Through the cases in which customer complaints have occurred during the Palau group tour held by Loyo, we discuss that Mr. Chung, as the CEO, thinks how customer complaints occur and how to improve service quality in the future, and thus avoid the recurrence of service failures. In this particular case, the teaching objectives is to help the students understand the service value chain relationships of a foreign tour, tour service system, and the service expectations and the quality gap of tourism, as well as, learn how to enhance service quality for a foreign tour, through this case discussions and case teaching.