Why Service Standards Matter & A Time-Test Best Practice for Restaurateurs

In a 2018 study published by Cornell Hospitality Quarterly, the guest-server exchange (GSX) model was replicated to include guest revisit intention as an intermediary between food and service sales and guest satisfaction (Susskind, Kacmar, & Borchgrevink, 2018). The GSX model focuses on the relationship between frontline employees’ performance, guest...

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How Boutique, Lifestyle and Soft-Brand Hotels Deliver Exactly What the Customer Wants

The saying “the customer is always right” has been around for more than 100 years, originally coined by Harry Gordon Selfridge, the founder of London-based Selfridge’s department store (there’s also an entertaining television show, Mr. Selfridge, that chronicles the founding of the store, starring Jeremy Piven, in case anyone’s...

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How Technology Enables Personalized Customer Engagement

Historically, good customer service was delivered in person, over the phone or via reliable correspondence such as printed letter or email. Customers were satisfied with these expectations and believed they could interact with product or service providers easily in order to have questions answered or resolve issues. Today, these...

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The 5 Things Business Travelers Say Really Matter to Them

Business travelers are unlike leisure travelers who vacation with their families and primarily use hotel rooms as a place to sleep between sightseeing excursions. Business travelers are a special breed, sort of like Marines on a mission; they’ve got specific tasks and they only care about accomplishing them with...

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