Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management

Abstract

Rules are not always followed. If rules are broken, there may be a valid reason. Staff charged with maintaining order must be encouraged to identify the reason for the violation and provide creative solutions. An example of such a situation occurred when a German high-speed train passenger prebooked a seat for his return trip on a southbound train from Hannover to Stuttgart. After claiming his seat, he walks away to buy a cup of coffee for the long trip. Upon returning, he finds a young father with a baby occupying his seat. Although sympathetic to the young father’s needs, the tired passenger paid for the seat for the five-hour trip and he would like what is his. After the young father refuses to move, the passenger calls the conductor for assistance. How should the conductor respond?

Citation

Niemz, R. and Chen, P.-J. (2017), "Dilemma in a High-Speed Train: 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. 133-138. https://doi.org/10.1108/S1871-317320170000014023