Dr. Lohyd Terrier
What Hospitals Can Learn From the Hospitality Industry – The Strategic Perspective
EHL | August 19, 2024
A strategic look at what hospitals stand to learn from their neighboring industry, hospitality. Though serving different purposes, both sectors share potential success factors. In terms of developing a stronger sense of customer satisfaction for the patient, many lessons can be learnt from analysing what hospitality strives to do well. Some parallels between hospitals and hospitality At first sight, the healthcare and hospitality industries appear to be miles apart. However, a closer look reveals many parallels between the two - and these are not limited to the common Latin root of the words hospital and hospitality. The core mission of a...
Key Steps to Promoting Mental Serenity in the Hospitality Workplace
Dr Stefano Borzillo | April 27, 2023
By Dr. Stefano Borzillo, Dr. Lohyd Terrier, Nicolas Quoëx An ongoing study based on qualitative interviews with 25 EHL students in their final year of bachelor's studies (i.e., Gen Z) - each with at least one year of practical experience in the hospitality industry - reveals a perceived culture of workplace incivility within the hotel industry. Workplace incivility refers to “low-intensity deviant behavior with ambiguous intent to harm the target, in violation of workplace norms for mutual respect." "Uncivil behaviors are characteristically rude and discourteous, displaying a lack of regard for others” (Anderson & Pearson, 1999)...
