Dr Lisa Gao
Money or Miles for Frequent Flyers?
PolyU’s School of Hotel and Tourism Management | February 25, 2022
“CANCELLED”: The word no passenger wants to see on an airport display board. Failing to appease disgruntled clientele can seriously damage customer relationships. Dodging the kickback of service failures is therefore supremely important, especially when customers have already pledged their allegiance to a company – as have frequent flyers. But how should loyal customers be compensated? In an important recent study, Dr YooHee Hwang and Dr Lisa Gao of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and their co-author explored the best ways to regain customer loyalty after a service failure. The u...
Enliven Offerings With Social Media, Luxury Hotels Urged
PolyU’s School of Hotel and Tourism Management | February 23, 2021
23 February 2021 - Social media may be the best way for luxury hotels to tap in to China’s enormous consumer market, according to a groundbreaking study co-authored by Mr Xinhai Mou, Dr Lisa Gao of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author. The global luxury sector is growing, and in an era of information overload, platforms such as WeChat and YouTube enable hotel managers to bring luxury experiences vividly to life. Drawing on a sample of affluent Chinese consumers, the researchers show how luxury hotel managers can develop curated social media content to meet the needs of the...
