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Research on the Construction and Application of Catering Customer Complaints Action-Not Action Model

Author: WangYueLing
Tutor: HuZhengMing
School: Shandong University
Course: Business management
Keywords: Food and beverage industry Customer complaints Action - non- action Complain model Service Recovery
CLC: F719.3;F224
Type: Master's thesis
Year: 2011
Downloads: 79
Quote: 0
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With the rapid development of China's economy, rising income levels increase, also increasing the amount of people's disposable consumer. Meanwhile, under the guidance of the new concept of consumption, food consumption of Chinese residents concepts also constantly updated, more and more people choose to leave their homes for food and beverage consumption. However, due to the part of the food service intangibility not be stored resistance, production and consumption, while customers highly participatory characteristics makes catering services customers complain that the probability is much larger than in other industries. Catering units must strengthen the management of customer complaints, the primary task is to establish the food and beverage industry in customer complaints model. Papers by documentary research, factor analysis and descriptive statistical analysis method and constructed in accordance with the classification of the Action - non-action \classification, so you can make the food and beverage units to better understand the industry, customers complain of incentives and specific patterns of behavior, to help catering units scientifically customer complaints service remedial work. First, the literature search and interviews to explore the influencing factors induced by the food and beverage industry customer complaints and rated these factors let customers use Richter seven dimensions rated by the survey method, followed by using factor analysis method to these The factors affecting the restaurant industry customer complaints summarized as service levels, four aspects of Product circumstances in video hardware and customer. Then analyzed by empirical methods catering industry customers complain about the performance of a variety of behavior patterns, causes, and thus build a customer complains of the food and beverage industry action - non-action model. Meanwhile, through in-depth study \action type \Finally, the food and beverage industry the customer complains action - non-action model application to the food and beverage industry customers complain about service recovery, catering units can effectively help to correctly identify the restaurant industry customer complaints incentives, behavior patterns, such as catering units can more scientific complain customer Services remedial work to enhance their ability to handle the customer complaint behavior a good supplier Gu win customers long-term loyalty.

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