Getting Back on Track: Service Recovery in a Networked World
PolyU’s School of Hotel and Tourism Management | February 21, 2023
In today’s travel and events industries, multiple service providers work together to shape unique, complex and multidimensional customer experiences. However, such connectedness can come at a cost. Within a network or ecosystem of service providers, a single service failure can have cascading effects on all stakeholders. Yet we still know little about the optimal strategies for service recovery in such networked contexts. Filling this gap in the literature, Dr Karin Weber and Professor Cathy Hsu of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University shed light on how customers perceive and react to serv...
A Breath of Fresh Air for Luxury Hotels
PolyU’s School of Hotel and Tourism Management | January 18, 2023
Trees, potted plants and “green walls” may not be conventional forms of interior design, but with growing demand for sustainable, eco-friendly hospitality, hotels are upping their efforts to incorporate “green atmospherics” into their indoor spaces. Whilst people’s behaviour is known to be shaped by their physical surroundings, the specific effects of living plants, scent, air quality, natural light and green spaces are not yet known. Focusing on the luxury hotel sector, Professor Jin-Soo Lee of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and co-researchers explored the influence of vari...
Welcome to the Touch-Free Hotel
PolyU’s School of Hotel and Tourism Management | December 21, 2022
Contactless technology is transforming hospitality in China and beyond. Research by Dr Fei Hao and Professor Kaye Chon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University shows that travellers have varying levels of readiness for contactless hotels. Hospitality firms are advised to be mindful of this variation when designing strategies to boost customer equity. For guests who are still sceptical about contactless technology, services that evoke delight may be the best way to retain their custom. Those with concerns around COVID-19 may be particularly reassured by positive experiences in a contactless h...
Staycationers Behaving Badly
PolyU’s School of Hotel and Tourism Management | November 22, 2022
COVID-19 has changed how we holiday: out with crowding into airports to fly to distant resorts; in with staying close to home. Although this might seem an effective way to support local tourism while containing the virus, research by Ph.D. student Mr Wilson Au, Dr Nelson Tsang and Dr Clare Fung of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University reveals a downside of “staycationing”. In Hong Kong, many holidaymakers confined to local hotels during the pandemic have begun to behave badly, taking a toll on staff’s mental health. This timely study highlights the need for hotels to remove incentives ...
Quadri-Felitti Named Recipient of ICHRIE 2022 Stevenson W. Fletcher Award
The Penn State School of Hospitality Management | July 5, 2022
University Park, PA - The International Council on Hotel, Restaurant, and Institutional Education (CHRIE) has named Donna Quadri-Felitti, Marvin Ashner Endowed Director and associate professor in the Penn State School of Hospitality Management, as recipient of the 2022 Stevenson W. Fletcher Award. The Stevenson W. Fletcher Award recognizes an individual educator, trainer, or administrator for outstanding achievement in contributing innovative ideas, methods or programs that have advanced teaching, learning or practice in the field of culinary, hospitality and tourism education. “This award is particularly meaningful to me, and I am ...
Building an Older, Wiser Workforce
PolyU’s School of Hotel and Tourism Management | May 23, 2022
Sad to say, hotel managers – unwittingly or not – often hold negative perceptions of older workers. People older than 50 make up less than a fifth of all hotel employees. Where does this apparent aversion to employing older people come from? As a vital first step in addressing the low employment rate of older people in this sector, BSc graduate Sau Yin Cheung and Assistant Professor Linda Woo of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University explored age stereotypes and job suitability assessments among hotel managers in Hong Kong. As well as putting age-related discrimination under the micro...
The Healing Power of Trust
PolyU's School of Hotel and Tourism Management | April 27, 2022
In today’s globalized world, more and more hotel firms are expanding their business overseas. Yet success in the international arena may not translate into success at home, warn Dr. Alice H. Y. Hon and Mr. Emmanuel Gamor of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. With skilled managers from overseas paid 10 times more than local employees, frontline and service-oriented hotel workers are feeling increasingly disillusioned. With service standards falling, how can multinational hotel corporations build harmony between their local and overseas employees? The answer lies in trust, say the resear...
A Little Incentive Goes a Long Way
PolyU’s School of Hotel and Tourism Management | May 26, 2021
With the right email marketing campaign, a hotel can thrive in an industry characterised by cutthroat competition, according to Dr Daniel Leung and Ms Megan Tsou of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. Drawing on the experiences of real-life Chinese consumers, the authors provide pioneering empirical evidence of how hotel firms can optimise their email advertising to attract and retain customers. By appropriately framing their price promotions and personalising their emails to suit travellers’ unique cultural backgrounds, hotels can regain a foothold in their weakened industry. This will...
Appointments/People on the Move
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