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. […]
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 […]
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 […]
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, […]
By Dr. Mark Legg and Dr. Apostolos Ampountolas When one conjures up an image of their local casino, they picture gamblers being there all hours of the day and night. For the first time in recent history, most US casinos followed Macau properties by closing their doors in response to the coronavirus threat. Regional examples include […]
By Dr. Apostolos Ampountolas and Dr. Mark Legg While the travel industry has been hit with various crises over the years, including SARS in 2003, H1N1 in 2009, and the 9/11 attack, the scale of coronavirus impact is unprecedented with global economic shut-downs. Historically, crises to hit our industry were either regional in scope, like SARS […]
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 […]