20.500.12556/DKUM-79539 Uporabnost »jaz sporočila« pri reagiranju na pritožbe gostov – mnenje receptorjev The usefulness of the »I message« in responding to guest complaints - receptionists' opinions Pritožbe so del vsakdanjika vsakega receptorja. V zaključnem delu smo raziskovali uporabnost »jaz sporočila« pri reagiranju na pritožbe gostov, ker smo želeli ugotoviti ali lahko tehnika »jaz sporočila« receptorjem pomaga pri pritožbah in ali je sploh koristna za reševanje pritožb. To je bil prvi poskus preverjanja smiselnosti uporabe te metode v turistični industriji. Poleg tega nas je zanimalo tudi, kako pritožbe vplivajo na receptorje, ali čutijo emocionalno delo in kakšne so njihove trenutne strategije, ki jih uporabljajo pri reagiranju na pritožbe gostov. S pomočjo poglobljenih intervjujev 15 receptorjev smo prišli do vseh želenih rezultatov naše raziskave. Ugotovili smo, da receptorji vidijo soočanje s pritožbami kot emocionalno delo, da trenutno nimajo kakšnih specifičnih podjetniških strategij za reševanje pritožb, temveč le svoje in ne nazadnje, da so receptorji razcepljeni o uporabnosti tehnike »jaz sporočila«, kot koristne in smiselne za uporabo pri reagiranju na pritožbe gostov in da ima le-ta tehnika veliko ovir za dejansko praktično uporabo v resnični situaciji. Complaints are part of the daily routine of every receptor. In our final thesis we explored the usefulness of the “I-message” in responding to guest complaints because we wanted to determine if the “I-message” technique can help receptionists with complaints and whether it is useful at all for resolving complaints. This was the first attempt to test the feasibility of using this method in the tourism industry. In addition, we were also interested in how complaints affect receptionists or if they feel emotional work and what strategies are they currently using for responding to guest complaints. With the help of in-depth interviews of 15 receptionists, we came to all of the desired results of our research. We found out that receptors see dealing with complaints as emotional work, that they do not currently have any specific companies strategies for resolving complaints other than their own, and last but not least that receptors are divided on if "I-message" technique is useful and meaningful to use in responding to guest complaints and that this technique has many obstacles to be actually used in practice in a real situation. »jaz sporočilo« emocionalno delo receptorji pritožbe izgorelost «I-message« emotional work receptionists Complaints burnout true true false [M. Plankar] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2021-07-16 14:18:16 2021-11-26 11:57:39 2022-08-09 21:38:47 0000-00-00 00:00:00 2021 0 Brežice 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 316.485.6:640.4-057(043.2) 86691587 UN_Plankar_Matic_2021.pdf UN_Plankar_Matic_2021.pdf 1 27C853110B0C918F0D321587BD249E5D e303bfcce1edbff2f0ab14821221e53a47aa66ef59ded5aa582de721657233b1 045692ca-f535-11eb-a098-00155d581298 20.500.12556/dkum/499328ac-25ce-49f2-89cd-73653e4a11d8 https://dk.um.si/Dokument.php?lang=slv&id=151523 Fakulteta za turizem 0 0 0