| 酒店顾客抱怨行为影响因素研究 |
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| 引用本文： | 彭建军.酒店顾客抱怨行为影响因素研究[J].旅游学刊,2005,20(6):35-38. |
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| 作者姓名： | 彭建军 |
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| 作者单位： | 暨南大学管理学院,广东,广州,516636 |
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| 摘 要： | 目前国内外关于顾客抱怨的研究，大多集中在统称为“企业”或“服务性企业”的研究上。很少针对酒店企业。论文通过建立顾客抱怨行为影响因素模型，以中国酒店顾客为对象，实证研究了服务失误、顾客个体特征及情景等影响因素与酒店顾客抱怨反应方式的相关关系，同时也探讨了影响因素、抱怨反应方式与顾客抱怨处理满意度的相关关系，得出了有关结论。
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| 关 键 词： | 抱怨 行为 影响 服务 |
| 文章编号： | 1002-5006（2005）06-0035-04 |
| 收稿时间： | 2005-06-28 |
| 修稿时间： | 2005-06-282005-10-11 |
A Study on Affective Factors of Hotel Guests' Complaints |
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| PENG Jian-jun.A Study on Affective Factors of Hotel Guests' Complaints[J].Tourism Tribune,2005,20(6):35-38. |
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| Authors: | PENG Jian-jun |
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| Institution: | Management School, Jinan University, Guangzhou 516636, China |
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| Abstract: | The existing studies on consumer complaints both at home and abroad mostly focus on the general areas like "enterprises" or "service sectors",but seldom on hotel enterprises.This study,based on related literature review,is to set up a model of affective factors of guests' complaints.It is targeted at customers of Chinese hotels.A conclusion is drawn after the empirical study of service fault,the correlation between guests' characteristics and the circumstances and the way hotel guests complain,and the correlation between affective factors,ways of complaining and the degree of satisfaction of the complaining guests. |
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| Keywords: | complaint behavior affective service |
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