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?

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

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.

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?