摘要
顾客是酒店最大的财富来源。酒店要赢得和维系顾客,关键是要让顾客满意。但在酒店经营过程中,不可避免的出现顾客抱怨现象。分析顾客抱怨产生的原因及心理,正确对待和处理顾客抱怨,是酒店提高顾客满意度,维护酒店声誉的必要手段。
Customers are the greatest wealth source of hotel. The key of winning and maintaining customers is to make them satisfied. However, customer complaints will inevitably asise in the process of hotel management. To analyze the causes of complaints and psychological factors on the part of customers and to treat them properly are necessary measures taken to promote customers satisfaction and the hotel reputation as well
出处
《扬州大学烹饪学报》
2007年第2期61-64,共4页
Cuisine Journal of Yangzhou University
关键词
酒店管理
顾客抱怨
服务质量
餐饮环境
hotel management
customer complaint
service quality
catering surroundings
