How to Avoid Being a Captive Customer to Your Property Management System Provider
I recently came across an interesting article outlining a recent study by Jie Yu Kerguignas, Olivier Furrer, and Ikèle Landry exploring the phenomena of Customer Captivity in the hospitality industry. According to the authors, customer captivity occurs when customers become dissatisfied with a service relationship but feel like they dont have the ability to alter or leave the relationship, "due to a perceived need for the service and a lack of alternatives." A sense of captivity can i...
Jie Yu Kerguignas Olivier Furrer Pod Hotels Do Your Vendor Research First Hotels Showboat Hotel Atlantic City
Source: hospitalitynet.org