International Journal of Business and Economics Volume 16, No. 2 September, 2017

Happy Birthday to You!

Maria Gracia Accini Moran

Universidad de Navarra, Spain

Pedro Mir Bernal

University of Navarra, Spain

Abstract

Rosa, a wealthy young woman, planned an elaborate celebration for her twenty-first birthday. She planned a weekend of activities for her friends in Barcelona, rented a beautiful house next to the beach, booked an expensive restaurant dinner, and for the end of the night made a reservation and paid a deposit for a private party at the most upscale bar in Barcelona. Everything went smoothly until a bouncer at the bar ruined her night.

Keywords：birthday party, high expectations, customer care, training.

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