杭州莎玛和达服务式公寓顾客投诉管理-旅游管理专业论文.docxVIP

Customer Customer Complaint Management of Hangzhou Shama Heda Serviced Apartment Name：Fang Yuan Tutor：Vice Prof．Zhang Yan Major：Tourism Management(MTA) Research Direction：Tourism Enterprise Management Grade：201 4 Abstract In recent years，the countrys economic rapid development has driven the steady development of hotel industry．Our country hotel industry present a theme of diversification， service diversification,-operation collectivize，the trend of rational consumption,further differentiation of marketing,competition has intensified between hotels．Nowadays，for hotel consumers，they need mor e