5.8 References

American Hotel and Lodging Association. (2025). 2025 State of the industry report. https://www.ahla.com/sites/default/files/25_SOTI.pdf

Current Lighting. (2016, March 23). Marriott headquarters slashes electricity use by 66%. https://www.led.com/inspiration/marriott-headquarters-slashes-electricity-use-by-66

Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053

McCollough, M. A., & Bharadwaj, S. G. (1992). The recovery paradox: An examination of customer satisfaction in relation to disconfirmation, service quality, and attribution based theories. In C. T. Allen & T. J. Madden (Eds.), Marketing theory and applications (vol. 3). American Marketing Association.

Oxford Economics. (2025, January). Economic impact of the US hotel industry: US report [PowerPoint slides]. American Hotel & Lodging Association. https://www.ahla.com/sites/default/files/AHLA_2025_Economic_Impact_Report.pdf

State of Washington Tourism. (2024). Washington Tourism Marketing Authority 2023 dashboard report. Washington Tourism Marketing Authority. https://industry.stateofwatourism.com/wp-content/uploads/WTMA-2023-Report.pdf

Washington Hospitality Association. (2025, January 30). Soft skills toolkit. https://wahospitality.org/toolkits/soft-skills-toolkit/