Will Guidara
Restaurateur and author of Unreasonable Hospitality (2022), an account of building Eleven Madison Park in New York around giving guests more than they expect.
Who they are
Guidara's book is a memoir and should be read as one. It reports eighteen setbacks candidly and argues that exceeding expectations builds loyalty. The research on the service recovery paradox suggests that a generous response to a mistake lifts satisfaction but does not reliably bring customers back.
Key papers
Guidara, W. (2022). Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect. Optimism Press.
Key ideas
Sources
- Guidara, W. (2022). Read in full by this publication, with a reliability audit.