An Examination into the Customer Service of U.S. Hospitality Programs in the Initial Stages

Abstract

The following study examines how hospitality programs in the United States utilize customer service as a recruiting tool when initially contacting a prospective student. To conduct the study, a high school junior sent letters requesting information to 155 hospitality programs. The mailed recruiting materials of 96 responding programs were analyzed for the initial response time, the completion of the information request, and the utilization of personalized and follow-up correspondence. After analyzing the materials of each program, 10 programs fully completed the student's information request in a personalized manner and are ranked based on response time and utilization of follow-up materials.

Department(s)

Hospitality Leadership

Document Type

Article

Keywords

hospitality industry, hospitality programs, CHRIE, hospitality education

Publication Date

2006

Journal Title

Consortium Journal of Hospitality & Tourism

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