觀光事業一直被世界公認是世界上成長最快速，規模愈來愈大的服務性產業，當中又以餐旅業佔觀光事業的一半收益。餐飲業與旅館業又合稱為餐旅業，是觀光事業中最關鍵之角色，。本研究主要目的為瞭解「餐旅業對顧客抱怨危機處理」，依據文獻探討顧客抱怨、餐旅業及危機管理等相關理論與研究進行整理，並對餐旅業者、顧客等為對象進行深度訪談，藉此瞭解餐旅業者在面對顧客抱怨時對於顧客需求及面對之危機處理方法，採用質性研究深度訪談調查法，經分析討論提出三點結論:餐旅業面對顧客抱怨時應立即傾聽與解決問題、食材落實有效管理及重視餐旅業全方位教育訓練。 Tourism industry is always recognized by the world as the fastest growing service industry in the world and its scale is getting bigger and bigger. Among the tourism industry, the hospitality industry accounts for half of the profit of tourism industry. Catering industry and hotel industry together are called hospitality industry, which is the most crucial role in the tourism industry. The main purpose of this research is to understand “the research of hospitality industry dealing with the crisis of the customer’s complaints, according to documents, discussing and arranging the relative theories and researches about the customers’ complaints, hospitality industry and crisis management, etc. by having depth interview with people working in hospitality industry, customers and etc. as objects to understand the customers’ needs and the crisis management method when people working in hospitality industry encounter the complaints from customers . This research adopts qualitative research depth interviews survey, after analysis and discussion, proposing three conclusions: hospitality industry should immediately listen tothe customers and solves problems when facing customers’ complaints, foods should be under effective management and value comprehensive education and training in hospitality industry.
