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Book cover for Trade Tales: Decoding Customers' Stories
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Advances in Culture, Tourism and Hospitality Research
Trade Tales: Decoding Customers' StoriesAvailable to Purchase
By
Arch G. Woodside
Arch G. Woodside
Curtin University, Australia
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Author and Other Information
Arch G. Woodside
Curtin University, Australia
Emerald Publishing Limited
Volume
14
DOI:
https://doi.org/10.1108/S1871-3173201714
ISBN electronic:
978-1-78714-278-7
ISBN print:
978-1-78714-691-4
Series ISSN:
1871-3173
Publication date:
2017
Book Chapter

Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management Available to Purchase

By
Tara Redding;
Tara Redding
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Po-Ju Chen
Po-Ju Chen
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Author and Other Information
Tara Redding, Po-Ju Chen
Copyright © 2018 Emerald Publishing Limited
2018
Emerald Publishing Limited
Doi:
https://doi.org/10.1108/S1871-317320170000014022
  • Published:
    2017
Copyright © 2018 Emerald Publishing Limited
2018
Emerald Publishing Limited

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?

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