目 录摘 要....................................................................................................................IAbstract...................................................................................................................III引 言...................................................................................................................11 相关理论基础.......................................................................................................31.1 宾客投诉相关研究.......................................................................................31.2 宾客满意度相关理论...................................................................................41.3 公平理论.......................................................................................................52 星级酒店前厅部对客服务投诉处理现状...........................................................72.1 星级酒店前厅部宾客投诉处理现状...........................................................72.2 北京东方君悦大酒店前厅部对客投诉处理现状.......................................73 北京东方君悦大酒店前厅部宾客满意度分析..................................................103.1 问卷设计与实施过程.................................................................................103.2 数据分析.....................................................................................................104 星级酒店前厅部宾客投诉原因.........................................................................204.1 星级酒店前厅部服务质量存在的问题.....................................................204.2 星级酒店前厅部硬件设备存在的问题.....................................................204.3 星级酒店前厅部管理上存在的问题.........................................................204.4 星级酒店前厅部宾客与工作人员的沟通存在的问题.............................215 星级酒店前厅部对宾客投诉的处理策略.........................................................225.1 宾客投诉的应...
