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The impact of poor service quality on the reputation of large hotels
- Authors
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Bianca Trombini Laurindo
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
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Julia Pereira Gonçalves
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
Author
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Rodrigo Ribeiro de Oliveira
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
Author
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Rosineide Maria de Lima
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
Author
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Thiago Dantas da Silva
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
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Simone Mendes Delphino
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo, Campus São Paulo
Author
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- Keywords:
- Hotel, Complaint, Reputation, Service, Corporative image
- Abstract
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This research aims to identify the main complaints from guests regarding hotels and to understand how hotel chains deal with negative feedback, in order to review the bad impression in a way that does not change the image of the accommodation. It was identified that each hotel reacts differently to different scenarios and problems that, in many cases, are recurrent. Customers have become more demanding in relation to the quality of services, thus showing the importance of following up on each report, drawing up action plans to ensure good service to all guests. One factor highlighted in the research is the difficulty of hotel chains in offering real solutions during and after the stay, in order to recover the guest's credibility and trust. Therefore, it is found that many hotels opt for remedial actions to compensate for a failure, but not necessarily solving the problem and ensuring that it does not occur again. Another relevant factor is the importance of clarifying the facts, since hotels that are concerned with providing a quick response, whether justifying or promoting solutions, stand out for being present at the customer's side, thus demonstrating zeal regarding the problem faced.
- Author Biographies
- References
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Associação Brasileira de Normas Técnicas. (2014). ABNT NBR ISO 21101:2014: Turismo de aventura - Sistemas de gestão da segurança - Requisitos. Brasil.
Hotel ibis budget São Paulo Paulista. (2022). Google. Recuperado de https://www.google.com/travel/hotels/s/dHV5XffxZDoZ4JGv9
Loureiro, S. M. C. (2014). The role of the rural tourism experience economy in place attachment and behavioral intentions. International journal of hospitality management, 40, 1-9.
Meliá Paulista. (2022). Google. Recuperado de https://www.google.com/travel/hotels/s/nqU8XRNfC2jaLkK36
Mercure São Paulo Paulista Hotel. (2022). Google. Recuperado de https://www.google.com/travel/hotels/s/WF3MEM6WYjUWPzWw7
Radisson Hotel Paulista São Paulo. (2022). Google. Recuperado de https://www.google.com/travel/hotels/s/ShphQeiwpfMKrNCd7
- Cover Image
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- Downloads
- Published
- 2022-08-22
- Section
- Management & Tourism
- License
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