Tag: Lisa C. Wan

The Rise of Service Robots in the Hospitality Industry: Some Actionable Insights

in 2021, Consumer Behavior Edition, Fall 2021, October 2021 57 comments

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 […]

Tags: 2021, Consumer Behavior, Fall 2021, Lisa C. Wan, October 2021, Sungwoo Choi

Failure is Not Fatal: Actionable Insights on Service Failure and Recovery for the Hospitality Industry

in Business Practices, Hotel and Lodging, Restaurants, Winter 2019 152 comments

By Lisa C. Wan and Elisa Chan The service industry accounts for more than 70% of global GDP and continues to grow. This growth of the service sector in the foreseeable future is partly fueled by the rapid development of service technology (e.g., artificial technology (AI), chatbots, and automated self-service technology) in the digital age. […]

Tags: Elisa Chan, Lisa C. Wan