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“They’ve had to basically adapt and change their entire business model,” says Yang Yang, an associate professor in the School of Sport, Tourism and Hospitality Management (STHM) at Temple University. This index helps ensure that the hospitality industry remains flexible and adaptable when faced with uncertainty.”
Given the overall time the industry has had (over 18 months) to regain their “sea legs” in delivering a great customerservice experience. We can no longer expect the travelling customer to willingly accept the excuses around supply chain issues and labor shortages.
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