As Team Leader for a Major Hospitality Account at Your

Essay

As team leader for a major hospitality account at your agency, you can see that relationships with customers are being mismanaged. Surveys indicate that many have stopped trusting the hotel chain and no longer feel committed to the brand when traveling. A small number of customers added that they no longer trust the hotel to deliver a quality experience for their families. You are puzzled by all of this until you remember a helpful study on relationship management by your past professor James Grunig and his colleague Linda Hon. What kind of relationships would they advise you to build in order to save your hotel client, and how would those relationships look?