Trade Tales : Decoding Customers' Stories.

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Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customer...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Woodside, Arch G.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Bingley : Emerald Publishing Limited, 2017.
©20
Colección:Advances in culture, tourism and hospitality research.
Temas:
Hospitality industry > Customer services > Case studies.
Consumer satisfaction > Case studies.
Customer services > Management > Case studies.
Accueil (Tourisme) > Service à la clientèle > Études de cas.
Consommateurs > Satisfaction > Études de cas.
Service à la clientèle > Gestion > Études de cas.
Customer services > Management
Consumer satisfaction
Hospitality industry > Customer services
Case studies
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Trade Tales: Decoding Customersâ#x80;#x99; Stories
  • Contents
  • List of Contributors
  • Editorial Board
  • Preface
  • Chapter 1: Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment
  • Introduction: Trade Tales are Hospitality Service Drama Enactments
  • Achieving Requisite Variety
  • The Hospitality Service Dramas as Experiential Learning Exercises
  • Contributions
  • References
  • Chapter 2: It is not about Compensation: Resolving Customer Complaints in Hospitality Management
  • Synopsis
  • The Story
  • SolutionsAssessments
  • Deep Assessment
  • Solution Points Awards for Multiple-Choice Selection
  • Editorial Commentary
  • References
  • Chapter 3: Hot Chocolate Scalds a Child: Resolving Customer Complaints in Hospitality Management1
  • The Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awards for Multiple Choice Selection
  • Editorial Commentary
  • References
  • Chapter 4: The Challenge is to be Customer-Oriented! Resolving Customer Complaints in Hospitality Management
  • Synopsis
  • Solutions
  • Assessments
  • Deep AssessmentSolution Points Awards For Multiple-Choice Selection
  • Editorial Commentary
  • Chapter 5: Why Canâ#x80;#x99;t I Just up and go? Resolving Customer Complaints in Hospitality Management
  • The Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awards for Multiple-Choice Selection
  • Editorial Commentary
  • Chapter 6: The Missing Electronic Passenger Ticket: Resolving Customer Complaints in Hospitality Management
  • The Story
  • SOLUTIONS
  • Surface Assessment
  • Deep Assessment
  • Solution Points Awards for Multiple-Choice SelectionEditorial Commentary
  • Chapter 7: Decision-Making in a Public Hospital During Economic Crisis
  • The Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awards for Multiple-Choice Selection
  • Editorial Commentary
  • Chapter 8: The Show Must go on! Resolving Customer Complaints in EVENTS Management
  • The Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awards for Multiple Choice Selection
  • Editorial Commentary
  • Chapter 9: Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality ManagementThe Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awarded for Multiple-Choice Selection
  • Editorial Commentary
  • Chapter 10: The Transaction Error: Supplierâ#x80;#x99;s Mistake in the Transaction
  • The Story
  • Solutions
  • Assessments
  • Deep Assessment
  • Solution Points Awards for Multiple-Choice Selection
  • Editorial Commentary
  • Chapter 11: Medical Insurance Mayhem: One Womanâ#x80;#x99;s Struggle for Information
  • The Story

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