Daniel  Mount 

photo of Daniel Mount

Associate Professor of Hospitality Management

Contact Information

227 Mateer Building
The Pennsylvania State Univesity
Univesity Park PA 16802


(fax) 814-863-4257





1991 M.B.A. Michigan State University, HRIM
1995 DBA United State International University, International Business
1979 B.S. Mankato State University, Finance

Research Interests

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

Selected Publications

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.

Courses Taught

HRIM 380 Hotel Management

HRIM 480 Advanced Hotel Management

Curriculum Vitae

.pdf icon Daniel Mount vitae

Strategic Themes

  • Contexts and Social Institutions