试论客人投诉的处理和饭店形象的树立.docVIP

四川化工职业技术学院毕业论文(毕业设计) 试论客人投诉的处理和饭店形象的树立 PAGE 7 第 PAGE 17 页 共 NUMPAGES 18 页 毕业设计（论文） 题 目 试论客人投诉的处理和饭店形象的树立 系 （部） 经济管理系 专 业 酒店管理 指导教师 陈秀芬 作 者 王xx 学 号 x 完成日期 2011-05-13 摘要：酒店业是中国改革开放后与国际接轨最早、国际化程度最高的行业之一。作为旅游业三大支柱之首，中国现代酒店业30多年来取得了长足的发展。市场竞争日益激烈的今天，饭店竞争的关键是特色，特色的核心是品牌，品牌的保证是文化，文化的体现是服务。也就是说，服务质量的好坏是树立饭店形象，提高竞争力的关键、客人作为服务质量的接受者，其意见和看法（尤其是不满的意见和看法）是对饭店服务的最好评价和检测。因此，处理好客人的投诉成为现代饭店树立良好形象的必要途径。本文就客人投诉原因和投诉处理中存在的问题进行分析，论述了正确处理客人投诉的重要性，最后针对现阶段客人投诉的处理所存在的问题提出具体的建议。 【Abstract】 The hotel industry is after Chinas reform and opening up with international standards the earliest, one of the most internationalized industry. As the tourism industry, China three pillars of modern hotel 30 years has made great strides in development. Market increasingly competitive today, the key is characteristic hotel competition, characteristic core is brand, brand guarantee is the embodiment of the cultural, culture is service. That is, the quality of service quality is to establish hotel image, improve competitiveness of the key, guest as service quality recipients, their opinions and views (especially disgruntled advice and opinion) is the best of the hotel service evaluation and testing. Therefore, handle guest complaints, become the modern hotel establishing good image of the necessary avenue. This paper guest complaints in reason and dealing with complaints and the analysis of existing problems, this paper discusses the importance of properly handle guest complaints, finally aimed at guest complaints processing the existence the question put forward concrete Suggestions. 关键词：投诉；服务质量；饭店形象 【Keywords 】complaints the service quality the hotel image  目 录 前 言 ……………………………………………………………………………………3 一、投诉的定义及目的 ……………………………………………………………4 1.1 投诉的定义……………………………………………………………………4 1.2 投诉的目的……………………………………………………………………4 二、投诉处理过程中存在的