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Soured Milk

James A. Erskine; Kristyn Eisenschmid

商品編號:9B03C006
出版日期:2003/02/04
再版日期:2003/06/16
商品來源:
商品主題:Organizational Behaviour/Leadership
商品類型:Case (Field)
涵蓋議題:Service Operations;Quality;Employee Relations;Interpersonal Relations
難易度:4 - Undergraduate/MBA
內容長度:11 頁
地域:Canada
產業:Accommodation & Food Services
事件年度:2002

A new server at an established franchise restaurant is finishing her shift and has to decide how respond to a situation that happened with a customer earlier that day. The customer had found a lemon wedge in his milk. She resolved the problem with the customer but was concerned that this was another of many incidents that happened since she started. Should she deal with the person she believed was responsible directly or discuss the issue with the restaurant manager?

教學手冊:Soured Milk - Teaching Note
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