Title
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
Copyright Status
Unknown
Socpus ID
85041210937 (Scopus)
Source API URL
https://api.elsevier.com/content/abstract/scopus_id/85041210937
STARS Citation
Redding, Tara and Chen, Po Ju, "Out Of Soup: Resolving Customer Complaints In Hospitality Management" (2017). Scopus Export 2015-2019. 6406.
https://stars.library.ucf.edu/scopus2015/6406