第一次来，也不知道写些什么，今天分享一下我的国外游玩经历吧。哈哈！独自一人来到了被称作为欧洲黄金海岸的尼斯城镇．漫步于尼斯的海滩与街道，感受着这份悠闲与浪漫。
尼斯(Nice)是地中海沿岸法国南部城市，是法国仅次于巴黎的第二大旅游胜地，也是全欧洲最具魅力的黄金海岸，蔚蓝海岸地区的首选度假地。

Since reform and opening up, China's market has been expanding in the hotel industry, in less than 30 years, the number of hotels in China has increased by dozens of close to thousands of families, from a seller's market transformation to the buyer. This situation has increased the hotel competition between enterprises and customers as God of the hotel business, naturally became the hotel business is the focus of contention between. But it is not easy to wow gold win guests loyalty. Hotels because of invisible and customers a high level of participation and other features, inevitable customer perception of quality of service under their expectations thus created. But in the case of customer dissatisfaction, dominant proportion of the complaints are usually lower, more people choose to be silent or direct conversion of the hotel is hidden complained.

First, to classify the contents and behavior of the customers ' complaints

1. the connotation of customer complaints

Customers complain is a complex psychological and behavioral processes, involving causes, motivations and behaviors, and many different angles, so its connotations, there are many different interpretations:

James and Alan John Hackett (Jacoby and Jaccard, 1981) proceeding from the behavior of the customers ' complaints, that customers complain about is personal in order to convey negative information to businesses or products or services of third-party entity to take action.buy gold This expression highlighted complaints of the negative information is conveyed.

Nathan (Day, 1981) from customers complaining of factual background and psychological point of view, that customer in the customers ' complaints in a purchase or consumption, cheap wow gold suffered a very unhappy experience and his influence is so great that he can neither through psychological adjustment, and calm the discontent, or quickly forget the experience.

FUNAI, and weinahuate (Fornell and Wernerfelt, 1987) from the viewpoint of customers complain about the purpose, that customer complaints is the customer in order to purchase or consumption is not satisfied with the efforts of the State of.

Comparing is recognized to be Thain (Singh, 1988), the definition given: complaints refer customers as purchase or consumption of goods (or services) are not satisfied when, dissatisfied with the drive and take a series of (not necessarily single) or non-response.

2. classification of complaints

Nathan and Lambton GL (Day and Landon,1977) proposed a two-level classification model: first level acts into behavioral responses of the customers ' complaints (that is,cheap wow gold take an action) and non-behavioral response (that is, not to take action); the second level is the Behavioral responses into public action and private action. Nathan (Day,1980) according to the purpose of the complaints customers complain about behaviors fall into three categories: seeking compensation, expressed dissatisfaction with, the personal boycott. Thain (Singh,1988) on the vehicle maintenance trade customers complain buy wow gold about conduct research through exploratory factor analysis, found that complaints can be divided into three categories: direct complain, complain in private, and third-party complaints. Rikhardur dadason and Damrey (Davidow and Dacin,1997) that complaints can be classified according to two dimensions: a dimension is complaining about whether an object within the customer's own circle, another dimension is a complaint directly world of warcraft gold related to the object is not satisfied with the purchase.

Most of the above classification based on customer research in terms of, this paper is based on the angle of enterprise to cheap gold facilitate enterprise customer complain management perspective, based on the perceived degree of customer complaints, the customer complaints into explicit complaints and implicit complained. Dominant complain of an enterprise which can perceive the dissatisfaction of customers and recessive complain is the enterprise cannot be perceived by the customer is not satisfied with.

Second, the impact factors of hotel customers complaining about behavior

Factors affecting the hotel customers complaining behavior of scholars have studies at home and abroad, such as Nathan (Day, 1978), Nathan and Landum (Day and Landon,1977), buluojite (Blogdett,1992), Thain and weierkesi (Singh and Wilkes,1996), Fan Xiucheng (2002), Peng Jianjun (2005), its research findings can be summarized as the following aspects:

1. complaining about behavior and errors about what type of service. Peng Jianjun (2005) research has shown that complaining about response differences due buy wow to different types of service failures. Recessive wowgold complaining customers, service efficiency and attitude of service failures occurred first.