The importance of first contact - what's a smile worth?

Robert Passikoff and Frank Mulhern

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience.

The importance of first contact – what's a smile worth?

Robert PassikoffBrand Keys, Inc., United States

Frank MulhernNorthwestern University, United States

ABSTRACT

This paper describes an innovative approach to establishing financial values for each...

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