Managing Customer Complaints- A Tool to Enhance Customer Relationship in Hotel and Restaurant Industryfor an Entrepreneur

Abstract

Complaint management system in the organizations should be so effective that it does not destroy the image
of the company and the brand value is not affected negatively. Handling customer complaints is a skill and
the organizations today, must focus on the development of effective skills among its employees for a better
future. The paper aims to analyse the aspect of Complaint Handling in the area of Customer Relationship
Management in Hotel and Restaurant service sector in India. The various types of problems faced by
customers in Hotel and Restaurant service sector in the public and private sectors, the frequency of making
complaints and the expectation levels of customers regarding the ability of the customer service provider in
handling complaints are the main issues of discussion in the paper. The paper is based on primary data. The
paper has a practical implication both for the academicians and for the readers. The highlights of the paper
can be used for further research purpose and provides knowledge base to the readers. The paper is original
in nature. This paper provides historical context for recent developments in the area of Complaint
management in Hotel and Restaurant service sector. It can help in improving the complaint management
process in Hotel and Restaurant service sector.