If it ain’t Broke: 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 direct service representative persuades a family to switch service providers for their mobile phones to reduce costs and simplify the payment process. One family member later finds out that her phone is not compatible with the StayConnected (name disguised) network, rendering it almost useless until the problem is resolved.
Keywords
Acknowledgements
Acknowledgments
The case study is written by Kiran Dullabh and editorial comments are provided by Rouxelle De Villiers. Brands and names are disguised to protect individuals and corporate brands.
Citation
Dullabh, K. and De Villiers, R. (2017), "If it ain’t Broke: 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. 71-76. https://doi.org/10.1108/S1871-317320170000014012
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited