"The service gap model is a foundation of hospitality service," Mattila said. "The idea is that there are different gaps between the customer's expectations and their perceptions of the service ...

Accents play a powerful role in shaping perception, building trust and creating a sense of connection between customers and ...

Products and services The hospitality industry is a service industry ... Services are provided to meet the needs of the customer and to improve their experience. Customer care Customer care ...

Babak Taheri, Ph.D., published research looking at how the hospitality industry can use service design to market to an aging customer base.

Travel South Dakota, in partnership with the South Dakota Retailers Association, will host its annual Spring Customer Service Seminars (formerly Spring Hospitality Training) from May 12-15 in seven ...

Designing and delivering exceptional customer experiences requires innovative professionals with a deep understanding of business, technology, and service. Our hospitality management program is global ...

Samantha Phillips is booking a future in hotel leadership. Phillips, a graduating hospitality and tourism management major from Avon, N.Y., has been selected for Marriott International’s prestigious ...