Complaints Handling in Hospitality Industry

Технология работы с обращениями в индустрии гостеприимства

Nikolenko, Polina (Николенко, Полина) ()
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Nikolenko, Polina (Николенко, Полина): Nizhny Novgorod State University of Engineering and Economics

Voprosy upravleniya / Management Issues, 2019, 180-190

Abstract: Purpose. The article is devoted to the study of such manifestations as claims, complaints, and complaints in hospitality industry Methods. The study of legal framework, the survey of respondents and observation methods were used. Results and scientific novelty. Based on the study of legal literature, analysis of job descriptions, conducting a survey of 50 respondents the author attempts to highlight the most important problem associated with claims, complaints, and complaints in the hospitality industry affecting the competitiveness of accommodation. The proposed algorithms of working with appeals will help hoteliers and restaurateurs to build customer relationships in "difficult" situations.

Keywords: algorithm; questionnaire; complaint; quality; customer; claim; complaint; Respondent; employee; step (search for similar items in EconPapers)
Date: 2019
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