After reading this chapter, you should be able to:

9.1   Recognize the importance of information to your guests.

9.2   Describe ways in which information embedded in the service product, setting, and delivery system provides value to the guests.

9.3   Explain how the service setting communicates information about the quality and value of the service experience.

9.4   Discuss the impact of the internet on communication with customers and employees.

9.5   Recognize the benefits of data analytics to cope with information overload.

9.6   State the types of problems that can occur when there is too much data.

9.7   Explain how the hospitality organization itself can be considered a large information-processing system.