Out Of Soup: Resolving Customer Complaints In Hospitality Management

Keywords

Branding; Customer satisfaction; Loyalty; Service recovery

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?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

127-131

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014022

Socpus ID

85041210937 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041210937

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