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QUIS 12: The 12th International Research Symposium on Service Excellence in Management (06/03)

I am at Cornell University, attending the QUIS 12 Conference. This afternoon’s keynote speakers are Gina Pingitore, Chief Research Officer at J.D. Power and Associates, and Stuart Greif, VP and General Manager of Global Travel and Hospitality Practice at J.D. Power and Associates. Their presentation was about guest satisfaction trend over the last 10 years. Better customer satisfaction means better customer retention, Word-of-Mouth effect, and the bottom line --- which is not new. One interesting point is that customer satisfaction is positively associated with the frequency of the customer’s positive interactions with a company’s associate.

In this blog, we discussed how people may skip the Front Office because they can use smart phones as hotel room keys and how travelers may skip the kiosk at the airport because they can use their smart phones as boarding passes. While technology brings in efficiency and accuracy, it may also “disable” the connections between customers and a company’s service staff. In that case, how can a service provider remain actively engaged with customers? I wonder if social media can be one of the solutions. What do you think?

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