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Management of Customer Complaint in Hotel Industry

Author: YinZhengQiang
Tutor: JingFengJie
School: Wuhan University
Course: Business Administration
Keywords: hotel customer complaint hostility complaint customer complaint management subsystem
CLC: F719
Type: Master's thesis
Year: 2005
Downloads: 1117
Quote: 10
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Abstract


Customer complaint is the psychological receipt and reaction when the customer’s request is in poor satisfaction and the contentment of the customer is very low.The enterprise should not consider dealing with the unsatisfied customer’s complaint as trouble matters, or as a burden of. the enterprise. They should be convinced of the fact that the customer complain to them initiatively is the real customer. Perhaps the complaint customers are grumble, even unreasonable. But just their active dissatisfaction gives the enterprise the chance of redeeming influence and improving the level of task.The beginning of this article mainly summarize customer complaint, including the meaning of customer complaint management to the enterprise, the definition and classification of customer complaint, the mostly causation of customer complaint, the aim and effect ion of customer complaint management, and introduce three basic task of developing customer complaint management, that is enterprise culture rebuilding, the organization structure reformation, and employee training reinforce, improving employee’s diathesis..The middle part of this article briefly introduce the customer complaint dealing model of hotel industry(Model LSCIA), emphasize introduce the building process of customer complaint management subsystem, including confirm of customer complaint’s accept department and personnel, complaint accept and transfer, complaint analysis, establish countermeasure, feedback to the customer.The finality part of this article involve the acquit formation, the disposal flow and business ethic of hostility complaint, and analyze the building of customer complaint management subsystem with a real case.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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