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Trade Tales : Decoding Customers' Stories.

Author: Arch G Woodside
Publisher: Bingley : Emerald Publishing Limited, 2017.
Series: Advances in culture, tourism and hospitality research.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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.
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Genre/Form: Electronic books
Case studies
Additional Physical Format: Print version:
Woodside, Arch G.
Trade Tales : Decoding Customers' Stories.
Bingley : Emerald Publishing Limited, ©2017
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Arch G Woodside
ISBN: 9781787142787 1787142787 9781787142794 1787142795
OCLC Number: 1011184417
Notes: ""Strategies""
Description: 1 online resource (207 pages).
Contents: ""Trade Tales: Decoding Customersâ#x80;#x99; 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 Canâ#x80;#x99;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""; ""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: Supplierâ#x80;#x99;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 Womanâ#x80;#x99;s Struggle for Information""; ""The Story""
Series Title: Advances in culture, tourism and hospitality research.

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  Read more...

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