Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg
Home > Lifestyle > Travel & holiday > Travel maps & atlases > Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg
Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg

Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg


     0     
5
4
3
2
1



International Edition


About the Book

Inhaltsangabe: Zusammenfassung: Der steigende Wettbewerbsdruck zwingt die Unternehmen der deutschen Hotellerie, Wege zu finden, sich von den Mitbewerbern abzugrenzen, Gäste für sich zu gewinnen und langfristig an das Unternehmen zu binden. Die Ausführungen in der Diplomarbeit zeigen, dass die Zufriedenheit der Gäste dabei die zentrale Rolle spielt und eine intensive Auseinandersetzung des Unternehmens mit den Wünschen und Bedürfnissen der Gäste voraussetzt. Die Anwendung von aktivem Beschwerdemanagement ist dabei eine der wichtigsten Erfolgsfaktoren um Gästezufriedenheit und Gästebindung zu erreichen und zu festigen. Da es kaum Studien bezüglich des Einsatzes von Beschwerdemanagement im Beherbergungsgewerbe gibt, setzt sich diese Diplomarbeit mit dem Thema „Die Akzeptanz von Beschwerdemanagement in der Hotellerie" auseinander. Ziel der Arbeit ist zum einen die Analyse der Bedeutung und zum anderen die Untersuchung der Anwendung von Beschwerdemanagement in der deutschen Hotellerie (am Beispiel der Stadt Hamburg). Gang der Untersuchung: Um die genannten Ziele zu erreichen, wird in Kapitel 2 zunächst die Situation in der deutschen Hotellerie anhand deren Strukturen, Entwicklungen und Trends dargestellt. Kapitel 3 widmet sich der Bedeutung von Beschwerdemanagement für die Entstehung von Gäste- und Beschwerdezufriedenheit und erläutert Ziele, Aufgabenbereiche und wichtige Rahmenbedingungen des Beschwerdemanagements. Darauf aufbauend wird ein Soll-Zustand bezüglich der Inhalte von Beschwerdemanagement für die Hotellerie entwickelt. Mittels der Durchführung einer Umfrage in der Hotellerie von Hamburg wird ein Einblick in die Bedeutung und Anwendung von Beschwerdemanagement in der Hotellerie gewährt und daraus der Ist-Zustand abgeleitet. Die entsprechenden Umfrageergebnisse werden in Kapitel 4 ausführlich dargestellt. Kapitel 5 beinhaltet den Vergleich des Soll- und Ist-Zustandes, um Defizite abzuleiten, die im weiteren Verlauf der Arbeit anhand von Lösungsvorschläge


Best Sellers



Product Details
  • ISBN-13: 9783838603469
  • Publisher: Diplom.de
  • ISBN-10: 383860346X
  • Publisher Date: 16 Apr 2004


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg
Diplom.de -
Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Akzeptanz von Beschwerdemanagement in der Hotellerie am Beispiel Hamburg

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!