Sandy Chen, Ph.D.

似乎每天都有一个关于度假、旅游和旅行的新故事。 当旅行者在社交媒体上分享他们的每一段旅程时，有一件事已经变得非常清楚——消费者塑造了他们自己的体验。 在北京一家五星级酒店的工作经历，让Sandy Chen博士开始了她一生的工作——研究、写作和教学酒店业，重点研究客人如何影响他们自己的服务体验。

“Historically, researchers and practitioners have focused on the role of a service provider when addressing the issue of service quality but ignore the guest’s impact on service quality,” said Chen. “My work helps people look at the ‘other side of the coin’ by emphasizing the role of guests in service value co-creation. Service providers and researchers must not forget the fact that customers themselves have influence on their own service experience.”

Chen’s research offers an innovative way for service providers to improve service quality. “My work benefits not only the hospitality industry, but also all other service sectors,” she said.

In addition to her experience at the five star hotel in Beijing, Chen gained hospitality experience at Walt Disney World in Orlando before deciding to continue her education. While pursuing her graduate studies in hospitality administration and management at the University of Nevada-Las Vegas, Chen had an opportunity to conduct her internship with the Luxury Collection, a prestigious hotel brand of Starwood Hotels and Resorts Corporation in Chicago.