摘要
文章对国内外旅游者抱怨研究的相关文献进行了梳理,并从旅游服务失误、顾客抱怨行为、顾客抱怨行为影响因素、服务补救以及服务补救与归因之间的关系这五个方面进行总结和评述,以期为旅游产业为背景的游客抱怨行为的研究提供借鉴。
This paper is a review of related literatures focusing on domestic and foreign tourists'complaints.It summarizes the topic from five aspects:tourism service failure,customer complaint behavior,the influential factors of customer complaint behavior,service failur eremedy and its relationship with attribution.The aim of this paper is to provide reference to the researches of tourist's complaining behavior in tourism industry.
作者
翁美莹
陈喆
WENG Mei-ying;CHEN Zhe(Kunming University of Science and Technology,Kunming 650000,China)
出处
《价值工程》
2017年第10期230-233,共4页
Value Engineering
关键词
游客
服务失误
抱怨行为
归因
补救
tourist
service failure
complaint behaviors
attribution
remedy
