CAJ | 학술논문

顾客抱怨管理是留住顾客的有效工具，然而大多数企业却未能很好地处理好顾客的抱怨。随着中国经济型酒店的迅速发展，经济型酒店的产品和服务的有限性，使得顾客对经济型酒店的投诉也逐年增加，及时有效地处理顾客的抱怨对提高顾客对经济型酒店的忠诚具有重要的意义。应该从员工的抱怨处理行为、酒店抱怨处理程序和酒店对顾客的理解三个层面探讨经济型酒店的顾客抱怨处理机制．以及这三个方面对顾客再次消费意愿的影响，才能更好地办好经济型酒店。
고객포원관리시류주고객적유효공구，연이대다수기업각미능흔호지처리호고객적포원。수착중국경제형주점적신속발전，경제형주점적산품화복무적유한성，사득고객대경제형주점적투소야축년증가，급시유효지처리고객적포원대제고고객대경제형주점적충성구유중요적의의。응해종원공적포원처리행위、주점포원처리정서화주점대고객적리해삼개층면탐토경제형주점적고객포원처리궤제．이급저삼개방면대고객재차소비의원적영향，재능경호지판호경제형주점。
Customer complaints management is an effective tool to retain customers, however, most companies are not good at dealing with customers＇ complaints.With the rapid development of the Chinese budget hotel, product of budget hotels and the limited nature of the services, making customer complaints are increasing year by year. The timely and effective handling of customer complaints is of great significance to enhance customers＇ loyalty to the budget hotels. This paper focuses three aspects, there are complaints handling behavior of employees, the hotel complaints handling procedures and hotel understanding of customers＇ needs.