酒店员工的情绪智力在处理顾客投诉事件中的应用研究

Research on the Application of Hotel Employees'Emotional Intelligence in Dealing with Customer Complaints

酒店服务流程的衔接性和复杂性增加了服务出错的可能性。顾客对服务不满意并直接向相关对象抱怨的行为是文章中界定的投诉概念及事件范畴。已有研究仅探讨了情绪智力对投诉处理效果的影响,并未具体展现情绪智力的各个维度在投诉处理流程各环节中的应用过程。文章通过访谈获取质性数据,以Nvivo 11.0作为分析工具,深度挖掘投诉事件处理流程IANA对酒店的适用性及情绪智力与处理流程的交融耦合。研究构建了拟合酒店投诉处理的流程,强调确认问题时的灵活性、协商中的分析与理解、处理问题的及时性。对比研究发现,顾客负向情绪的反转依赖于员工感知顾客情绪、评估情绪发展趋势、分析情感诉求、判断情绪结果、控制情绪等能力的全面应用;处理流程及同理心的缺失是投诉处理失败的关键原因。研究弥补了酒店语境下相关理论的不足,对酒店教育及行业人力资源管理面提出一些建议。

Due to the cohesion and complexity of hotel service,service failure and customer complaints are inevitable.Dissatisfaction with service and complaint directly to related objects is the complaint concept and event category in the article.Previous researches on complaint handling mainly discussed the steps,strategies,methods or procedures of complaint handling.The conclusions related to the process usually appeared in parallel with the principles,skills and precautions of complaint handling.In other words,there was no reasonable hierarchical structure of hotel complaint handling process.Previous studies have only explored the impact of emotional intelligence on complaint handling,but have not specifically shown how each dimension of emotional intelligence plays a role in all aspects of the complaint handling process.This paper obtains qualitative data through in-depth interviews,Nvivo11.0 as an analysis tool,in-depth mining of the applicability of the complaint handling process IANA to hotels,and the integration and coupling of emotional intelligence and handling process.It is found that in the hotel context,IANA complaint handling process model needs to be adjusted.First,when confirming a question,you usually need to take the initiative to ask about what happened to the guest,but when the guest is very emotional or the guest has made a statement about what happened,you can handle it flexibly.Second,when negotiating,we can consider changing"request the guest to say what he wants"to"request,understand and analyze the guest's needs".Third,when solving the problem,the complaint to the guest should be solved by the person in charge immediately or before the guest leaves the hotel.Emotional intelligence has a positive impact on customer satisfaction after service recovery.It is found that the reversal of customers'negative emotions depends on the ability of perceiving customers'emotions,evaluating the severity of problems,analyzing emotional appeals,judging the emotional results,controlling their emotions.In this study,the performance of emotional display is the empathy of the complaint handler,which is the key to the satisfactory result of complaint handling.The importance of emotional display in complaint handling is recognized by relevant research,and it is also an important indicator to evaluate the service quality.The lack of handling process and empathy is the key reason for the failure of complaint handling.The study makes up for the lack of relevant theories in the context of hotel,and the research conclusion is helpful to improve the complaint management ability of accommodation industry,improve the standard of human resource recruitment,and the talent training program of professional education institutions.It is suggested that hotels or educational institutions should build a standardized complaint handling process,and conduct professional ability training for employees or students through role play,so as to encourage learners to continuously accumulate experience and finally be able to flexibly handle complaints and apply emotional strategies.In the follow-up study,the research conclusion can be verified by experimental comparison,and other influencing factors of complaint handling can be continuously explored.