Analysis of the Management of Hospitality Customers Complaint and Its Countermeasures
Customers are the source of hotel profits, and hotel profits provide the customers with a wide range of services to achieve through the hotel. Because of the existence of intangible, heterogeneity, identity of production and consumption in services, as well as the subjective characteristics in the evaluation of service quality, etc, the phenomenon of customers complaints will inevitably be encountered. If they are not handled properly, it will inevitably cause the loss of the hotel. So it is a great importance to handle correctly customer complaints. By analyzing the substance of customer complaints and the causing reason, this paper proposes countermeasures to deal with customer complaints to turn negative factors into positive ones, and enhance customer satisfaction and loyalty, and safeguard the reputation of the hotel to improve hotel service quality.
Hospitality customers complaints Countermeasure Analysis
Y.L.Li M.Wei
Management department,Zhangzhou Teachers College,Zhangzhou,Fujian,China School of Management,Xiamen University,Xiamen,Fujian,China
国际会议
常州
英文
385-390
2009-11-19（万方平台首次上网日期，不代表论文的发表时间）