论文部分内容阅读
第三产业中的服务业,特别是酒店业,‘如何预防客人的流失并且维持客人的再购买行为’等问题,成为了酒店要解决的首要问题。酒店业不同于制造业,顾客购买酒店的产品是购买的一种体验。那么,如果某些客人不满意这种体验式的产品时,酒店应该采取怎么样的措施减少客人的抱怨,提升客人的满意度并且留住客人?本文就将研究酒店顾客抱怨产生和处理与顾客满意度之间的关系,并提出相应的对策。
The service industry in the tertiary industry, especially the hotel industry, is one of the most important issues to be solved in hotels. How to prevent the loss of customers and to maintain the customers’ re-purchase? Hotel industry is different from the manufacturing industry, customers buy hotel products is the purchase of an experience. So, if some of the guests are not satisfied with this experiential product, what measures should the hotel take to reduce guest complaints, enhance customer satisfaction and retain customers? This article will study hotel customer complaint generation and handling with customers Satisfaction, and put forward corresponding countermeasures.