Hyatt tells guests to expect "random acts of generosity"

06/22/2009 | NYTimes.com

The power of gratitude can be strong, and customers who are made to feel grateful can become extremely loyal, according to an upcoming paper on the subject. At least one hotel chain, Hyatt Hotels, is picking up on the message, offering what its CEO, Mark Hoplamazian, calls "random acts of generosity," such as picking up the tab for guests' spa services or bar drinks at the hotel.

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