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A vegan purchased some vegetarian dishes at a restaurant to take home. When the family started eating the food, the daughter discovered clams in the soup. She called the restaurant but was treated rudely. When she went back to the restaurant, she received no apology from the staff at the restaurant. Because she complained, she was suspected of trying to cheat by adding clams in order to get a discount. Eventually, she was offered a discount by the manager, but she refused it.

Angela is a UK tourist doing masters in tourism management (MTM). She has selected a small–medium-size hotel in Kefalonia, Greece, for her summer holidays. It is a 4-star hotel. The interior design of the hotel is very impressive and the services are promoted as of high quality, especially for targeted VIP guests. However, the circumstances today are very difficult to manage a small hotel with view rooms for customer groups seeking premium services. The economic and social crises have affected the Greek economy and are negative impact factors for small and middle-size enterprises (SME). Our guest Angela was not satisfied with the first lodging that she had selected until a new event happened.

Wang Hui booked an electronic ticket on Eyesjuant (name disguised) from Guangzhou to Beijing for a flight departing at 2 pm. However, when he arrived at the airport, he could not check in and was informed that there was no booking information for him on the file. He called the customer service representative of Eyesjuant. The representative told him that his booking had been sent to the airlines again and he would be able to check in at this point. When he returned to the counter, there was still no booking information. With only one hour before the plane was scheduled to take off, he again made the phone call asking Eyesjuant for help to solve this problem. What should the Eyesjuant’s service representative do?

Our supplier sends us wrong screws for the production of goods that our client needs. Due to the deadline we had agreed with our client, there was no time for us to find a new supplier. So we in Thailand requested the supplier, in question, in China to rectify their mistake by sending us the correct screws that we urgently need. At first they declined, but after I proved that it was their mistake, they grudgingly complied with my request.

Thousands of young people traveled to London to attend their favorite “High Ten” world famous pop girl band performing in the O2 Arena. Ten minutes before show time the organizers informed the fans that the concert was canceled due to Alyssa’s, one of the four-piece band singers, sudden illness. The disappointed fans were instructed to leave the venue and wait for a news release on the following day.

Customer’s lawsuits for alleged harm done from experiences with products and services are frequently attacked as frivolous by some elected government officials and company executives. “Tort reform” legislature is an attempt to weaken consumers’ abilities to successfully receive redress in the legal system for alleged harms experienced from products and services. Critics of “tort reform” refer to new legal restrictions against lawsuits as “tort deform.” The movie documentary, Hot Coffee, presents three detailed case studies relating to tort reform (deform). Take 2:28 minutes to watch the trailer of the movie at https://www.youtube.com/watch?v=bBKRjxeQnT4. Doing so is a useful preparation for interpreting the following case reported in this chapter. A mother drove her daughter to Wonder’s Best Burger for an apple pie and a hot chocolate. After the mother got the food, she returned to her car and gave it to her daughter. The kid was excited, so she immediately opened the hot chocolate. Unfortunately, a tragedy occurred as the hot chocolate scalded her. The mother, holding her daughter, rushed into Wonder’s Best Burger and argued with an employee about her kid being scalded.

A customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected fraud. On his return, the customer demanded a written apology from Xtrip to restore his reputation. What should the company do?

George is the new president of a secondary hospital in Greece. As an intensive economic crisis has been occurring for many years, he has to make difficult decisions regarding how he can effectively reorganize the hospital. George is asked to investigate the current health environment and choose what changes he considers best.

There was a mistake relating to a roaming network service package that my sister bought from one of the telephone networks in Thailand. She paid 2,000 Baht (the Baht is the currency of Thailand) for this package. She and her friends were going on a self-“guided” and organized tour to Japan and wanted to use the internet as an integral part of travelling. She or her friends did not speak Japanese. Unfortunately, the internet did not work using that roaming package. Not having roaming facility greatly affected the travelling quality of my sister’s vacation trip to Japan. It also completely messed up her itinerary. My sister used hotel Wi-Fi to contact me and asked that I call the telephone service and solve the problem.