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...
One of the great things about the democratization of the Internet is that it allows users to share experiences and make recommendations about a product or service. This is especially true for platforms like Google, Yelp, Facebook and TripAdvisor. These channels allow regular, everyday users to post comments about...
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...
Because customer satisfaction can be one of the most – if not the most – important factors in the success of an organization, properly measuring it is critical. If not regularly measured, an organization could be missing some obvious reasons why sales are flat or why their percentage of...
Established and growing companies are often committed to some form of sales training in an effort to help their sales teams more effectively engage with and convert prospects. This makes sense, since revenue is the lifeblood of every commercial enterprise; if your organization generates enough, everyone – including management,...
Gone are the days when restaurants only focused on food, ambiance and customer service. Today, restaurants are not only a place to eat lavish cuisine, socialize and have a chat. Restaurants have become a place to work as well. Changes in how we work and where we work have...
Customer service is an integral part of any business. No company – regardless of its product or service – can flourish without service that puts the customer first. While customer service is vital, there are three industries that might surprise many in terms of valuing customer service. New Home...
While new technologies and the latest fad may get most of the headlines, customer care has also evolved in a variety of industries, especially in the restaurant game. Many independent restaurants and restaurant groups have elected to provide the best overall guest experience as a key differentiator, thus putting...
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...
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...
