本科华业论文（设计）顾客对酒店服务失误反应的调查与分析Investigation and Analysis of the Customer Response to Hotel ServiceFailure院系经济与管理系专业旅游管理班级酒店112班姓名郭永当学号110310102001指导教师单位经济与管理系指导教师姓名潘冬南指导教师职称讲师完成日期2015年5月10日顾客对酒店服务失误反应的调查与分析旅游管理2011级2班郭永当指导教师潘冬南摘要为探讨顾客对酒店服务失误的反应，本文围绕顾客经历服务失误的基本情况、服务失误类型、对服务失误的归因、经历服务失误后的态度和行为反应、服务补救对顾客行为的影响等内容面向社会开展随机抽样调查，调查结果显示顾客在经历服务失误后的行为反应主要有：沉默、投诉、负面口碑、转换商家、重构行为。这些行为与顾客满意度存在正相关关系，当顾客满意度低时会给酒店带来负面影响，如顾客的流失和负面口碑不良影响的产生。因此，为降低服务失误对酒店的影响和提高客人的满意度，本文结合问卷调查的结果提出相关建议：1.服务失误发生之前的预防性策略：如加强培训，不断提高员工的业务素质：加强管理，保证酒店产品的质量：坚持标准化服务与个性化服务的有机结合。2.服务失误发生之后的补救性策略：如正视服务失误，快速地实施补救措施：实施高水平的补救措施，提高客人的满意度：吸取教训，努力改进酒店的各项工作。关键词：服务失误：顾客反应：管理建议Investigation and Analysis of the Customer Response toHotel Service FailureTourism Management 2011-2 Yongdang-GuoSupervisor Dongnan-PanAbstractIn order to explore the customer response to the hotel service failure,this paperfocuses on customer experience service failure of the basic situation,type of servicefailure,service failure attribution,effect of after service failure attitude and reactionbehavior,service recovery on customer behavior and content oriented society to carryout random sampling survey.According to the results of the survey customerbehavioral response in the after service failure mainly has:silence,complaints,negative word of mouth,converting businesses,repeat purchase behavior.Thesebehavior and customer satisfaction are positively correlated.When the low customersatisfaction will bring some negative influence to the hotel,such as the loss ofcustomers and negative word of mouth and other adverse effects.Therefore,reduce service error influence to the hotel and to enhance customersatisfaction,combined with the recommendations presented the results of thequestionnaire are:1.Before the service failure preventive strategy:such asstrengthening the training,and constantly improve the professional quality ofemployees;strengthen the management,guarantee the quality of the hotel product;adhere to the combination of standardized service and personalized service.2.Afterthe service failure remedial strategy:such as face service failure and quicklyimplement remedial measures;remedial measures for implementing high level,toenhance customer satisfaction;draw lessons to improve the work of the hotelKey words:service failure;customer response;management suggestions