Can Concierge Class Offer Concierge Service For Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management

Keywords

Communication strategy; Concierge class service; Consumer entitlement; Cruise ship butler services; Expectations

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?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

139-145

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014024

Socpus ID

85041189792 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041189792

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