Government and public administration

COMPLAINTS HANDLING IN HOSPITALITY INDUSTRY

Received: 15.01.2019 Published: 15.01.2019

UDC: 338.48 EDN: UNIYPN DOI: 10.22394/2304-3369-2019-1-180-190

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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.

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How to cite

Для цитирования:

Полина Г.Н. Технология работы с обращениями в индустрии гостеприимства // Вопросы управления. 2019. Т. 37, № 1. С. 180–190. https://doi.org/10.22394/2304-3369-2019-1-180-190

For citation:

Полина Г.Н. COMPLAINTS HANDLING IN HOSPITALITY INDUSTRY // Management Issues. 2019. Vol. 37, no. 1. P. 180–190. https://doi.org/10.22394/2304-3369-2019-1-180-190

How to Cite

Полина Г.Н. COMPLAINTS HANDLING IN HOSPITALITY INDUSTRY // Management Issues. 2019. Vol. 37, no. 1. P. 180–190. https://doi.org/10.22394/2304-3369-2019-1-180-190

References

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