To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
Two hotel guests repeatedly took food from various breakfast buffets every morning before starting the daily tour. Not only is this considered a violation of etiquette, it also violated the hotel restaurant policy. Following complaints from other tour group members, and a polite but firm request from a hotel restaurant manager to address the unacceptable behavior, the tour guide was faced with a dilemma. As the offenders were, after all, his customers, the guide risked offending his clients by asking them to respect hotel policy. If he did nothing, the tour guide risked the appearance of ignoring the other clients who adhered to proper etiquette and felt embarrassed by association. He also risked damage to his reputation as a tour guide, as well as damage to the professional relationship between his employer and the hotel if he did not act.
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Acknowledgements
Acknowledgments
The author appreciates the editorial direction provided for revising this study by Po-Ju Chen. The case study was written by Euebio C. Leiou. Po-Ju Chen wrote the editorial commentary at the end of this case.
Citation
Leou, E.C. and Chen, P.-J. (2017), "To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 111-117. https://doi.org/10.1108/S1871-317320170000014019
Publisher
:Emerald Publishing Limited
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