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Case
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Reference no. 9B03C006
Subject category: Human Resource Management / Organisational Behaviour
Authors: James A Erskine (Ivey Business School, Western University); Kristyn Eisenschmid (Ivey Publishing, Western University)
Published by: Ivey Publishing
Originally published in: 2003
Version: 2003-06-16
Length: 11 pages
Data source: Field research
Topics: Employee relations; Interpersonal relations; Service operations; Quality
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Abstract

A new server at an established franchise restaurant is finishing her shift and has to decide how to 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?
Location:
Canada
Industry:
Eating and drinking places
Size:
Small
Other setting(s):
2002
Teaching note
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Reference no. 8B03C06
Subject category: Human Resource Management / Organisational Behaviour
Authors: James A Erskine (Ivey Business School, Western University); Kristyn Eisenschmid (Ivey Publishing, Western University)
Published by: Ivey Publishing
Originally published in: 2003
Version: 2003-04-14
Length: 5 pages
Data source: Field research
View full details

About

Abstract

A new server at an established franchise restaurant is finishing her shift and has to decide how to 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?

Settings

Location:
Canada
Industry:
Eating and drinking places
Size:
Small
Other setting(s):
2002

Related

Teaching note
-
Reference no. 8B03C06
Subject category: Human Resource Management / Organisational Behaviour
Authors: James A Erskine (Ivey Business School, Western University); Kristyn Eisenschmid (Ivey Publishing, Western University)
Published by: Ivey Publishing
Originally published in: 2003
Version: 2003-04-14
Length: 5 pages
Data source: Field research
View full details