随着旅游业的快速,竞争日趋激烈,一切从顾客利益出发,一切为顾客着想的经营理念,已经被旅游业内绝大多数人士所认同。在竞争激烈的环境下,旅游者投诉现象日益严重,因此了解旅游者的投诉心理,及时应对,减少和避免投诉,是旅游企业、旅游从业人员生存和发展的必由之路。 With the rapid development of tourism, the competition is fiercer and fiercer, everything from the interests of customers, all for the sake of customers business philosophy, has been recognized by the vast majority of people in the tourism industry. In a highly competitive environment, tourists complain about the worsening phenomenon. Therefore, understanding the psychological complaints of tourists and coping with, reducing and avoiding complaints in time are the only ways for the survival and development of tourism enterprises and tourism practitioners.