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2020 saw unprecedented swathes of holiday cancellations. The year COVID-19 hit was a tough one for hospitality and tourism firms, who were forced to make swift decisions about changes to their refund policies. However, no one could clearly envisage how those crisis-induced changes would impact customer loyalty and trust. In the first study of its kind, Dr Daniel Leung and Ms Christine Seah of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University looked at customer reactions to generous or self-serving refund policy changes, and whether these are shaped further by the magnitude of changes and the format in which refunds are offered. This inspiring work will help industry practitioners to optimise refund policy strategies in the future.
Both must work hand-in-hand to plan and implement strategies that create talent or leadership programmes, multi-functional experiences, and job rotations as part of experiential learning, says Daniel Leung, Country Manager, ACCA.
Daniel Leung and his family are just some of the Hong Kongers who decided to leave the territory for good in the last two years due to the political upheaval there. They are now in P.E.I.