Professor in Charge of International Studies & Students
Dan Mount's research focuses on empirical research that studies hotel guest satisfaction employee engagement and service recovery.
- Hospitality Management - HM/SHM
- 1991 M.B.A. Michigan State University, HRIM
- 1995 DBA United State International University, International Business
- 1979 B.S. Mankato State University, Finance
The Pennsylvania State Univesity
Univesity Park, PA 16802
Professor-in-Charge of International Studies & Students
Faculty Advisor - American Hotel & Lodging Association student chapter.
Hotel Operations, Service Management
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
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.
Mount, D., An Empirical Application of Quantitative Derived Importance-Performance Analysis (QDIPA) for Employee Satisfaction. Accepted in the Journal of Quality Assurance in Hospitality & Tourism. 2005.