Meng-Mei (Maggie) Chen

Assistant Professor at Ecole hôtelière de Lausanne

Meng-Mei Chen

Dr. Meng-Mei Chen (Ph.D., University of Surrey, the UK) is an Assistant Professor in Marketing at the Ecole hôtelière de Lausanne, Switzerland (University of Applied Sciences of Western Switzerland). She is an expert in the hospitality and tourism industry, and stays close to industry practitioners through consulting projects and presentations in international conferences. Dr. Chen’s research interests include online customer decision making processes, digital marketing, mobile marketing, distribution channel marketing, and consumer behavior. 

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Insights by Meng-Mei (Maggie) Chen (13)

Shifting the Hospitality Service Paradigm in Difficult Times

A few years ago, Marriott had a commercial link with a storyline about an elderly lady who stayed in a Marriott hotel because she just lost her house during a mountain fire and needed time to reflect and think about her future.

Is Personalization in Hospitality Dead or Alive?

Personalisation isn't dead, but its evolution is far from its final form. There are pockets of personalisation occurring today during the customer experience, such as; pre-arrival upselling offers; geo-location and guest segmented pricing strategies, to name a couple of popular trends.

Wholesale distribution is poisoned: Could an OTA be the antidote?

When I've started to work in the online distribution in 1999 by my boss and guru Pancho Mazza (r.i.p.) told me: the customer on the Internet is transitional. This is still THE thing.

Attribute Based Shopping - A blessing or a bane?

Where ABS could be a game changer is in search, recommendations and in pricing. Too many are focused at how this can be a method to sell ancillary revenue, like the airlines did. But the application in hotels could be totally different.

Airbnb, Expedia, Google: 4 Lessons the Hotel Industry Can Learn from The Digital Giants

2017 marked the 10th anniversary of Airbnb's creation and the digital giant celebrated its rapid expansion by releasing its strategy roadmap aptly dubbed "Airbnb For Everyone" with a slew of new types of accommodation topping their original offer.
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