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Complaints Handling in Hospitality Industry
[Технология Работы С Обращениями В Индустрии Гостеприимства]

Author

Listed:
  • Nikolenko, Polina (Николенко, Полина)

    (Nizhny Novgorod State University of Engineering and Economics)

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.

Suggested Citation

  • Nikolenko, Polina (Николенко, Полина), 2019. "Complaints Handling in Hospitality Industry [Технология Работы С Обращениями В Индустрии Гостеприимства]," Voprosy upravleniya / Management Issues, Russian Presidential Academy of National Economy and Public Administration, pages 180-190.
    • Handle: RePEc:rnp:mngiss:m19119
    as

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