Question

急求高手将下面这段英文翻译成法语，希望文笔通顺，翻译准确，千万不要是翻译机上发出来的啊，谢谢帮忙呀~

Complaint handling management is of growing concern in the academic fields as well as in practice. The major reason of this phenomenon is probably the potential effects which can exert on complaint satisfaction and further, guest loyalty. Yet, there are disputes regard that plenty of complainants are actually dissatisfied, even worse, defected by the way in which their complaints are handled by service providers. Hence, the primary aim of this thesis is to examine the relationships among complaint resolutions (speed, facilitation, explanation, redress, attentiveness and effort), complaint satisfaction and guest loyalty; the other two subordinate aims are to assess what the frequent actions taken by hotel complainants and to identify what is the most effective complaint resolution in the background of hotel industry in city of Wenzhou, China. This thesis achieved these three research aims through an extensive review of relevant literature and the implementation of practical investigation. The practical research was carried out through collecting data (using self-reported survey) from hotel guests in city of Wenzhou. Several key findings are produced by this research: all the six complaint resolutions that mentioned above have significant positive relationships with complaint satisfaction and guest loyalty; complainant satisfaction is confirmed to be positively related to guest loyalty as well; the study also finds that effort is the most effective way of complaint resolution which can affect complaint satisfaction and guest loyalty; and three frequent complaining actions are making complaint to hotel employees, stopping family or friends purchasing from the hotel and defection behavior. The main conclusions drawn from this thesis was that obtaining guest loyalty from hotel complainants is achievable if appropriate complaint resolutions are carried out. Finally, this research suggests hotel managers, who are seeking for effective complaint responses to solve complaints with a view to satisfy and retain their unhappy guests, may consider proceeding from these six dimensions; moreover, since it was found that effort is the most effective complaint resolution, special attention should be put on employee effort contributed into resolving guest complaints.

Key words: Complaint resolution, Complaint satisfaction, Guest loyalty, Hotel industry
问题已解决，无需再翻~谢谢大家

Answer 1

50分拿不下