摘要
就冲突管理进行了相关文献论述,并阐述了酒店对客服务中主客冲突的类型。通过分析酒店主客冲突的引致因子和主客冲突的变迁过程,提出相应的调适缓解策略。
Related literature review on conflict management, and the type of conflict between the customers and the employees in hotel customer service are described. Cause factors of the types of the conflict between the customers and the employees, and its changing process are analyzed, and corresponding regulating and responding strategies are puts forward.
出处
《沈阳大学学报（社会科学版）》
2012年第6期28-33,共6页
Journal of Shenyang University:Social Science
关键词
酒店
对客服务
主客冲突
管理
hotel
customer service
conflict between the customers and theemployees
management
