本文从顾客抱怨原因、顾客抱怨后行为反应和企业对待顾客抱怨的理念三个方面着手,旨在分析旅游企业顾客抱怨的框架,以达成旅游企业维护良好的客我关系,提升顾客满意度,提升企业形象和长期经济效益的战略目标。 This article starts from the following three aspects: the reason of customer complaint, the behavior reaction after customer complaint and the concept of enterprise treating customer complain. The purpose of this article is to analyze the framework of customer complain in tourism enterprise so as to reach a conclusion that tourism enterprise should maintain good relationship between customer and customer, enhance customer satisfaction, Corporate image and long-term economic benefits of the strategic goals.