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It is not about Compensation: Resolving Customer Complaints in Hospitality Management

Trade Tales: Decoding Customers' Stories

ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7

Publication date: 28 November 2017

Abstract

A vegan purchased some vegetarian dishes at a restaurant to take home. When the family started eating the food, the daughter discovered clams in the soup. She called the restaurant but was treated rudely. When she went back to the restaurant, she received no apology from the staff at the restaurant. Because she complained, she was suspected of trying to cheat by adding clams in order to get a discount. Eventually, she was offered a discount by the manager, but she refused it.

Keywords

Acknowledgements

Acknowledgments

The author appreciates the editorial direction provided for revising this study by Tzung-Cheng (T. C.) Huan, National Chiayi University. The author of the case study is Tze-Jen Pan, Department of Hospitality Management, National Penghu University of Science and Technology, Taiwan. Tzung-Cheng (T. C.) Huan is the author of the editorial commentary appearing at the end of this case study.

Citation

Pan, T.-J. and Huan, T.-C.(.C.). (2017), "It is not about Compensation: Resolving Customer Complaints in Hospitality Management", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 7-13. https://doi.org/10.1108/S1871-317320170000014002

Publisher

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Emerald Publishing Limited