摘要
旅游饭店是宾客汇集和员工密集型企业 ,饭店服务和管理上的缺陷极易造成宾客和员工产生情感冲突 ,对情感冲突的原因进行分析 ,对化解情感冲突的方法进行探讨 ,不仅对抚慰情感冲突者本人 。
Tourist hotels are where customers and hotel staff gather in large numbers, and any imperfect service and ineffective management will lead to emotional conflicts between the customers and the staff. A probe into the possible causes of such conflicts and the possible methods for resolving them is of special import to the theory and practice of present day hotel management.
出处
《思想战线》
CSSCI
北大核心
2002年第3期47-51,共5页
Thinking
关键词
旅游饭店
情感冲空
理性控制
Tourist hotel
emotional conflicts
rational control