旅游者的挫折感和投诉心理研究

A Study on Tourists Sense of Setback and Mind of Complaint

旅游投诉的应对和处理属消极性、较多的是阶段性售后服务 ,应对和处理旅游产品营销中的这一重要环节 ,必须从根源———旅游者的挫折感入手 ,考察其行为 ,分析其不同的心理需求 ,讲究投诉的处理技巧和艺术。

Repartee and disposition of tourists complaint belong to passivity. On many occasions, the phased affter sale service is desirable. As an important link in the marketing of tourist products, repartee and disposition mast be proceeded from tourists sense of setback which is the root. We must investigate their behaviour and analyse their different needs in mentality and pay attention to the skill and art of disposing their complaint.