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The Once And Future Fastfood King. 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

Art Rey, a middle-aged general manager (GM) of a FastFood King franchise in a little town far, far away is something of a local legend. His store is renowned in the neighbourhood for its cleanliness, attention to detail and for providing friendly service – often by Art himself, who works tirelessly to ensure a ‘first class’ customer experience. Art has been awarded dozens of recognitions by FastFood King Corporation over three decades of employment, having started with the company as a fry cook when he was quite young. Art progressed through the ranks at the store level, holding many positions before reaching his present post of GM. He is now looking forward to imparting his years of hard-earned knowledge to younger employees and eventually to retirement. In this case study, Art is evaluating the on-the-job performance of a new manager.

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Acknowledgements

Acknowledgments

Brands and names are disguised to protect individuals and corporate brands. Case study is authored by Korey Rubenstein. Rouxelle de Villiers wrote the editorial commentary appearing at the end of this case study.

Citation

Rubenstein, K. and De Villiers, R. (2017), "The Once And Future Fastfood King. 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. 93-102. https://doi.org/10.1108/S1871-317320170000014016

Publisher

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Emerald Publishing Limited