DRIVE THRU
Rewriting the Rules
By Daniel J. Connolly, Ph.D., Dean of the School of Business, St. John Fisher University;
Jungsun Kim, Ph.D., Associate Professor, William F. Harrah College of Hospitality, University
of Nevada, Las Vegas; and Robert Firpo-Cappiello, Editor-in-Chief, Hospitality Technology
title
Academic partner
underwriters
Our survey of hospitality customers delivers
critical insights to restaurant and hotel operators and suppliers about what today’s guests want, including:
• How customers discover and select restaurant
and hotel brands
• What guests truly expect from loyalty programs
• How the labor crisis has directly affected customers’ experiences and habits
• New guest preferences around making payments,
ordering food delivery, and using branded apps
• What customers really think of automated solutions
such as voice/AI, kiosks, and robotics
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