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

Author

Listed:
  • Liangcheng Feng

    (City University of Macau, Macau)

  • Po-Ju Chen

    (University of Central Florida, U.S.A.)

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?

Suggested Citation

  • Liangcheng Feng & Po-Ju Chen, 2017. "To Be or Not to Be (the Manager), That is the Question!," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 189-194, December.
    • Handle: RePEc:ijb:journl:v:16:y:2017:i:2:p:189-194
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