By Quendrida Whitmore, Ed.D., Quendrida Whitmore Coaching & Consulting Hospitality is a multi-billion-dollar industry commonly identified with hotels, travel, and care sectors. Hospitality and customer service connect with aspects crossing both segments. For example, numerous companies call their customers guests, striving to provide exceptional service driving profits and revenue. Over the last few years, however, […]
By Jochen Wirtz, Professor of Marketing, National University of Singapore; Werner H. Kunz, Professor of Marketing, University of Massachusetts; and Stefanie Paluch, Professor of Marketing, RWTH Aachen University The Service Revolution has begun The Industrial Revolution, started in the late 18th century, dramatically increased our standard of living by making high-quality, low-cost manufactured goods available […]
By Michael Oshins While classroom interactions, readings, group projects and homework can help students develop new insights and understanding, nothing beats experience for the ultimate learning opportunity. With that in mind, Boston University’s School of Hospitality Administration developed Tourism in China, a class that strikes a balance, with classroom learning provided for the first seven […]