To Be or Not to Be (the Manager), That is the Question!

Liangcheng Feng and Po-Ju Chen
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Liangcheng Feng: City University of Macau, Macau
Po-Ju Chen: University of Central Florida, U.S.A.

International Journal of Business and Economics, 2017, vol. 16, issue 2, 189-194

Abstract: On a business trip to Macau, a news media reporter encountered an unpleasant experience, due to the hotel management's inability to or avoiding to deal with a service failure at a five-star hotel. The service failure was not only due to the overcrowded restaurant during breakfast hours, but also resulted in a long waiting time because of the inefficient seating of guests. To avoid taking responsibility for handling the complaints and dealing with the issues, the manager on duty pretended he was a lower-level employee. Furious guests reported the situation to the hotel. What should the hotel management do?

Keywords: breakfast; hotel; manager; overcrowding; restaurant (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ijb:journl:v:16:y:2017:i:2:p:189-194

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