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Dr. Meng-Mei Chen (Ph.D., University of Surrey, the UK) is an Assistant Professor in Marketing at the Ecole hôtelière de Lausanne, Switzerland (University of Applied Sciences of Western Switzerland).

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Shifting the Hospitality Service Paradigm in Difficult Times

A few years ago, Marriott had a commercial link with a storyline about an elderly lady who stayed in a Marriott hotel because she just lost her house during a mountain fire and needed time to reflect and

Airbnb, Expedia, Google: 4 Lessons the Hotel Industry Can Learn from The Digital Giants

2017 marked the 10th anniversary of Airbnb's creation and the digital giant celebrated its rapid expansion by releasing its strategy roadmap aptly dubbed "Airbnb For Everyone" with a slew of new types

Generating a proper understanding of data with the aim of orienting the future of the business is paramount for gaining competitive advantage and superior customer value, write Alessandro Inversini and Meng-Mei Chen of the Ecole hôtelière de Lausanne.

Luxury Hotels: What's Their Digital IQ?

According to New York-based consulting firm Gartner L2, Four Seasons, Hilton, The Ritz-Carlton and Fairmont account for some of the smartest hospitality groups online. The firm released its annual report