Chapter 5 Why Can’t I Just up and go? Resolving Customer Complaints in Hospitality Management

A customer of Xtrip (name disguised) booked an airline ticket online but was told that the ticket was invalid while boarding from a foreign airport. The solution provided by the customer service representative did not work, and the customer was nearly arrested by the local police as a suspected fraud. On his return, the customer demanded a written apology from Xtrip to restore his reputation. What should the company do?

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Year of publication:	2017
Authors:	Guan, Xinhua ; Huan, Tzung-Cheng (T. C.)
Published in:	Trade Tales : Decoding Customers' Stories. - Bingley : Emerald Publishing, ISBN 978-1-78714-278-7. - 2017, p. 27-32
Subject:	Beschwerdemanagement \| Complaint management \| Beziehungsmarketing \| Relationship marketing \| Gastgewerbe \| Hospitality industry \| Dienstleistungsqualität \| Service quality

Type of publication:	Article
Language:	English
Other identifiers:	10.1108/S1871-317320170000014005 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10015362692