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

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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Year of publication:	2017
Authors:	Redding, Tara ; Chen, Po-Ju
Subject:	Beschwerdemanagement \| Complaint management \| Gastgewerbe \| Hospitality industry \| Beziehungsmarketing \| Relationship marketing \| Krankenhaus \| Hospital \| Dienstleistungsqualität \| Service quality \| Dienstleistungsmanagement \| Service management

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Type of publication:	Article
Language:	English
Other identifiers:	10.1108/S1871-317320170000014022 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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