Are customers always right? : a common service-related conflict in sports arenas / Steve Chen, Christy Trent, William Wellman, Jose P. Garcia-Castro.

Format:

Book

Author/Creator:

Chen, Steve, author.

Trent, Christy, author.

Wellman, William, author.

Garcia-Castro, Jose P., author.

Series:

SAGE Business cases.

SAGE Business cases

Language:

English

Subjects (All):

Tourism--Management--Case studies.

Tourism.

Sports--Management--Case studies.

Sports.

Hospitality--Management--Case studies.

Hospitality.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

Security screening and crowd management for large sporting events and concerts have become sophisticated and strict since the September 11, 2001 attack in New York City. Patrons' belongings, purses, and backpacks often need to be searched before allowing them to enter the event facilities. Organizations also implement rules restricting guests from bringing dangerous items or foods into stadiums and arenas. Thus, conflict may arise between patrons and security staff during the screening process when patrons insist on their rights or reasons for carrying their food or items. Although "the customer is always right" is considered the golden adage in service industries, the concept is tested in this case study. Students will be asked to provide the best solution to resolve a conflict between two senior patrons and a young intern. Josh, the intern, is in charge of conducting the screening at the front gate of an arena.

Notes:

Description based on XML content.

ISBN:

1-0719-2814-7

9781071928141

OCLC:

1417357099