Table of Contents

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