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

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Miloslavić, M. (2019). “The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from 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." Undergraduate thesis, 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." Undergraduate thesis, 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', Undergraduate thesis, RIT Croatia, accessed 25 April 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 [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2019 [cited 2024 April 25] Available at: 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", Undergraduate thesis, RIT Croatia, Dubrovnik, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:229:176546

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Metadata
Title“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints
AuthorMaria Miloslavić
MentorNikolina Božinović (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2019-04-28, Croatia
Scientific / art field,
discipline and subdiscipline		HUMANISTIC SCIENCES
Interdisciplinary Humanistic Studies
Abstract
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.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:176546
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
RepositoryRIT Croatia Digital repository
Created on2019-07-04 07:19:08

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