联系我们

论文查询结果	返回搜索

论文编号：	1866
作者编号：	041943
上传时间：	2010/5/18 8:57:22
中文题目：	对旅行社投诉管理体系的研究
英文题目：	travel service　customer complaint　complaint management　system
指导老师：	姚延波
中文关键字：	旅行社 顾客投诉 投诉管理 体系
英文关键字：	travel service　customer complaint　complaint management　system
中文摘要：	随着旅游消费市场的日益成熟 ，顾客对旅行社产品的期望和要求越来越高，许多顾客不再忍受不满意的旅游产品和服务，主动对旅行社进行投诉 。旅行社应该正确认识和处理顾客的投诉，因为顾客的投诉揭示了旅行社经营和管理中存在的问题，给旅行社提供了改进产品和使顾客重新获得满意的机会。 本文首先阐述了研究旅行社投诉管理的意义，以及研究投诉管理的相关理论，并对国内外相关文献进行了回顾。接着从游客投诉的原因和心理对游客投诉行为进行了分析，并阐述了目前国内旅行社投诉管理的现状，从而概括出一个完善的旅行社投诉管理体系应具备的要素。作为本文研究的重点，文章接下来从旅游投诉的处理系统、支持系统和评价系统构建了旅行社投诉管理体系，且分别对每个系统进行了详细的规划。为了使投诉管理体系能够植根于旅行社，实现旅行社长远发展，文章最后塑造了旅行社投诉管理的企业文化和经营理念。 本文试图通过对旅行社投诉管理体系的研究，提升旅行社的产品和服务质量，并促进旅行社的发展，为丰富和充实旅行社行业的服务质量管理研究做出微薄贡献。
英文摘要：	With the mature of tourism market and tourists’ increasing expectation on tourism products, many tourists begin to make complains to tourist services instead of bearing unsatisfactory products or services. Faced with this situation, tourist services should have a good understanding and treatment on complaints, because tourists’ complains reflect the operation and management problems existing in tourist services, which provides opportunities to improve their products and gain customer satisfaction back. This thesis first discusses the research significance of complain management in tourist services, from both theoretical and practical perspective and follows the review on relative theories and researches home and abroad. Then the components in a perfect tourists’ complains management system are concluded after a reason analysis on tourists’ complains and description on present complain management situation in China. The thesis focuses on establishing complain management system of tourist services including treatment system, support system and evaluation system. Finally, the corporate culture and management philosophy of complain management are set up. Through the research on complain management system of tourist service, this thesis aims to promote the products and service in order to contribute to the research on service management of tourist service.
查看全文：	预览  下载(下载需要进行登录)