Kennedy, Doug2019-04-012019-04-012019-03-20http://hdl.handle.net/10919/88777When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others."enIn CopyrightArticle