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Book part
Publication date: 28 November 2017

Arch G. Woodside

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Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Book part
Publication date: 28 November 2017

Yang-Su Chen and Po-Ju Chen

A British Airways flight crew arrives after a long flight from London to Chicago to find their hotel rooms are not ready for check-in. The front-desk agents tell them that the…

Abstract

A British Airways flight crew arrives after a long flight from London to Chicago to find their hotel rooms are not ready for check-in. The front-desk agents tell them that the hotel is overbooked. The flight crew is asked to wait in the hotel lobby for more than one and a half hours while housekeepers prepare their rooms. Upon returning to London, the pilot complains to British Airways. What should the hotel have done differently to avoid complaints?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Cheng Zhang and Po-Ju Chen

When a senior field journalist attempts to cover super typhoon Haiyan in the Philippines, body guards were assigned to protect end-up obstructing. Disagreements between the news…

Abstract

When a senior field journalist attempts to cover super typhoon Haiyan in the Philippines, body guards were assigned to protect end-up obstructing. Disagreements between the news team and security team followed. The teams had different opinions regarding how situations should be handled. The clients were not satisfied with the services provided by the security, while the security felt the clients failed to understand safety considerations. What should the security company have done to ensure safety while supporting the news team’s objectives?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Jiangeng Yeh and Po-Ju Chen

An existing customer goes to his bank to apply for a debit card. The bank required that the customer provide additional supportive documents and complete a pending procedure…

Abstract

An existing customer goes to his bank to apply for a debit card. The bank required that the customer provide additional supportive documents and complete a pending procedure. However, after two visits, the employee failed to inform the customer of the additional procedure that should be completed. With multiple visits to the bank to complete the application, the customer filed a complaint. What should the bank do?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Eusebio C. Leou and Po-Ju Chen

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…

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.

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 15 July 2009

Po-Ju Chen and Dana V. Tesone

This study identified differences of work values between two types of hospitality workforce members: hospitality industry practitioners and hospitality student/practitioners. A…

Abstract

This study identified differences of work values between two types of hospitality workforce members: hospitality industry practitioners and hospitality student/practitioners. A total of 398 nonstudent practitioners were randomly selected from various hospitality organizations to participate in this study. There were 828 student practitioners included in the data collected from a hospitality management college. Fifteen values were identified along with their hierarchical order. Three-dimensional work value structure shared by hospitality-major student/practitioners and industry practitioners were revealed. They are: General Work Values, Management Work Values, and Hospitality Work Values. The differences of the three dimensions among the four categories of student practitioners and industry practitioners were identified. Furthermore, work values were found to differ by gender. Implications are drawn for industry managers as well as educators.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84855-675-1

Book part
Publication date: 28 November 2017

Tara Redding and Po-Ju Chen

A customer orders two bowls of soup at a Neighborhood chain restaurant and after paying is informed that the store is out of one of the soups. The customer refuses a different…

Abstract

A customer orders two bowls of soup at a Neighborhood chain restaurant and after paying is informed that the store is out of one of the soups. The customer refuses a different variety of soup and insists she needs the original soup choice. The soup will be available again in one hour. What should the Neighborhood chain restaurant do?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Irini L. F. Tang and Po-Ju Chen

A family of three pays a premium to upgrade to Concierge Class cabins for a cruise vacation. After setting sail, they decide to add a shore excursion (sight-seeing option) to…

Abstract

A family of three pays a premium to upgrade to Concierge Class cabins for a cruise vacation. After setting sail, they decide to add a shore excursion (sight-seeing option) to their vacation package. Upon making their way to the Concierge Desk, they are told that excursions are an “add-on” service provided by a third party company. The family felt that the butler service provided for Concierge Class passengers had overlooked sharing this information. The misunderstanding results in dissatisfaction with the premium Concierge services as well as the whole vacation experience. What should the cruise line company do?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Anna Hammersh⊘y and Po-Ju Chen

A group of tourism and hospitality students from a Danish university were on a study trip to Dubai, United Arab Emirates. During a company site visit, their program was disrupted…

Abstract

A group of tourism and hospitality students from a Danish university were on a study trip to Dubai, United Arab Emirates. During a company site visit, their program was disrupted by an unexpected extra speaker following an unplanned social event. The Danish group leader decided to stay with the original program even if it meant declining the hospitality of their hosts.

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

Book part
Publication date: 28 November 2017

Rachel A. Jared and Po-Ju Chen

Customer goes online in order to cancel Wowiesatisfy (name disguised) membership after receiving an email from them on February 1st. Upon receiving a cancelation confirmation that…

Abstract

Customer goes online in order to cancel Wowiesatisfy (name disguised) membership after receiving an email from them on February 1st. Upon receiving a cancelation confirmation that her account has been deactivated, she again receives an email from them on February 2nd letting her know that her monthly boutique is ready and that she has 24 hours to either skip the month, or she’ll be charged her monthly membership fee of $39.95. The customer calls Wowiesatisfy customer service in order to resolve the problem and they assure her that her membership has been canceled. On February 5th, the customer’s bank account shows a charge of $39.95 to Wowiesatisfy. What should the company do?

Details

Trade Tales: Decoding Customers' Stories
Type: Book
ISBN: 978-1-78714-279-4

Keywords

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