SHIKOYATLAR BOSHQARUVI TIZIMI: FRONT OFFICE XODIMLARINING MUHIM ROLI
Аннотация
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).
Библиографические ссылки
Bardi, J.A. (2011). Hotel Front Office Management (5th ed.). Wiley.
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education.
Kotler, P., Bowen, J.T., & Makens, J.C. (2017). Marketing for Hospitality and Tourism (7th ed.). Pearson.
Lovelock, C. & Wirtz, J. (2016). Services Marketing: People, Technology, Strategy (8th ed.). Pearson.
Walker, J.R. (2016). Introduction to Hospitality (7th ed.). Pearson.
Yusupov, A. (2022). “O‘zbekiston mehmonxonalarida xizmat sifati va shikoyatlar boshqaruvi”. Turizm va xizmatlar rivoji, 4(2), 63–70.
