linchi kwok
Want to Win in Future Competitions? Invest in Data-Driven Decisions Now
Linchi Kwok | December 23, 2021
By Linchi Kwok Speaking of the permanent changes in the hospitality industry, many people will probably agree that demands for “bleisure”/“work-from-anywhere” travel and contactless self-service will continue to grow in the near future. Not everyone, however, realizes that data-driven decisions will become a key driver for growth in the industry, which has already affected how we do business now. Automatic service enables businesses to capture more operational and consumer data for business decisions One advantage of using automatic service comes from its ability to spontaneously capture and store real-time operat...
Recover 2022! A Holistic Approach Is Needed to Respond to Post-Pandemic Changes
Linchi Kwok | December 21, 2021
By Linchi Kwok The COVID-19 pandemic had no doubt made an unprecedented impact on the hospitality and tourism industry. Yet, some products, such as home-sharing, extended stays, and quick-service restaurants, were able to adapt to the new changes quickly. Hence, they were not affected as much. Others might still need extra time to get back on their feet. It might seem that the global pandemic forced businesses to respond to the new changes in the market, but the truth is COVID-19 just accelerated many of the foreseeable changes we have already expected for the future. The businesses that can navigate through the COVID-19 crisis qu...
What if Labor Shortage Is a Long-Term Threat to the Hospitality and Tourism Industry?
Linchi Kwok | September 27, 2021
By Linchi Kwok The U.S. economy finally shows signs of a strong recovery from the pandemic. Nevertheless, the surging delta variant cases, inflation, and the global supply chain disruption, among other concerns, add considerable uncertainty to the economic outlook. Notably, the hospitality and tourism industry is unlikely to recover any time soon. On the one hand, there is no real sense of recovery until people are traveling for business again. Yet, more companies have postponed the return-to-office plan and let employees continue working from home. On the other hand, the industry is facing an extreme labor shortage that slows do...
Want Your Employees to Voice Suggestions When Customers Treat Them Poorly? The Double-Edged Effects of Felt Trust
Linchi Kwok | August 26, 2021
By Linchi Kwok "The customer is not always right, but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel When consumers know they are always right, they may breed a sense of superiority or entitlement, expecting the frontline employees to comply with any customer behaviors. A report shows that 98% of service employees had experienced unpleasant customer behaviors; over 50% of employees encountered rude customers at least once a week. In a more recent case, a female customer pulled out a gun an...
Research Reveals Effective Social Media Crisis Communication Strategies During COVID-19 Pandemic
Linchi Kwok | July 15, 2021
By Linchi Kwok The COVID-19 pandemic is a once-in-a-generation crisis with lasting economic and societal consequences. Crises and disasters often bring unpredictable catastrophic changes to the market. Yet, effective management of a crisis can help businesses reduce the event's negative impacts and shorten the recovery time. As the global economy begins to recover, businesses are making changes to adapt to the post-pandemic world. For example, more companies now let employees work from home permanently. When people work remotely and classes are taught online, social media plays an even more critical role in crisis communicatio...
Research Shows That You Should Let Consumers’ Photos Speak For Your Business
Linchi Kwok | June 16, 2021
By Linchi Kwok The advance of technology and the widespread adoption of smartphones and handheld devices in recent years have enabled us to publish our experience about a product or service through online photo or video sharing and provide a review. Online review websites have also updated their features, making it easier for consumers to attach pictures or videos to their reviews. As both consumers and businesses adapt to the new photo-sharing trend, it becomes crucial to expand our knowledge regarding user-generated photos’ (UGPs’) effect on online reviews. An empirical study about user-generated photos I work...
Besides Higher Wages, What Else Can Businesses Do to Address Labor Shortages?
Linchi Kwok | May 18, 2021
By. Linchi Kwok Last week, COVID-19 cases in the U.S. hit their lowest rate since September. Deaths were also at the lowest point since April last year. Moreover, close to 60% of adults in the U.S. have already received at least one dose of a vaccine. The Centers for Disease Control and Prevention (CDC) announced on May 13 that: People who are fully vaccinated no longer need to wear face covers or maintain a social distance in any setting unless they are required to do so by laws or specific guidelines. Fully vaccinated people can also refrain from testing following a known exposure (with a few exceptions). Some businesses...
Will the Lodging Industry’s Supply Growth Outpace Demand Growth?
Linchi Kwok | April 22, 2021
By Linchi Kwok The COVID-19 vaccination rate is climbing steadily in the U.S. At its current rate, three in four people, or 75% of eligible residents, will be vaccinated by June. Businesses are reopening. The U.S. economy is now operating at 88% of its pre-pandemic level, with hope for continuous improvement. People want to travel again. In mid-March, Disneyland announced it would reopen on April 30. Now, all reopening day reservations for both single-park and park-hopper tickets are sold out already. On April 2, the Friday before Easter, TSA screened over 1.58 million people at airport checkpoints, the highest number sinc...
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