EHL | September 1, 2020
With this in mind, service design can be applied to both new services and existing ones. Possibilities and opportunities for best-case-scenario service provision are analyzed and stakeholder expectations assessed. According to the Institute of User Experience Design, considerations of personas, the customer journey and touchpoints help feed into the ideal service provision outcome – for customers and service providers alike. This distinction between customers and service providers draws our attention to an important concept in service design: the differentiation between “frontstage” and “backstage”. As the terms suggest, the key ...
As Consumers and Travel Suppliers Work Through Crisis, Most Travelers Satisfied With Industry Response So Far
J.D. Power | March 26, 2020
60% of travelers agree hoteliers, cruise lines and airlines have demonstrated concern for the health and safety of the traveling public. More than half of the travelers surveyed believe travel suppliers are meeting or exceeding expectations on cancellation policies. A majority of travelers (65%) believe that travel suppliers have provided a good level of information about cleaning procedures. As travelers and travel suppliers struggle to make sense of what impact the coronavirus crisis is having on their personal and professional lives, a pulse survey conducted by J.D. Power finds that the travel industry is genera...
J.D. Power | July 24, 2019
Fewer Than 30% of Hotel Guests Experience “Better Than Expected” Night’s Sleep COSTA MESA, Calif.: 24 July 2019 — Forget the minibar, sleek lobby and mints on the pillow. If hotels really want to build loyalty and delight their customers with stand-out lodging experiences, they need to focus on the bed. According to the J.D. Power 2019 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, quality of sleep is one of the most important components of a hotel guest experience with the potential to drive overall satisfaction and brand loyalty, but the majority of hotels are not delivering better-than-expected sleep...
Luxury Resort in Hawaii, Prince Waikiki, Selects Cendyn
Critical Components of an Effective “Order to Appoint a Receiver” – From the Lender’s Perspective
Hotel Investors Across Europe Have ‘Wall of Money’ and Confidence in the Sector’s Ability to Recover, Hears Webinar
MMGY Global’s Latest Traveler Research Shows a Significant Jump in Confidence in the Safety of Domestic Travel
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