Currently working on a marketing plan for a mom and pop restaurant location.
In AirBnb times, flaws in customer service will surely be more seriously penalized than before.
I think the hospitality industry is one of the most sensitive industries; action-reaction theory and interdependency are omnipresent. And directly effects Trust.
Examples from a personal view: False advertising, hidden cost, unfulfilled promises, unprofessional behaviours occurrence with relation maturity and lack of honesty...
Rania Jelassi I totally agree with you, falsely advertising much as could bring short term gains can result to lack of trust and is very detrimental to the industry; I also agree with all the other points hidden costs, unfulfilled promises ... are so true.
I know trust is very valuable and can be seen as a currency, it takes a lot of time to rebuild when broken. As an example I could add undercutting others, terror or threats of it; under delivery on promises etc.
Trust is in fact seen as a major key strategy in hospitality. But the money craving tend to blur those goals and makes some, think it is actually OK "this one time". In the other side this kind of opportunistic behaviour has immediate tangible interest which makes them more appealing and addictive as the long-term benfit of honesty.
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