Trade Tales : Decoding Customers' Stories
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...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Woodside, Arch G. [verfasserIn] |
|---|
| Format: |
E-Book |
|---|---|
| Sprache: |
Englisch |
| Erschienen: |
Bingley: Emerald Publishing ; 2018 |
|---|---|
| Zeitschrift/Reihe: |
Advances in culture, tourism and hospitality research - volume 14 |
| Schlagwörter: |
Consumer satisfaction / Case studies |
|---|
| Umfang: |
1 Online-Ressource (207 Seiten) |
|---|
| Weitere Ausgabe: |
Erscheint auch als Druck-Ausgabe: Trade tales - Bingley, UK : Emerald Publishing, 2018 |
|---|
| Reihe: |
Advances in Culture, Tourism and Hospitality Research ; volume 14 |
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| Links: | |
|---|---|
| ISBN: |
978-1-78714-278-7 978-1-78714-916-8 |
| DOI / URN: |
10.1108/S1871-3173201714 |
|---|
| Katalog-ID: |
1003312659 |
|---|
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| 245 | 1 | 0 | |a Trade Tales |b Decoding Customers' Stories |c by Arch G. Woodside, Curtin University, Australia |
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| 490 | 1 | |a Advances in Culture, Tourism and Hospitality Research |v volume 14 | |
| 520 | |a 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 customers | ||
| 520 | |a "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial Commentary | ||
| 520 | |a "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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References | ||
| 520 | |a "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference | ||
| 520 | |a "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References | ||
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Trade Tales Decoding Customers' Stories |
| abstract |
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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References |
| abstractGer |
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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References |
| abstract_unstemmed |
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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References |
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Advances in culture, tourism and hospitality research volume 14 Woodside, Arch G. misc G154.9-155.8 ddc 640.73 misc Consumer satisfaction / Case studies misc Customer service / Management / Case studies misc Hospitality industry / Customer services / Case studies Trade Tales Decoding Customers' Stories |
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9781787142787 : electronic bk. 978-1-78714-278-7 9781787149168 : ePub 978-1-78714-916-8 10.1108/S1871-3173201714 doi (DE-627)1003312659 (DE-599)GBV1003312659 DE-627 ger DE-627 rda eng XA-GB XD-US XB-JP G154.9-155.8 640.73 Woodside, Arch G. verfasserin aut Trade Tales Decoding Customers' Stories by Arch G. Woodside, Curtin University, Australia Bingley Emerald Publishing 2018 1 Online-Ressource (207 Seiten) Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Advances in Culture, Tourism and Hospitality Research volume 14 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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References Consumer satisfaction / Case studies Customer service / Management / Case studies Hospitality industry / Customer services / Case studies 9781787142794 Erscheint auch als Druck-Ausgabe Trade tales First edition Bingley, UK : Emerald Publishing, 2018 xvi, 190 Seiten (DE-627)879192615 9781787142794 1787142795 Advances in culture, tourism and hospitality research volume 14 14 (DE-627)612648907 (DE-576)366994565 (DE-600)2523106-6 ns http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 Konsortiallizenz ZBW lizenzpflichtig Volltext H-ZDB-55-BME GBV_ILN_21 ISIL_DE-46 SYSFLAG_1 GBV_KXP GBV_ILN_250 ISIL_DE-Ga20 GBV_ILN_281 ISIL_DE-Ei6 GBV_ILN_370 ISIL_DE-1373 GBV_ILN_648 ISIL_DE-1832 GBV hybr BO 045F 640.73 21 01 0046 1785697927 OLR-EPB z 23-07-18 250 01 3250 1785718614 x 23-07-18 281 01 3281 1785728091 x 23-07-18 370 01 4370 1799235920 olr-ebook NL Der deutschlandweite Zugriff auf dieses Produkt wird im Rahmen der Allianz-Initiative Digitale Information mit finanzieller Unterstützung der Deutschen Forschungsgemeinschaft (DFG) bereitgestellt und durch die ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften organisiert. Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Keine Weitergabe an Dritte. Kein systematisches Downloaden durch Robots. i z 03-09-18 648 01 4648/0001 1785738054 00 BWL E-Book s --%%-- OLR-EPB Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Die Weitergabe an Dritte sowie systematisches Downloaden sind untersagt. z 23-07-18 21 01 0046 https://doi.org/10.1108/S1871-3173201714 250 01 3250 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 281 01 3281 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 370 01 4370 E-Book: Zugriff im HCU-Netz. Zugriff von außerhalb nur für HCU-Angehörige möglich http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 00 eBooks 21 01 0046 OLR-EPB 21 01 0046 ebook_2018_emerald_nl 370 01 4370 olr-ebook NL 648 01 4648/0001 OLR-EPB |
| spelling |
9781787142787 : electronic bk. 978-1-78714-278-7 9781787149168 : ePub 978-1-78714-916-8 10.1108/S1871-3173201714 doi (DE-627)1003312659 (DE-599)GBV1003312659 DE-627 ger DE-627 rda eng XA-GB XD-US XB-JP G154.9-155.8 640.73 Woodside, Arch G. verfasserin aut Trade Tales Decoding Customers' Stories by Arch G. Woodside, Curtin University, Australia Bingley Emerald Publishing 2018 1 Online-Ressource (207 Seiten) Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Advances in Culture, Tourism and Hospitality Research volume 14 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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References Consumer satisfaction / Case studies Customer service / Management / Case studies Hospitality industry / Customer services / Case studies 9781787142794 Erscheint auch als Druck-Ausgabe Trade tales First edition Bingley, UK : Emerald Publishing, 2018 xvi, 190 Seiten (DE-627)879192615 9781787142794 1787142795 Advances in culture, tourism and hospitality research volume 14 14 (DE-627)612648907 (DE-576)366994565 (DE-600)2523106-6 ns http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 Konsortiallizenz ZBW lizenzpflichtig Volltext H-ZDB-55-BME GBV_ILN_21 ISIL_DE-46 SYSFLAG_1 GBV_KXP GBV_ILN_250 ISIL_DE-Ga20 GBV_ILN_281 ISIL_DE-Ei6 GBV_ILN_370 ISIL_DE-1373 GBV_ILN_648 ISIL_DE-1832 GBV hybr BO 045F 640.73 21 01 0046 1785697927 OLR-EPB z 23-07-18 250 01 3250 1785718614 x 23-07-18 281 01 3281 1785728091 x 23-07-18 370 01 4370 1799235920 olr-ebook NL Der deutschlandweite Zugriff auf dieses Produkt wird im Rahmen der Allianz-Initiative Digitale Information mit finanzieller Unterstützung der Deutschen Forschungsgemeinschaft (DFG) bereitgestellt und durch die ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften organisiert. Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Keine Weitergabe an Dritte. Kein systematisches Downloaden durch Robots. i z 03-09-18 648 01 4648/0001 1785738054 00 BWL E-Book s --%%-- OLR-EPB Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Die Weitergabe an Dritte sowie systematisches Downloaden sind untersagt. z 23-07-18 21 01 0046 https://doi.org/10.1108/S1871-3173201714 250 01 3250 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 281 01 3281 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 370 01 4370 E-Book: Zugriff im HCU-Netz. Zugriff von außerhalb nur für HCU-Angehörige möglich http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 00 eBooks 21 01 0046 OLR-EPB 21 01 0046 ebook_2018_emerald_nl 370 01 4370 olr-ebook NL 648 01 4648/0001 OLR-EPB |
| allfields_unstemmed |
9781787142787 : electronic bk. 978-1-78714-278-7 9781787149168 : ePub 978-1-78714-916-8 10.1108/S1871-3173201714 doi (DE-627)1003312659 (DE-599)GBV1003312659 DE-627 ger DE-627 rda eng XA-GB XD-US XB-JP G154.9-155.8 640.73 Woodside, Arch G. verfasserin aut Trade Tales Decoding Customers' Stories by Arch G. Woodside, Curtin University, Australia Bingley Emerald Publishing 2018 1 Online-Ressource (207 Seiten) Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Advances in Culture, Tourism and Hospitality Research volume 14 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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References Consumer satisfaction / Case studies Customer service / Management / Case studies Hospitality industry / Customer services / Case studies 9781787142794 Erscheint auch als Druck-Ausgabe Trade tales First edition Bingley, UK : Emerald Publishing, 2018 xvi, 190 Seiten (DE-627)879192615 9781787142794 1787142795 Advances in culture, tourism and hospitality research volume 14 14 (DE-627)612648907 (DE-576)366994565 (DE-600)2523106-6 ns http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 Konsortiallizenz ZBW lizenzpflichtig Volltext H-ZDB-55-BME GBV_ILN_21 ISIL_DE-46 SYSFLAG_1 GBV_KXP GBV_ILN_250 ISIL_DE-Ga20 GBV_ILN_281 ISIL_DE-Ei6 GBV_ILN_370 ISIL_DE-1373 GBV_ILN_648 ISIL_DE-1832 GBV hybr BO 045F 640.73 21 01 0046 1785697927 OLR-EPB z 23-07-18 250 01 3250 1785718614 x 23-07-18 281 01 3281 1785728091 x 23-07-18 370 01 4370 1799235920 olr-ebook NL Der deutschlandweite Zugriff auf dieses Produkt wird im Rahmen der Allianz-Initiative Digitale Information mit finanzieller Unterstützung der Deutschen Forschungsgemeinschaft (DFG) bereitgestellt und durch die ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften organisiert. Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Keine Weitergabe an Dritte. Kein systematisches Downloaden durch Robots. i z 03-09-18 648 01 4648/0001 1785738054 00 BWL E-Book s --%%-- OLR-EPB Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Die Weitergabe an Dritte sowie systematisches Downloaden sind untersagt. z 23-07-18 21 01 0046 https://doi.org/10.1108/S1871-3173201714 250 01 3250 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 281 01 3281 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 370 01 4370 E-Book: Zugriff im HCU-Netz. Zugriff von außerhalb nur für HCU-Angehörige möglich http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 00 eBooks 21 01 0046 OLR-EPB 21 01 0046 ebook_2018_emerald_nl 370 01 4370 olr-ebook NL 648 01 4648/0001 OLR-EPB |
| allfieldsGer |
9781787142787 : electronic bk. 978-1-78714-278-7 9781787149168 : ePub 978-1-78714-916-8 10.1108/S1871-3173201714 doi (DE-627)1003312659 (DE-599)GBV1003312659 DE-627 ger DE-627 rda eng XA-GB XD-US XB-JP G154.9-155.8 640.73 Woodside, Arch G. verfasserin aut Trade Tales Decoding Customers' Stories by Arch G. Woodside, Curtin University, Australia Bingley Emerald Publishing 2018 1 Online-Ressource (207 Seiten) Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Advances in Culture, Tourism and Hospitality Research volume 14 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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References Consumer satisfaction / Case studies Customer service / Management / Case studies Hospitality industry / Customer services / Case studies 9781787142794 Erscheint auch als Druck-Ausgabe Trade tales First edition Bingley, UK : Emerald Publishing, 2018 xvi, 190 Seiten (DE-627)879192615 9781787142794 1787142795 Advances in culture, tourism and hospitality research volume 14 14 (DE-627)612648907 (DE-576)366994565 (DE-600)2523106-6 ns http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 Konsortiallizenz ZBW lizenzpflichtig Volltext H-ZDB-55-BME GBV_ILN_21 ISIL_DE-46 SYSFLAG_1 GBV_KXP GBV_ILN_250 ISIL_DE-Ga20 GBV_ILN_281 ISIL_DE-Ei6 GBV_ILN_370 ISIL_DE-1373 GBV_ILN_648 ISIL_DE-1832 GBV hybr BO 045F 640.73 21 01 0046 1785697927 OLR-EPB z 23-07-18 250 01 3250 1785718614 x 23-07-18 281 01 3281 1785728091 x 23-07-18 370 01 4370 1799235920 olr-ebook NL Der deutschlandweite Zugriff auf dieses Produkt wird im Rahmen der Allianz-Initiative Digitale Information mit finanzieller Unterstützung der Deutschen Forschungsgemeinschaft (DFG) bereitgestellt und durch die ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften organisiert. Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Keine Weitergabe an Dritte. Kein systematisches Downloaden durch Robots. i z 03-09-18 648 01 4648/0001 1785738054 00 BWL E-Book s --%%-- OLR-EPB Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Die Weitergabe an Dritte sowie systematisches Downloaden sind untersagt. z 23-07-18 21 01 0046 https://doi.org/10.1108/S1871-3173201714 250 01 3250 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 281 01 3281 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 370 01 4370 E-Book: Zugriff im HCU-Netz. Zugriff von außerhalb nur für HCU-Angehörige möglich http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 00 eBooks 21 01 0046 OLR-EPB 21 01 0046 ebook_2018_emerald_nl 370 01 4370 olr-ebook NL 648 01 4648/0001 OLR-EPB |
| allfieldsSound |
9781787142787 : electronic bk. 978-1-78714-278-7 9781787149168 : ePub 978-1-78714-916-8 10.1108/S1871-3173201714 doi (DE-627)1003312659 (DE-599)GBV1003312659 DE-627 ger DE-627 rda eng XA-GB XD-US XB-JP G154.9-155.8 640.73 Woodside, Arch G. verfasserin aut Trade Tales Decoding Customers' Stories by Arch G. Woodside, Curtin University, Australia Bingley Emerald Publishing 2018 1 Online-Ressource (207 Seiten) Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Advances in Culture, Tourism and Hospitality Research volume 14 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 customers "Trade Tales: Decoding Customersâ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Canât 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 Selection" -- "Editorial 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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplierâs 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 Womanâs Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ainât Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References "Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference "Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 22: Front-Desk Agents Versus Flight Attendants â âCan You Just Check me in?â Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 23: When in Rome â Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education" -- "The Story" -- "Possible Solution Options" -- "Surface assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 24: Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "References" -- "Chapter 25: Strike Three. Youâre Out! Service Recovery in Retail Banking Services" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Editorial Commentary" -- "References" -- "Appendix: Multiple Choice Solution Points Awarded" -- "Chapter 26: Noname Nightmare: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded For Multiple-Choice Selection" -- "Editorial Commentary" -- "References Consumer satisfaction / Case studies Customer service / Management / Case studies Hospitality industry / Customer services / Case studies 9781787142794 Erscheint auch als Druck-Ausgabe Trade tales First edition Bingley, UK : Emerald Publishing, 2018 xvi, 190 Seiten (DE-627)879192615 9781787142794 1787142795 Advances in culture, tourism and hospitality research volume 14 14 (DE-627)612648907 (DE-576)366994565 (DE-600)2523106-6 ns http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 Konsortiallizenz ZBW lizenzpflichtig Volltext H-ZDB-55-BME GBV_ILN_21 ISIL_DE-46 SYSFLAG_1 GBV_KXP GBV_ILN_250 ISIL_DE-Ga20 GBV_ILN_281 ISIL_DE-Ei6 GBV_ILN_370 ISIL_DE-1373 GBV_ILN_648 ISIL_DE-1832 GBV hybr BO 045F 640.73 21 01 0046 1785697927 OLR-EPB z 23-07-18 250 01 3250 1785718614 x 23-07-18 281 01 3281 1785728091 x 23-07-18 370 01 4370 1799235920 olr-ebook NL Der deutschlandweite Zugriff auf dieses Produkt wird im Rahmen der Allianz-Initiative Digitale Information mit finanzieller Unterstützung der Deutschen Forschungsgemeinschaft (DFG) bereitgestellt und durch die ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften organisiert. Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Keine Weitergabe an Dritte. Kein systematisches Downloaden durch Robots. i z 03-09-18 648 01 4648/0001 1785738054 00 BWL E-Book s --%%-- OLR-EPB Vervielfältigungen (z.B. Kopien, Downloads) sind nur von einzelnen Kapiteln oder Seiten und nur zum eigenen wissenschaftlichen Gebrauch erlaubt. Die Weitergabe an Dritte sowie systematisches Downloaden sind untersagt. z 23-07-18 21 01 0046 https://doi.org/10.1108/S1871-3173201714 250 01 3250 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 281 01 3281 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 370 01 4370 E-Book: Zugriff im HCU-Netz. Zugriff von außerhalb nur für HCU-Angehörige möglich http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 http://www.emeraldinsight.com/doi/book/10.1108/S1871-3173201714 648 01 4648/0001 00 eBooks 21 01 0046 OLR-EPB 21 01 0046 ebook_2018_emerald_nl 370 01 4370 olr-ebook NL 648 01 4648/0001 OLR-EPB |
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<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01000cam a22002652 4500</leader><controlfield tag="001">1003312659</controlfield><controlfield tag="003">DE-627</controlfield><controlfield tag="005">20211229093912.0</controlfield><controlfield tag="007">cr uuu---uuuuu</controlfield><controlfield tag="008">171108s2018 xxk|||||o 00| ||eng c</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781787142787</subfield><subfield code="c">: electronic bk.</subfield><subfield code="9">978-1-78714-278-7</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781787149168</subfield><subfield code="c">: ePub</subfield><subfield code="9">978-1-78714-916-8</subfield></datafield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1108/S1871-3173201714</subfield><subfield code="2">doi</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-627)1003312659</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)GBV1003312659</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-627</subfield><subfield code="b">ger</subfield><subfield code="c">DE-627</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1=" " ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="c">XA-GB</subfield><subfield code="c">XD-US</subfield><subfield code="c">XB-JP</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">G154.9-155.8</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">640.73</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Woodside, Arch G.</subfield><subfield code="e">verfasserin</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Trade Tales</subfield><subfield code="b">Decoding Customers' Stories</subfield><subfield code="c">by Arch G. Woodside, Curtin University, Australia</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Bingley</subfield><subfield code="b">Emerald Publishing</subfield><subfield code="c">2018</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (207 Seiten)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">Text</subfield><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">Computermedien</subfield><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">Online-Ressource</subfield><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="1" ind2=" "><subfield code="a">Advances in Culture, Tourism and Hospitality Research</subfield><subfield code="v">volume 14</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">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 customers</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">"Trade Tales: Decoding Customers’ 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" -- "Solutions" -- "Assessments" -- "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 Assessment" -- "Solution Points Awards For Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 5: Why Can’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 Selection" -- "Editorial Commentary</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">"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 Management" -- "The Story" -- "Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Chapter 10: The Transaction Error: Supplier’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 Woman’s Struggle for Information" -- "The Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Evaluation of Solutions" -- "Editorial Commentary" -- "References" -- "Chapter 12: If it ain’t Broke: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Strategies" -- "Surface Assesment" -- "Deep Assessment" -- "Solution Points Awards for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 13: The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment" -- "The Story" -- "Solutions" -- "Points Awarded for Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Editorial Commentary" -- "Some Suggestions for Small/Medium-Sized Enterprises (SMEs) and Entrepreneurs" -- "References</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">"Chapter 14: A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management" -- "Story" -- "Strategies" -- "Surface Assessment" -- "Deep Assessment" -- "Multiple Choice" -- "Editorial Commentary" -- "References" -- "Chapter 15: The Once And Future Fastfood King. Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Solutions" -- "Surface Assessment" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 16: If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide" -- "The Story" -- "Possible Resolutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 17: To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet" -- "The Story" -- "Possible Solution Options" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awards for Multiple Choice Selection" -- "Editorial Commentary" -- "References" -- "Chapter 18: Wowiesatisfy Online Cancelation: Customer Charged after Canceling Membership" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Editorial Commentary" -- "Reference" -- "Chapter 19: Out of Soup: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessments" -- "Deep Assessment" -- "Solution Points Awarded for Multiple-Choice Selection" -- "Chapter 20: Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management" -- "The Story" -- "Possible Solutions" -- "Assessment" -- "Deep Assessment" -- "Multiple-Choice Solution Points Awarded" -- "Editorial Commentary" -- "Reference</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">"Chapter 21: Can Concierge Class Offer Concierge Service for our Cruise Vacation? 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