Publisher's Synopsis
Hotel companies are currently facing an increasingly competitive market. New information and communication technologies allow customers to be increasingly informed and demanding. In Mozambique, specifically in Tete Province and City, customers are increasingly interested in hotel establishments that keep them satisfied, especially with the forms of service, the meal, hygiene and safety. These establishments have the challenge of offering personalized treatment and make customers more and more loyal. To achieve this, it is imperative to use effective data collection techniques, as well as to know the concept of complaint, its importance, the need to accept and attend to it, and to associate the complaint with an effective and transparent database system, thus improving management procedures.
