International Journal of Business and Economics

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
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.