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završni rad
“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints
2019. urn:nbn:hr:229:176546
Miloslavić, Maria
RIT Croatia

Citirajte ovaj rad

Miloslavić, M. (2019). “The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints (Završni rad). Dubrovnik: RIT Croatia. Preuzeto s https://urn.nsk.hr/urn:nbn:hr:229:176546

Miloslavić, Maria. "“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints." Završni rad, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:176546

Miloslavić, Maria. "“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints." Završni rad, RIT Croatia, 2019. https://urn.nsk.hr/urn:nbn:hr:229:176546

Miloslavić, M. (2019). '“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints', Završni rad, RIT Croatia, citirano: 13.09.2024., https://urn.nsk.hr/urn:nbn:hr:229:176546

Miloslavić M. “The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints [Završni rad]. Dubrovnik: RIT Croatia; 2019 [pristupljeno 13.09.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:176546

M. Miloslavić, "“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints", Završni rad, RIT Croatia, Dubrovnik, 2019. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:176546

Za citiranje koristite ovu mrežnu adresu: https://urn.nsk.hr/urn:nbn:hr:229:176546
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Podaci o radu
Naslov“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints
AutorMaria Miloslavić
MentorNikolina Božinović (mentor)
Ustanova koja je dodijelila
akademski / stručni stupanj		RIT Croatia
Dubrovnik
Datum i država obrane2019-04-28, Hrvatska
Znanstveno / umjetničko
područje, polje i grana		HUMANISTIČKE ZNANOSTI
Interdisciplinarne humanističke znanosti
Sažetak
Although customer complaints are valued and serve as a critical feedback and as the improvement of service quality there is an increasingly large number of incidents when customers complain deliberately and incorrectly. The behavior of such complaining customers represents a serious and important problem for hospitality industry. This research paper touches upon the investigation of the illegitimate customer complaints in the hospitality industry from the perspective of frontline employees. A questionnaire was distributed to 78 frontline employees of 6 luxury hotels in Dubrovnik area. The questionnaire was used to measure perspective and coping of the participants with illegitimate customer complaining behavior. Findings of this research suggest and can serve as a plan to develop more effective coping methods and training programs on how to deal with illegitimate customer complaining behavior incidents.
Ključne riječi
Jezikengleski
URN:NBNurn:nbn:hr:229:176546
Studijski programNaziv: Service Management
Vrsta studija: stručni
Stupanj studija: stručni
Akademski / stručni naziv: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (bacc. oec.)
Vrsta resursaTekst
Način izrade datotekeIzvorno digitalna
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2019-07-04 07:19:08