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A Clean, Mean, Broken Machine: 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

Jamie hires a carpet cleaner from the supermarket, but the vacuum doesn’t work, so he returns it. However, he and his flatmates are now unable to clean their carpet, which means they fail their final flat inspection and subsequently lose a part of their bond. He receives a refund for the product rental, but is still out of pocket with regard to the flat bond, and is also a bit disillusioned by the poor service he received in-store.

Keywords

Acknowledgements

Acknowledgments

Brands and names are disguised to protect individuals and corporate brands. Case study is written by Tom O’Hara and editorial comments are provided by Rouxelle de Villiers.

Citation

O’Hara, T. and De Villiers, R. (2017), "A Clean, Mean, Broken Machine: 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. 85-92. https://doi.org/10.1108/S1871-317320170000014014

Publisher

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Emerald Publishing Limited

Copyright © 2018 Emerald Publishing Limited