FBA Salon Series on Tourism+

Enhancing Customer Experience: Strategies for Personalizing Service in Hospitality

Date: 24 April 2024 (Wednesday)
Time: 13:00-14:00
Venue: E22-1029 Hospitality Lab
Moderator: Prof. Faye CHEN

Soey Sut Ieng LEI
Assistant Professor



Personalization is commonly practiced in the hospitality industry as a means of addressing criticisms regarding imitable hospitality products and services. However, personalization attempts are not always successful. Past research has primarily focused on the impacts of personalization, leaving a gap in understanding how personalized service should be crafted. Drawing from empirical findings, this session will discuss potential strategies to implement personalization effectively in hospitality service settings. The discussion will encompass both service providers’ and customers’ perspectives and emphasize context-specific insights. The implications draw practitioners’ attention to avoid standardizing personalized services.

Short Bio

Dr. Soey Lei received her PhD degree in Hotel and Tourism Management from The Hong Kong Polytechnic University. Her current research focuses on service innovation and information technology in tourism and hospitality. Her work has been published in journals such as Tourism Management, Annals of Tourism Research, and International Journal of Hospitality Management. Dr. Lei currently serves as an editorial review board member for Annals of Tourism Research, Journal of Hospitality and Tourism Research, Journal of Vacation Marketing, and International Journal of Tourism Cities.

All are welcome!