Now showing items 1-2 of 2
Improving Service: Managing Response Time in Hospitality Operations [Summary]
(Virginia Tech, 2020-11-15)
Several points are suggested through this study for the service improvement to operators. Managers should acknowledge the importance of service response time that impacts customer attitudes and behaviors. Response time ...
Crisis management and recovery: How Washington, D.C., hotels responded to terrorism [Summary]
(Virginia Tech, 2020-11-01)
As the study found out, hospitality industries should prepare a plan against the crisis based on crisis management skills. For hotels, they must prepare a plan for dealing with malevolence-based crises. They need to assess ...