Cass Shum (Hospitality) and Ankita Ghosh, '20 Ph.D. Hospitality, received the Best Paper Award at the West Federation CHRIE 2026 Conference in Las Vegas for their research titled "Breaking rules won't stop them from hurting you: How and when pro-customer rule-breaking provokes customer mistreatment." The research suggests that even when employees break rules to address customers' requests, they may still face high levels of customer mistreatment due to perceived injustice from other customers.
