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The Challenge is to be Customer-Oriented! 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

Angela is a UK tourist doing masters in tourism management (MTM). She has selected a small–medium-size hotel in Kefalonia, Greece, for her summer holidays. It is a 4-star hotel. The interior design of the hotel is very impressive and the services are promoted as of high quality, especially for targeted VIP guests. However, the circumstances today are very difficult to manage a small hotel with view rooms for customer groups seeking premium services. The economic and social crises have affected the Greek economy and are negative impact factors for small and middle-size enterprises (SME). Our guest Angela was not satisfied with the first lodging that she had selected until a new event happened.

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Acknowledgements

Acknowledgments

The author appreciates the editorial direction provided for revising this paper by Tzung-Cheng (T. C.) Huan, National Chiayi University. Tzung-Cheng (T. C.) Huan is the author of the editorial commentary appearing at the end of this case study.

Citation

Vassiliadis, C.A. and Huan, T.-C.(.C.). (2017), "The Challenge is to be Customer-Oriented! 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. 21-26. https://doi.org/10.1108/S1871-317320170000014004

Publisher

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Emerald Publishing Limited