Weightlist Episode 30 – The Campus Visit: Towards a Customer Delight Model

Campus visit programs are often the biggest influence point for prospective students. What can enrollment managers learn from research in the hospitality field that might inform how to wow campus visitors? Thom and Brad chat with Dr. Edwin Torres, Associate Professor in the Rosen College of Hospitality Management at the University of Central Florida, about the importance of understanding a prospects zone of tolerance and why customer delight is replacing satisfaction as the standard measure in the field.