Linchi Kwok

Associate Professor at The Collins College of Hospitality Management

Linchi Kwok

Linchi Kwok publishes viewpoints and refereed articles in hospitality management and service marketing. His research work won several best paper awards at academic conferences. Linchi is now an associate professor at The Collins College of Hospitality Management at Cal Poly Pomona and a visiting professor at Sun Yat-Sen University. Before moving to Southern California, Linchi worked at Syracuse University, Rochester Institute of Technology, Texas Tech University, and Marriott.

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Insights by Linchi Kwok (64)

What can the hospitality industry expect from metaverse?

The metaverse help break the “walls” between humans and machines. Using avatars can “humanize” the robotic services that hotels offer. On the one hand, travelers preferring human interactions with real service staff would feel less reluctant to the automatic services provided by avatars.

Is hotel metasearch a distribution or advertising channel?

I am more inclined to see metasearch as a distribution channel because it has become more crucial in revenue generation. More consumers rely their purchasing decisions on searchable information on the internet.

What if Labor Shortage Is a Long-Term Threat to the Hospitality and Tourism Industry?

The U.S. economy finally shows signs of a strong recovery from the pandemic. Nevertheless, the surging delta variant cases, inflation, and the global supply chain disruption, among other concerns, add considerable uncertainty to the economic outlook.

Working with OTAs: The Indirect Distribution Dilemma

I agree with Peter that OTAs can be a good business partner for hotels and already a valuable distribution channel. Many hotels see OTAs as a necessary evil to survive in a tough time, primarily because of the high commissions they pay to OTAs.

Want your employees to voice suggestions when customers treat them poorly? The double-edged effects of felt trust

"The customer is not always right, but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel.
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