Customer service is the key factor that will make or break businesses in the hospitality industry.
Christina Lesyk, a lecturer in the SUNY Canton School of Business and Liberal Arts, has co-authored “Where Did Our Server Go? A Case of Service Failure in a College Hotel Restaurant,” to be published in the Journal of Hospitality and Tourism Cases.
“The article is meant to present professional dilemmas, innovative ideas, best practices, and lessons learned from a hospitality and tourism standpoint,” Lesyk said. “The organizations most renowned for exemplary customer service plan for service failure and recovery. In hospitality, service is the product and today’s travelers are more experienced and demanding than ever.”
Lesyk is first author of the case study and collaborated with Eric A. Brown, Ph.D., her doctoral advisor at Iowa State University. Lesyk anticipates completing her Ph.D. in Hospitality Management in 2017.
The Journal of Hospitality and Tourism Cases is published by the International Council on Hotel, Restaurant, and Institutional Education.
Over the summer, Lesyk also developed and taught a series of Frontline Hospitality Promotion workshops to increase regional tourism and repeat visitation.
About SUNY Canton
SUNY Canton is Northern New York’s premier college for career-driven bachelor’s degrees, associate degrees and professional certificate programs. The college delivers quality hands-on programs in engineering technology, health, management and public service and recently received number one rankings in library resources, library services and tutoring services in the SUNY Student Opinion Survey. The college’s faculty members are noted for their professional real-world experience in addition to outstanding academic credentials. SUNY Canton OnLine offers hundreds of flexible and convenient courses as well as ten exclusively online bachelor’s degrees. The college’s 15 athletic teams compete as members of the NCAA Division III.