Tourism customer service. Theory vs practice

Abstract

[eng] Every company faces problematic situations, and hotels are not an exception. Telling bad news to the customers, managing them when they are angry… Having a clear image on how to deal with these problems is vital to any good management. Such is the purpose of this thesis: to locate, analyze and understand the strategies of customer service used by receptionists to then compare them with the theory of behavioral science; do they work similar? What do they differ in? After conducting interviews with different reception staff and researching behavioral science concepts like “the two selves”, “WYSIATI”, “the anchoring effect” among others, it appears that they subconsciously adapted some of the theory without ever studying it.