Noname Nightmare: 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
A customer ordered NoName trainers from NoName shoe.co.nz. The shoes did not arrive even after three weeks; therefore, the customer sent an email inquiring why the shipping status was still “pending.” The customer received no reply from the supplier. Five weeks later the customer sent an additional email, demanding a full refund after discovering alarming reviews on the internet, which suggested the site was a scam. The refund was in the customer’s account within the next few days. What should the firm have done to create customer loyalty without jeopardizing profits or recovering costs?
Keywords
Acknowledgements
Acknowledgments
Brands and names are disguised to protect individuals and corporate brands. The case was written by Gina Ryan. Editorial comments are provided by Rouxelle de Villiers.
Citation
Ryan, G. and De Villiers, R. (2017), "Noname Nightmare: 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. 179-186. https://doi.org/10.1108/S1871-317320170000014029
Publisher
:Emerald Publishing Limited
Copyright © 2018 Emerald Publishing Limited