By Sungwoo Choi, Ph.D., Research Assistant Professor, School of Hotel and Tourism Management, The Chinese University of Hong Kong & Lisa C. Wan, Ph.D., Associate Professor, School of Hotel and Tourism Management, The Chinese University of Hong Kong Introduction The current wave of service technologies is service robots, “system-based autonomous and adaptable interfaces that interact, communicate and […]
By: Nathan Line, Cecil B. Day Distinguished Professor, Dedman College of Hospitality, Florida State University Managers of service organizations have long understood the importance of creating a service environment that is both aesthetically appealing and conveniently functional. The design of consumption space is especially important in the hospitality industry where the duration of the consumption […]
By Alex Gibson, Assistant Head of School, School of Marketing, TU Dublin, and Barry Rogers, Smart Tourism Programme Manager, Smart Dublin Abstract As technology advances, its application in the tourism domain has continued to expand. Among the most promising ways technology can be deployed in this context are digital trails. Immersive technology and AR (Augmented Reality) […]
By Lisa Gao, Assistant Professor, The Hong Kong Polytechnic University – School of Hotel and Tourism Management Loyalty reward programs are common in the hospitality and tourism industry. Given the staggered tourism growth under the Covid-19 pandemic, hospitality companies’ sustainable and socially responsible strategies are considered a key competitive advantage to win customers. Philanthropic initiatives, […]
“What guests really remember about a hotel is not service (the task that is expected) but it [is] the hospitality that is exhibited.” – Montgomery, 2016 By Lu Lu, Ph.D., Assistant Professor, Temple University Service Interactions – Why Does it Matter? The hospitality industry thrives on producing exceptional customer service. Different from other businesses, hospitality […]
By Lydia Hanks, Ph.D., Flordia State University, Makarand Mody, Ph.D., Boston University School of Hospitality Administration, and Noah Katcher, Boston University The way in which customers interact with restaurants is shifting rapidly, and the nature of the restaurant experience continues to evolve. The ubiquity of digital platforms has created unique opportunities for restaurants to engage their […]
By J. Bruce Tracey, Professor, Cornell University and James Houran, Managing Director, AETHOS Consulting Group As the world attempts to recover from the seemingly endless Covid-19 pandemic, many hospitality companies have placed considerable emphasis on creating more engaging and enriching customer experiences. Indeed, there is growing evidence that customers are looking for something more and […]
By Makarand Mody, Ph.D., Boston University School of Hospitality Administration & Lydia Hanks, Ph.D., Florida State University Covid-19 has been a watershed moment in recent human history. While causing unprecedented turbulence and chaos both economically and socially, the pandemic has cemented the place of brands as a source of permanence and stability in our lives. […]
By Ksenia Kirillova, Ph.D., Institut Paul Bocuse, France, Soey Sut Ieng Lei, Ph.D., Macao Institute for Tourism Studies, and Dan Wang, Ph.D., The Hong Kong Polytechnic University Today, sending a message through Facebook Messenger or WhatsApp to a business to inquire about a product or service is no less commonplace than chatting online with a friend or […]
By Jingjie Zhu, Ph.D. student, School of Management and Marketing, Curtin University, Ying Wang, Ph.D. Candidate, School of Business, Sichuan University, and Mingming Cheng, Ph.D., Senior Lecturer, School of Management and Marketing, Curtin University We are now experiencing the fourth industrial revolution, a period marked by emerging technologies such as artificial intelligence, robotics, virtual reality, […]