By Dr. Suzanne Markham Bagnera and Emily Stewart While the hotel industry has entered into territories unknown and never seen before in our lifetime, there is no reason to panic. This present perfect storm has—both a health and financial—crisis occurring at the same time. Between the combined terror-related travel concern disruptions from 9/11 (from the historical […]
By Rachel Roginsky and Matthew Arrants In prior quarterly reports, Pinnacle Advisory Group presented timely updates about the New England lodging industry, which included focused profiles on particular cities. In this issue, the firm offers more general insight about the hospitality industry. Several Pinnacle executives recently participated in a panel discussion about investment, management, and […]
By Bradford Hudson Three decades ago, American industry was obsessed with quality management. Thomas Peters and Robert Waterman helped create the enthusiasm during this era with their best-selling book In Search of Excellence. Although the subsequent quality movement was quite successful in the manufacturing sector, it has been less successful in services. Indeed, there is […]