Tag: Mark Legg

December 2021 Editors’ Letter

By Sean Jung, Ph.D., and Mark Legg, Ph.D., Boston University School of Hospitality In the past few decades, our industry has evolved to provide more diverse service offerings and intrinsic experiences. As a result, guests now expect more personalized services than ever before while having more places to choose where to spend their hard-earned dollars. […]

Identifying When a Customer is Lost?

By Timothy Webb, Ph.D., Assistant Professor, Alfred Lerner College of Business and Economics, University of Delaware, Mark Legg, Ph.D., Assistant Professor of Hospitality Analytics, Boston University School of Hospitality Administration, and Michael Mancini, Ph.D., Industry Consultant Customer loyalty is fundamental to the success of any hospitality organization. The industry relies on B2C interactions that drive customer […]

The Value of Analytics in a Post-Covid World

By: Mark Legg, Ph.D., Assistant Professor of Hospitality Analytics, Boston University School of Hospitality Administration Demand in the hospitality industry is starting to pick back up after the fallout of the Covid-19 pandemic. During the pandemic, hospitality organizations drastically cut down their workforce to only essential rank and file employees, all while reducing or halting […]

Tweets, Hospitality, and the Coronavirus

Picture sources: Atlanticcouncil.org ; Twitter By Dr. Sean Jung & Dr. Mark Legg A few weeks back on March 11, 2020, the U.S. federal government signed a proclamation on restricting immigrants and nonimmigrants from the European Schengen Area who pose a risk of transmitting the Coronavirus. The proclamation became effective two days later on March 13, […]

The Future of the Gaming Industry: Challenges the Next Decade Holds for Casinos

By Mark Legg With the 2010s decade in our rearview mirror, the gaming industry experienced considerable changes. This past decade the gaming industry experienced the cumulative effects of competition. To combat a more competitive environment, casinos have looked to technological advancements, more specifically data-mining capabilities and mobile gaming apps. In addition to greater investments in the […]