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The Show Must Go On! Resolving Customer Complaints in Events Management

Research output: Chapter in Book/Report/Conference proceedingChapter in a book

Original languageEnglish
Title of host publicationTrade Tales
Subtitle of host publicationDecoding Customers’ Stories
EditorsArch G. Woodside
Publisher or commissioning bodyEmerald
ISBN (Electronic)978-1-78714-278-7
ISBN (Print)978-1-78714-279-4
DateAccepted/In press - 1 Jun 2017

Publication series

NameAdvances in Culture, Tourism and Hospitality Research
PublisherEmerald Publishing
ISSN (Print)1871-3173


Thousands of young people travelled to London to attend their favorite ‘High Ten’ world famous pop girl band performing in the O2 Arena. Ten minutes before show time the organizers inform the fans that the concert is cancelled due to Alyssa’s, one of the four-piece band singers, sudden illness. The disappointed fans are instructed to leave the venue and wait for a news release on the following day.


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