http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
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 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.