in Mollifying Disgruntled Guests. Cornell Hotel and Restaurant Quarterly, 44(4), 75-80.
HRIM 380 Hotel Management
HRIM 480 Advanced Hotel Management
Daniel Mount vitae
- Contexts and Social Institutions