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Hospitality Administration and Management Commons™
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Full-Text Articles in Hospitality Administration and Management
Reconsidering Services Marketing As A Discipline, Mark S. Rosenbaum, German C. Ramirez
Reconsidering Services Marketing As A Discipline, Mark S. Rosenbaum, German C. Ramirez
Journal of Global Hospitality and Tourism
This viewpoint suggests that foundational theories and concepts which characterize the services marketing discipline may no longer be valid due to the global pandemic. The authors discuss the impact of the Great Resignation on both consumers and organizations and posit that many consumers now accept lower levels of service offerings and performance. They further question whether organizations will ever return to pre-pandemic service levels. Further, the authors contend that the discipline’s focus on employee-customer relationships has now shifted to customer-technology exchanges and that human interactions, in many service exchanges, are diminishing in importance. The authors put forward future research questions.
Strategic Event Planning In Hospitality: The Need To Recommit, Post Covid, Nancy Hutson
Strategic Event Planning In Hospitality: The Need To Recommit, Post Covid, Nancy Hutson
Journal of Global Hospitality and Tourism
This viewpoint suggests that recharging the hospitality industry in post-pandemic world is a critical issue. The author discusses several steps towards having a strategic event plan in place within hospitality establishments, that can strive to regain, and potentially surpass, pre-Covid attendance and profits. These steps include (1) understanding who the guest currently is and who we want to encourage for further visits, (2) knowing the current market and what events might stimulate the attendance, and (3) identifying when an event is needed to boost visitation and profitability. The author also puts forward several research questions throughout the viewpoint.