“The customer is not always right”: Frontline employees’ perspective and
 coping with illegitimate customer complaints

Miloslavić, Maria

prikaz prve stranice dokumenta “The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints

Preuzmi
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završni rad

“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

Citirajte ovaj rad

APA 6th Edition

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

MLA 8th Edition

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

Chicago 17th Edition

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

Harvard

Miloslavić, M. (2019). '“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints', Završni rad, RIT Croatia, citirano: 23.09.2024., https://urn.nsk.hr/urn:nbn:hr:229:176546

Vancouver

Miloslavić M. “The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints [Završni rad]. Dubrovnik: RIT Croatia; 2019 [pristupljeno 23.09.2024.] Dostupno na: https://urn.nsk.hr/urn:nbn:hr:229:176546

IEEE

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

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Podaci o radu

Naslov	“The customer is not always right”: Frontline employees’ perspective and coping with illegitimate customer complaints
Autor	Maria Miloslavić
Mentor	Nikolina Božinović (mentor)
Ustanova koja je dodijelila akademski / stručni stupanj	RIT Croatia Dubrovnik
Datum i država obrane	2019-04-28, 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
Jezik	engleski
URN:NBN	urn:nbn:hr:229:176546
Studijski program	Naziv: Service Management Vrsta studija: stručni Stupanj studija: stručni Akademski / stručni naziv: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (bacc. oec.)
Vrsta resursa	Tekst
Način izrade datoteke	Izvorno digitalna
Prava pristupa	Otvoreni pristup
Uvjeti korištenja
Repozitorij	Digitalni repozitorij RIT Croatia
Datum i vrijeme pohrane	2019-07-04 07:19:08