People who trust companies to take care of their needs are more likely to become repeat customers and forgive them if things go wrong – but what happens when factors outside their control cause trust to plummet? What can be done to recover that lost trust, and develop a more loyal customer base?
Hotels, and the hospitality industry at large, are an important case study in the wake of the COVID-19 pandemic. Prior to the pandemic, hotels were one of the more trusted industries in the US, and…
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