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.

Preface Chapter 1. Customer and Hospital Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment  Chapter 2. It is not about Compensation: Resolving Customer Complaints in Hospitality Management  Chapter 3. Hot chocolate scalds a child: Resolving Customer Complaints in Hospitality Management  Chapter 4. The challenge is to be customer-oriented! Resolving Customer Complaints in Hospitality Management  Chapter 5. Why Can’t I Just Up and Go? Resolving Customer Complaints in Hospitality Management  Chapter 6. The Missing Electronic Passenger Ticket: Resolving Customer Complaints in Hospitality Management  Chapter 7. Decision-making in public hospital during economic crisis  Chapter 8. The Show Must Go On! Resolving Customer Complaints in Hospitality Management  Chapter 9. Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality Management  Chapter 10. The transaction error: Supplier's mistake in the transaction  Chapter 11. Medical Insurance Mayhem: One Woman’s Struggle for Information  Chapter 12. If It Ain’t Broke: Resolving Customer Complaints in Hospitality Management  Chapter 13. The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment  Chapter 14. A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management  Chapter 15. The Once Upon a Future FastFood King: Resolving Customer Complaints in Hospitality Management  Chapter 16. If a Bonsai Tree falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour-Guide  Chapter 17. To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet  Chapter 18. Wowiesatisfy Online Cancelation: Customer Charged after Cancelling Membership  Chapter 19. Out of Soup: Resolving Customer Complaints in Hospitality Management  Chapter 20. Dilemma in a High Speed Train: Resolving Customer Complaints in Hospitality Management  Chapter 21. Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints in Hospitality Management  Chapter 22. Front-desk Agents versus Flight Attendants: “Can You Just Check Me In?” Resolving Customer Complaints in Hospitality Management  Chapter 23. When in Rome: Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education  Chapter 24. Life Vest or Strait Jacket? Engaging Customers in the Crisis Management Service Encounter  Chapter 25. Strike Three. You’re Out! Service Recovery in Retail Banking Services  Chapter 26. No Name Nightmare: Resolving Customer Complaints in Hospitality Management

This volume presents 26 first-person stories of customer experiences in hospitality, such as with internet purchases and airline, hotel, retail, insurance, dental, and hospital services, to help practitioners improve their skills in managing problems. Chapters include stories by customers from the US, New Zealand, Asia, and Europe; learning exercises to address alternative solutions to the major dilemma in the story; assessments of the plot, climax, and outcome of the story; and a critical review by editors of the story.