Do Masks Make a Difference in Customer Perception of Service Quality in Hotels and Restaurants?

Dr. Cihan Cobanoglu | December 16, 2020

By Dr. Cihan Cobanoglu As COVID-19 spreads person to person through respiratory droplets, U.S. Center for Disease Control and Prevention recommends that everyone wears a mask when they are around other people (CDC, 2020). As such, many companies have enforced mask wearing policy for their customers and employees (Markowitz, 2020). As a result, many people have started to use masks in the United States. It is noteworthy that while it is new to American culture, mask wearing is common in some Asian cultures (Beglin, 2020). [caption id="attachment_253344" align="aligncenter" width="974"] Figure 1: Type of service person and mask types used...