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运用马斯洛需求层次理论,分析酒店客人需求和客人投诉心理,提出妥善处理投诉的对策。近年来,随着国内酒店业的迅猛发展,全国酒店数量急剧增加,酒店业市场竞争日趋激烈。作为服务型产业,良好的服务质量在市场竞争中占有重要的地位,由于酒店服务的多样性、无形性和及时性等特点,零投诉的服务几乎不存在。如何了解客人需求,妥善处理投诉,吸引并留住消费者,是提高酒店服务质量的关键。一、酒店客人需求分析需求是指个体缺乏某种东西时产生的一种主观状态,也就是个体对一定事或物的需要和追求。1943年,美国著名心理学家马
Applying Maslow’s hierarchy of needs theory, we analyze the needs of hotel guests and the complaints of guests, and put forward the countermeasures to properly handle the complaints. In recent years, with the rapid development of the domestic hotel industry, the number of hotels across the country has dramatically increased, and the competition in the hotel industry has become increasingly fierce. As a service-oriented industry, good service quality occupies an important position in the market competition. Due to the diversity, invisibility and timeliness of hotel services, the service of zero complaint hardly exists. How to understand the needs of customers, properly handle complaints, attract and retain consumers, is to improve the quality of hotel service key. First, demand analysis of hotel guests Demand refers to the individual lack of something produced a subjective state, that is, the individual needs and pursuit of certain things or things. In 1943, the famous American psychologist Ma