Perspective-taking—imagining situations from another person’s point of view—can help service workers navigate challenging interactions with difficult customers.

Tourism marketers are now branding destinations with a gender. What does this mean for their advertising strategies?

The hospitality industry is faced with an urgent task to rethink how best to attract and retain employees.

What does motherhood do to employees? New research shows how the hospitality industry can—and why they should—support working moms.

While robots might not be taking over the world any time soon, they’re rising stars in the restaurant industry.

If you don’t have anything nice to say, don’t say anything? New research says that this may not be the best for business.

When a home-sharing host’s initial interactions with guests reflect a personal touch, the trust established fortifies the relationship in the event of later service failures.

Melinda Hubbard offers concrete steps the financial services industry can take to ensure women are afforded equal advancement opportunities.

Observations of employees and customers in the service environment can positively impact customers’ understanding of a brand.

When hospitality employees look and play the part, customers and potential employees get a better sense of the brand.

Taking a rude customer’s perspective may help employees understand underlying motivation and mitigate consequences.

How do people associate gender traits with destinations? And do those traits vary with different cultural backgrounds?

When a crisis hits the hotel industry, hotel managers typically default to discounts as a means of recovery. Is that the right move?