Index
Arch G. Woodside
(Curtin University, Australia)
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
ISSN: 1871-3173
Publication date: 28 November 2017
This content is currently only available as a PDF
Citation
Woodside, A.G. (2017), "Index", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 187-190. https://doi.org/10.1108/S1871-317320170000014032
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited
INDEX
Breakfast buffet
assessments
deep assessment
, 115
solution points
, 115–116
surface assessment
, 114
editorial commentary
, 116–117
possible solution options
, 114
story
, 112–114
Broken machine
deep assessment
, 88–89
editorial commentary
, 90–91
multiple choice
, 89–90
story
, 85–87
strategies
, 87
surface assessment
, 87–88
Business-to-business
, 59
Concierge Class service
assessments
deep assessment
, 142
solution points
, 142–143
surface assessment
, 142
editorial commentary
, 143–144
possible solution options
, 141–142
story
, 140–141
Consumer entitlement
, 144
Crisis management service
assessments
deep assessment
, 166–168
surface assessment
, 166
editorial commentary
, 169–170
possible solutions
, 166
story
, 164–165
Customer complaints
, 7–12
Customer service representative
alternative solutions
, 30–31
assessments
deep assessment
, 29
surface assessment
, 29
editorial commentary
, 31–32
solutions
, 28–29
story
, 27–28
Decision-making
, 39–43
Dentist
deep assessment
, 81
editorial commentary
, 82
solutions
, 79–80
story
, 77–78
surface assessment
, 80–81
Direct service representative (DSR)
, 71–72
Economic crisis
assessments
alternative solutions
, 41–42
deep assessment
, 41
surface assessment
, 40–41
editorial commentary
, 42–43
solutions
, 40
story
, 39–40
Electronic word of mouth (eWOM)
, 88
Events management
assessments
alternative solutions
, 47–48
deep assessment
, 47
surface assessment
, 47
editorial commentary
, 48–50
solutions
, 46–47
story
, 45–46
Fast food
deep assessment
, 97–98
editorial commentary
, 100–102
solutions
, 95–96
story
, 94–95
surface assessment
, 96–97
Front-desk agents vs. flight attendants
assessments
deep assessment
, 150
solution points
, 150–151
surface assessment
, 149
editorial commentary
, 151–153
possible solution options
, 149
story
, 148–149
Front desk manager (FDM)
, 105
Highly reliable organizations (HROs)
, 6
Hospitality management
assessments
deep assessment
, 9–10
surface assessment
, 9
editorial commentary
, 11–12
resolving customer complaints
, 7–12, 15–20
solutions
, 9
story
, 8
synopsis
, 7–8
Hospitality service drama (HSD) enactments
, 2–3
contributions
, 6
experiential learning exercises
, 5
Hospitality service managers (HSMs)
, 3
Hospitality service-provider (HSP)
, 2
Hot chocolate, resolving customer complaints
assessments
deep assessment
, 17–18
surface assessment
, 17
editorial commentary
, 19–20
solutions
, 17
story
, 16
HROs.
, See Highly reliable organizations (HROs)
HSMs.
, See Hospitality service managers (HSMs)
Intercultural competency and intercultural sensitivity
editorial commentary
, 160–161
possible solution options
, 157
deep assessment
, 158
solution points
, 159–160
surface assessment
, 158
story
, 156–157
Internet
, 52, 54
Invalid ticket
, 29–30
Japanese tour guide
assessments
deep assessment
, 105–106
surface assessment
, 105
editorial commentary
, 107–109
possible resolutions
, 104–105
Medical insurance mayhem
editorial commentary
, 68–70
story
, 64–65
strategies
alternative solutions
, 65–66
deep assessment
, 66–67
evaluation of solutions
, 67–68
surface assessment
, 66
Missing electronic passenger ticket
alternative solutions
, 36–37
deep assessment
, 35–36
editorial commentary
, 37–38
solutions
, 34–35
story
, 34
surface assessment
, 35
Mistake of roaming network service
assessments
alternative solutions
, 54–55
deep assessment
, 53–54
surface assessment
, 53
editorial commentary
, 55–56
solutions
, 52–53
story
, 52
Mobile telephones
editorial commentary
, 75–76
story
, 71–73
strategies
alternative solutions
, 73
deep assessment
, 73–74
surface assesment
, 73
Neighborhood chain restaurant
assessments
deep assessment
, 129–130
solution points
, 130–131
surface assessment
, 129
possible solutions
, 128–129
story
, 127–128
Noname nightmare
editorial commentary
, 184–185
story
, 180–181
strategies
deep assessment
, 182–183
solution points
, 183–184
Passenger train services
assessment
deep assessment
, 135–136
surface assessment
, 135
deep assessment
, 137–138
possible solutions
, 134–135
story
, 134
Requisite variety
, 3–5
Resolving customer complaints
, 7–12
Retail banking services
assessments
deep assessment
, 174–175
surface assessment
, 174
editorial commentary
, 175–176
possible solutions
, 173
solution
, 176–177
story
, 172–173
Roaming network service
, 52, 53, See also Mistake of roaming network service
Small and medium-size hotel entrepreneurs (SME)
assessments
alternative solutions
, 24
deep assessment
, 24
surface assessment
, 23
editorial commentary
, 25–26
solutions
, 23
synopsis
, 22–23
Small/medium-sized enterprises (SMEs)
, 82–83
Social media
, 49
Telephone service
, 52
Transaction error
assessments
alternative solutions
, 60
deep assessment
, 59
surface assessment
, 59
editorial commentary
, 60–61
solutions
, 58–59
story
, 57–58
Word of mouth (WOM)
, 88
Wowiesatisfy online cancelation
assessments
deep assessment
, 122–123
solution points
, 123–124
surface assessment
, 122
editorial commentary
, 124
possible solutions
, 121–122
story
, 120–121
- Prelims
- Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment
- It is Not About Compensation: Resolving Customer Complaints in Hospitality Management
- Hot Chocolate Scalds a Child: Resolving Customer Complaints in Hospitality Management
- The Challenge is to be Customer-Oriented! Resolving Customer Complaints in Hospitality Management
- Why Can&t I Just Up and Go? Resolving Customer Complaints in Hospitality Management
- The Missing Electronic Passenger Ticket: Resolving Customer Complaints in Hospitality Management
- Decision-Making in Public Hospital During Economic Crisis
- The Show Must Go On! Resolving Customer Complaints in Events Management
- Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality Management
- The Transaction Error: Supplier’s Mistake in the Transaction
- Medical Insurance Mayhem: One Woman’s Struggle for Information
- If it Ain’t Broke: Resolving Customer Complaints in Hospitality Management
- The Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment
- A Clean, Mean, Broken Machine: Resolving Customer Complaints in Hospitality Management
- The Once and Future Fastfood King. Resolving Customer Complaints in Hospitality Management
- If a Bonsai Tree Falls in a Danish Forest: When a Copenhagen Front-Desk Agent Meets a Japanese Tour Guide
- To Police or to Please: Boxed Lunch Courtesy at the Breakfast Buffet
- Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership
- Out of Soup: Resolving Customer Complaints in Hospitality Management
- Dilemma in a High-Speed Train: Resolving Customer Complaints in Hospitality Management
- Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints in Hospitality Management
- Front-Desk Agents Versus Flight Attendants — “Can You Just Check Me In?” Resolving Customer Complaints in Hospitality Management
- When in Rome – Intercultural Competency and Intercultural Sensitivity in Hospitality Management Education
- Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter
- Strike Three. You’re Out! Service Recovery in Retail Banking Services
- Noname Nightmare: Resolving Customer Complaints in Hospitality Management
- Index