SHIKOYATLAR BOSHQARUVI TIZIMI: FRONT OFFICE XODIMLARINING MUHIM ROLI
Abstract
Mehmonxona xizmatlari sifati va mijozlar sadoqatini saqlab qolishda shikoyatlar boshqaruvi muhim rol o‘ynaydi. Ayniqsa, front office xodimlari bevosita mijozlar bilan muloqotda bo‘lgani sababli, ularning shikoyatlarga munosabati va tezkor javob qaytarish qobiliyati mijoz tajribasiga kuchli ta’sir ko‘rsatadi (Bardi, 2011). Raqobat kuchli bo‘lgan hozirgi mehmonxona sohasida shikoyatlar samarali boshqarilmasa, bu nafaqat mijozlarni yo‘qotishga, balki brend obro‘sining pasayishiga ham olib keladi (Zeithaml et al., 2018).
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