"hospitality" news and stories

At Cornell University, The Center for Hospitality Research has released a study on communicating complaints, showing that the severity of complaints at restaurants often corresponds with the way in which people give the complaints. The study confirms what you probably guessed -- that the harshest complaints are frequently given face-to-face, though some people offer such complaints via written letters as well.

Additionally, study respondents reported that issues relating to food and food service were the "worst failures" that a restaurant could have. Researchers therefore found it "puzzling" that respondents also said that complaints about factors that unrelated related to food or service (such as atmosphere) were the main factors in determining whether a customer would choose to never return to a certain establishment. Though I might not speak up about it, I think a hair in my food or something is the number one thing that would prevent me from returning somewhere, you?