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Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality Management

Trade Tales: Decoding Customers' Stories

ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7

Publication date: 28 November 2017

Abstract

There was a mistake relating to a roaming network service package that my sister bought from one of the telephone networks in Thailand. She paid 2,000 Baht (the Baht is the currency of Thailand) for this package. She and her friends were going on a self-“guided” and organized tour to Japan and wanted to use the internet as an integral part of travelling. She or her friends did not speak Japanese. Unfortunately, the internet did not work using that roaming package. Not having roaming facility greatly affected the travelling quality of my sister’s vacation trip to Japan. It also completely messed up her itinerary. My sister used hotel Wi-Fi to contact me and asked that I call the telephone service and solve the problem.

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Acknowledgements

Acknowledgments

The author appreciates the editorial direction provided for revising this paper by Tzung-Cheng (T. C.) Huan, National Chiayi University. Tzung-Cheng (T. C.) Huan is the author of the editorial commentary appearing at the end of this case study.

Citation

Nuntapat, A. and Huan, T.-C.(.C.). (2017), "Mistake of Roaming Network Service: Resolving Customer Complaints in Hospitality Management", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 51-56. https://doi.org/10.1108/S1871-317320170000014009

Publisher

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Emerald Publishing Limited