旅游景区服务补救管理体系构建研究

发布时间：2018-11-25 08:00

【摘要】：旅游景区作为旅游业的三大支柱产业之一,是典型的服务型企业,优质的服务是旅游景区吸引游客的重要因素,也是旅游业实现可持续发展的有效途径。然而目前我国旅游景区服务管理方面存在诸多问题,甚至个别旅游景区出现过较大的失误事件,这些都属于服务失误范畴。当失误发生后,旅游景区为了弥补服务失误并且维护自身的声誉,势必要进行服务补救,效果好的服务补救在挽回游客满意和忠诚的基础之上,还能为其自身带来更多的正面口碑和重游意愿,这将有利于提高旅游景区的经济效益。因此,本文构建了旅游景区服务补救管理体系,并对旅游景区的服务补救质量进行了实证分析,最终为旅游景区服务补救质量的提升以及服务失误问题的减少提供了建议和改进方向。本文对服务补救的概念进行了重新界定,明确了服务补救的内涵与外延,并在此基础上对旅游景区服务补救概念进行了界定,同时将戴明的循环思想和其他几位学者的服务补救程序框架相结合,形成了改进的服务补救管理PDCA循环体系,并将该理论体系运用于旅游景区服务补救管理体系的构建中,采用集对分析法对云台山的整体服务补救质量进行了评价,有针对性地指出其现存的服务补救质量问题,以补充完善旅游景区服务补救管理体系。本文共分为七章:第一章提出了大众旅游时代,旅游景区服务补救管理体系缺乏规范的研究背景,并查阅文献总结了国内外相关的研究成果,提出了构建旅游景区服务补救管理体系的研究思路。第二章在介绍了相关概念的基础上,引入了归因理论、公平理论等,为整篇论文奠定了理论基础。第三章阐述了旅游景区服务的特点与流程,并且在此基础之上分析了服务失误的成因、类型和影响,同时强调了旅游景区服务补救的特点与方法,起到了承上启下的作用。第四章综合了戴明的循环思想和其他几位学者的服务补救程序框架,形成了改进的服务补救管理PDCA循环体系,对预警、执行、反馈和改进四个步骤进行了详细分析。第五章以焦作云台山为例,以游客感知的视角对云台山的服务补救质量进行实证分析,并借助集对分析法,对不同服务项目的集对势进行了排序,结论显示云台山的服务补救工作虽总体趋于良好,但仍有不足。第六章提出了旅游景区服务补救管理措施建议。第七章总结了文章的创新点、主要结论、不足及展望。
[Abstract]:As one of the three pillar industries of tourism, scenic spots are typical service-oriented enterprises. High quality service is an important factor to attract tourists and an effective way for tourism to achieve sustainable development. However, at present, there are many problems in the service management of scenic spots in our country, and even some scenic spots have made some mistakes, all of which belong to the category of service failures. When the mistakes occur, in order to make up for the service mistakes and maintain their own reputation, the tourist scenic spots are bound to carry out service remedies. The good service remedies are based on restoring the satisfaction and loyalty of the tourists. It can also bring more positive word of mouth and revisiting intention for itself, which will help to improve the economic benefits of tourist attractions. Therefore, this paper constructs the service remediation management system of tourist attractions, and makes an empirical analysis on the service remediation quality of tourist attractions. Finally, it provides suggestions and improvement directions for the improvement of service recovery quality and the reduction of service failure. This paper redefines the concept of service remedy, clarifies the connotation and extension of service remedy, and on this basis defines the concept of service remedy in tourist attractions. At the same time, by combining Dai Ming's circular thought with the framework of several other scholars' service remediation procedure, an improved service remediation management PDCA cycle system is formed, and the theory system is applied to the construction of the tourist scenic spot service remediation management system. This paper evaluates the overall service remediation quality of Yuntai Mountain by means of set pair analysis and points out its existing service remediation quality problems in order to supplement and perfect the service remedy management system of tourist attractions. This paper is divided into seven chapters: the first chapter puts forward the research background of the age of mass tourism, the lack of standard management system of tourist attractions service remediation, and summarizes the relevant research results at home and abroad by consulting the literature. This paper puts forward the research idea of constructing the service remedy management system of tourist attractions. The second chapter introduces the related concepts and introduces attribution theory and fairness theory, which lays a theoretical foundation for the whole paper. The third chapter expounds the characteristics and processes of the service of tourist attractions, and on this basis analyzes the causes, types and effects of service failures, and emphasizes the characteristics and methods of service remediation of tourist attractions, which plays a role in connecting the above with the following. The fourth chapter synthesizes Dai Ming's circulation thought and other scholars' framework of service remedy procedure, forms the improved service remedy management PDCA cycle system, and analyzes the four steps of early warning, execution, feedback and improvement in detail. The fifth chapter takes Yuntai Mountain in Jiaozuo as an example to analyze the service remediation quality of Yuntai Mountain from the perspective of tourists' perception. The conclusion shows that the service remediation work in Yuntai Mountain tends to be good, but it is still insufficient. The sixth chapter puts forward the suggestion of the service remedy management measures. The seventh chapter summarizes the innovation of the article, the main conclusions, shortcomings and prospects.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F592.7

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