[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.