酒店投诉.docVIP

目 录 摘要.....................................................1 关键词............................................................1 AbstracT..........................................................1 Key words.........................................................1 引言..............................................................2 一、酒店顾客投诉概述......................................2 （一）、投诉的含义................................................. （二）、酒店顾客投诉的途径及方式................................... 1.酒店顾客投诉的额途径.......................................... 2.酒店顾客投诉的方式............................................ （三）、酒店顾客投诉的特点 1.酒店顾客投诉的次数与酒店的星级呈反比 2.酒店顾客投诉的问题比较集中 3.顾客投诉结果的两面性 （四）、酒店顾客投诉的分类 1. 根据投诉的目的分类 2. 根据投诉案例是否具有代表性分类 二、国外酒店投诉管理研究现状 （一）ABSTRAC The modern hotel integrates the lodging. Food service and amusement, offering a dragon of eating, accommodation and entertainment. According to some surveys of authorities, people’s material and culture life has improved greatly，therefore, the trend of complaint towards the restaurant is upwards. From massive materials, we can bear that processing complaint is a critical part in the hotel profit, and it plays an important role either in the profit or the future development of the hotel whether we can solve the customer’s complaint effectively. In modern society, if the hotel wants to be invincible in competitions, it must pay more attention to customers’ and carefully analyze consumer’s characteristics and mentality and must be aimed at handing with consumer’s complaints. This paper can be divided into three parts. The first part gives us the outline of the hotel complaint. It mostly discusses the characteristics , the way and classifications of (the hotel) complaints. The second part is a summary of the situation of the hotel complaint, it mainly introduced us the situation of ?overseas hotel and the domestic hotel. Meanwhile, it introduces China’s present condition of hotel complaint. The third par