Dubai, TripAdvisor's impact on the hotel industry
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Paul Jones, CEO of LUX* Resorts and Hotels speaks to NUS Business School Professor Jochen Wirtz about the impact of ratings website TripAdvisor on approaches to service in the hotel industry.
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This video accompanies Ron Kaufman’s and my research featured in Harvard Business Review – see https://hbr.org/2016/04/revolutionizing-customer-service .
If you are interested to learn more, download:
>> download the full case study on LUX* Resorts & Hotels -- http://bizfaculty.nus.edu/media_rp/publications/ZT7VA1457920908.pdf
>> download the Working Paper -- http://bizfaculty.nus.edu/media_rp/publications/GynMI1457055122.pdf
We hope you enjoy these additional materials and find them useful.
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