Dr Ho Kwon Ping, Founder and Executive Chairman of Banyan Tree Holdings, was honoured with the APacCHRIE Lifetime Achievement Award by the Asia-Pacific Council on Hotel, Restaurant, and Institutional Education (APacCHRIE) at a ceremony held at Sofitel Nusa Dua, Bali, Indonesia on 2 June 2017.
Marketing research shows that customer relationship management can reduce consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident.
Journal of Hospitality & Tourism Research, Volume 44, Issue 2, Page 171-177, February 2020.
The success of hospitality brands relies heavily on employees, collectively, to transform the tacit brand promise and unique brand values into a coherent brand experience for their guests. Thus, employees are likely to develop a sense of community that coalesces around brand values.