The Impact of Crisis-Induced Changes in Refund Policy on Consumers - HK Poly Study
Hospitality Net
APRIL 26, 2023
2020 saw unprecedented swathes of holiday cancellations. The year COVID-19 hit was a tough one for hospitality and tourism firms, who were forced to make swift decisions about changes to their refund policies. However, no one could clearly envisage how those crisis-induced changes would impact customer loyalty and trust.
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