On Friday, 19 December 2025, we successfully presented the results of our research project, “Using customer-generated content (CGC) for customizing the service mix and maximizing customer satisfaction: an empirical study in hotels,” which was conducted over the past two years through a collaboration between the University of the Peloponnese and the University of West Attica. The project was funded by the Hellenic Foundation for Research & Innovation (ELIDEK) within the framework of the National Recovery and Resilience Plan “Greece 2.0,” funded by the European Union – NextGenerationEU.
Our journey throughout this project was both rewarding and challenging. We would therefore like to express our sincere gratitude to everyone who supported us during this process. Special thanks are due to the professionals of the hotel sector who actively supported and contributed to our research.
Our findings indicate that hotels can manage the voice of the customer more effectively, with the aim of maximizing customer satisfaction and enhancing profitability. The results were discussed by distinguished industry representatives, who highlighted the significance and practical impact of the project outcomes for the hotel sector.
The panel included:
Eugenios Vassilikos, President of the Athens & Argosaronic Hoteliers Association; CEO, Capital H; Owner, Airotel Group of Hotels
Konstantinos Marinakos, Associate Professor of Tourism Management, University of West Attica; Board Member (Vice-President duties), Hellenic Hoteliers Federation (H.H.F.)
Christos Koutsopoulos, Group General Manager, ATHENAEUM HOTELS; Secretary General, Athens Hotel Managers Association
Anastasios Mexas, Hotel General Manager
Our research team:
Scientific Coordinator:
Penelope Athanasopoulou, Professor of Services Marketing, University of the Peloponnese
Principal Investigator (Partner Institution):
Apostolos Giovanis, Professor of Marketing Management and Director of the MSc Programme “Business Administration (MBA),” University of West Attica
Research Team Members:
Krinanthi Gdonteli, Associate Professor, University of the Peloponnese
Emmanouil Choustoulakis, Assistant Professor, University of the Peloponnese
Dimitrios Papakyriakopoulos, Associate Professor, University of West Attica
Emmanouil Nikoloudakis, Adjunct Assistant Professor, University of the Peloponnese
Evangelia Gavriilidou, Master’s Degree Holder, University of the Peloponnese
