Διαχείριση σφαλμάτων υπηρεσιών και ανάκτηση υπηρεσιών στον τουριστικό - ξενοδοχειακό κλάδο

Λεμπέσης, Αντώνιος; Lempesis, Antonios

dc.contributor.author	Λεμπέσης, Αντώνιος	el
dc.contributor.author	Lempesis, Antonios	en
dc.date.accessioned	2019-12-20T11:15:42Z
dc.date.available	2019-12-20T11:15:42Z
dc.identifier.uri	https://dspace.lib.ntua.gr/xmlui/handle/123456789/49619
dc.identifier.uri	http://dx.doi.org/10.26240/heal.ntua.17317
dc.description	Εθνικό Μετσόβιο Πολυτεχνείο--Μεταπτυχιακή Εργασία. Διεπιστημονικό-Διατμηματικό Πρόγραμμα Μεταπτυχιακών Σπουδών (Δ.Π.Μ.Σ.) “Διοίκηση Επιχειρήσεων (ΜΒΑ)”
dc.rights	Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα	*
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/3.0/gr/	*
dc.subject	Διαχείριση σφαλμάτων υπηρεσιών	el
dc.subject	Τουριστικός κλάδος	el
dc.subject	Ξενοδοχεία	el
dc.subject
dc.subject	Hotel services	en
dc.subject
dc.subject
dc.title	Διαχείριση σφαλμάτων υπηρεσιών και ανάκτηση υπηρεσιών στον τουριστικό - ξενοδοχειακό κλάδο	el
heal.type	masterThesis
heal.classification	Μάρκετινγκ	el
heal.language	el
heal.access	free
heal.recordProvider	ntua	el
heal.publicationDate	2019-07-15
heal.abstract	The current thesis has as its goal to examine the case of service failures and service recoveries strategies and tactics in the tourism sector and especially in the hotel businesses (customer satisfaction). It is noteworthy that the success of a hotel lies on its ability to offer services of high quality and to find the proper ways to deal with service failures as well, which occur during offering subject services to the clients. The current quantitative research was carried out at a sample of 164 visitors in hotels, by means of a questionnaire which was submitted electronically in the English language. Althouth the initial goal of the research was to gather competent sample for further statistical analysis and review, nevertheless objective obstacles faced did not allow us to fulfill it. Consequently the replies were analysed by menas of the basic method of ‘’Analysis through tables frequencies’’, which is short indicated that although the employees and the administration of the hotel are willing to recover the service failures, in reality we observe a frequent reluctance by the hotel’s staff and a frequent lack of immediate and efficient recovery of the failure. In this respect the analysis made has drawn some conclusions and, based on them, has made some proposals for the improvement of the hotels’ efficiency in the service failure recovery strategies and tactics.	en
heal.advisorName	Παναγιώτου, Νικόλαος	el
heal.committeeMemberName	Χαλικιάς, Ιωάννης	el
heal.committeeMemberName	Νικάνδρου, Ειρήνη	el
heal.committeeMemberName	Παναγιώτου, Νικόλαος	el
heal.academicPublisher	Εθνικό Μετσόβιο Πολυτεχνείο. Σχολή Μηχανολόγων Μηχανικών	el
heal.academicPublisherID	ntua
heal.numberOfPages	81 σ.	el
heal.fullTextAvailability	true