The Essentiality of Service Quality


By Jessie Kim The fragile state of the hospitality industry, bearing the many cracks of high turnover, labor and skills shortages, has been further strained by the lasting effects of the initial coronavirus outbreak and persisting climate of uncertainty. Within the United States, revenue per available room fell by 11.6 percent, while restaurant spending declined by a third in March of 2020 (Duarte Alonso, et al.). The overall structural integrity of the hospitality industry poses great insecurity and vulnerability for hospitality workers, especially the disadvantaged younger and women demographics (Baum, et al.).     The coinciding issue of declining guest service [...]