"You ruined my daughter's wedding" : post-purchase dissatisfaction with an intangible product /

This case centers on Kelly, a salesperson at the fictional Woodside Hotel in the United States. Kelly's Monday started with an angry client, Mrs. Thompson, asking to see her. Mrs. Thompson's daughter's wedding reception had taken place at the Woodside Hotel two days prior. On the nigh...

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Bibliographic Details
Main Author:	Davin, Katie (Author)
Format:	eBook
Language:	English
Published:	London : SAGE Publications: SAGE Business Cases Originals, 2024.
Series:	SAGE business cases.
Subjects:	Consumer satisfaction > Case studies. Hotel management > Case studies. Consumer complaints > Case studies. Consommateurs > Satisfaction > Études de cas. Hôtels > Gestion > Études de cas. Consommateurs > Plaintes > Études de cas. Electronic books.
Online Access:	Connect to the full text of this electronic book

Description
Summary:	This case centers on Kelly, a salesperson at the fictional Woodside Hotel in the United States. Kelly's Monday started with an angry client, Mrs. Thompson, asking to see her. Mrs. Thompson's daughter's wedding reception had taken place at the Woodside Hotel two days prior. On the night of the wedding, Mrs. Thompson appeared happy, and when Kelly spoke to her, Mrs. Thompson had been pleased and it appeared as though the wedding reception had been a success. However, on Monday morning, Mrs. Thompson is now unhappy with some of the service she received and is asking for a significant refund on her prepaid bill. This case asks students how the salesperson should respond to the client's request, and how the client's dissatisfaction could have been prevented.
Physical Description:	1 online resource.
ISBN:	9781071934807 1071934805