The Service Recovery Paradox. Does It Really Exist?

In an article just published in Hotelexecutive.com, Simon Hudson discusses the service recovery paradox. Some researchers have suggested that customers who are dissatisfied, but experience a high level of excellent service recovery, may ultimately be even more satisfied and more likely to repurchase than those who were satisfied in the first place. This idea has become known as the service recovery paradox. Simon’s article discusses the paradox and reports on a research study conducted in Spain, where he (in partnership with researchers at the University of Las Palmas de Gran Canaria) found that hotel customers who had experienced a recovery encounter, did indeed perceive a higher level of service quality. But given the mixed opinions on the extent to which the recovery paradox exists, Simon suggests that ‘doing it right the first time’ is still the best and safest strategy in the long run. See the full article at:

http://hotelexecutive.com/business_review/3404/the-service-recovery-paradox-does-it-really-exist

Due South

Simon Hudson pictured with a Canadian Mountie in New York. Simon was attending the Canadian Media Marketplace in New York this week trying to persuade Canadians to travel 'due south'. Canadian travelers are important to South Carolina – nearly a million Canadians visit South Carolina every year with over half spending one night or more in our state.

Simon Hudson in the Badlands

Simon Hudson was in the Badlands of Canada this week, speaking at a tourism industry conference. For more about Simon’s trip read the article: “Tourism expert talks about bringing Badlands to the centre stage.”

Take a vacation: it’s good for your health!

In an article just published in Medical Tourism Magazine, Simon Hudson discusses how vacations can make a significant contribution to quality of life.  Even the simple act of planning a holiday can lead to increased happiness. Read more at: http://www.medicaltourismmag.com/article/travel-the-new-prescription.html

Simon Hudson, pictured with Bill Boineau, Mayor of Aspen Snowmass, and former student at the University of South Carolina. Boineau attended USC back in the late 70s, and has been a popular mayor of this beautiful Colorado ski resort since 2008. Simon was in Aspen to attend the 40th Anniversary of the National Brotherhood of Skiers, a gathering of some 2,000 African American skiers. One of Simon’s research interests is minority participation in sport tourism, and he is looking at the ways destinations are appealing to minority groups. His team has just submitted a grant proposal to explore the ways of attracting African American tourists to South Carolina. 

Simon discussed the keys to tourism growth in South Carolina on Tuesday, February 12, 2013 at Delaney's Speakeasy at the monthly EngenuitySC Science Cafe.  The article can be seen at:

http://www.dailygamecock.com/index.php/component/k2/item/6016-expert-talks-keys-to-tourism-growth-in-sc

Center in the news

February 9, 2013

Simon was interviewed by Andy Burns of ABC News Columbia on Monday February 9th.  In the interview, Simon discusses the potential for tourism growth in South Carolina, particularly the opportunities for cultural and historic tourism.  The interview can be seen at:
http://www.youtube.com/watch?v=0O5EudXxdYQ&feature=youtu.be