构建以互联网为依托的联合旅游投诉机制研究
发布时间：2019-05-22 10:33
【摘要】：随着我国旅游业的迅猛发展，旅游服务质量问题也较为突出，旅游投诉不断增多，但处理的结果却不尽理想。由于旅游活动的异地性、流动性、暂时性、非惯常性，以及关联度高、涉及面广、管理方多的特点，加之相关监管法律、法规不健全，使得旅游投诉处理的难度较大。随着互联网的普及和信息技术的发展，本研究认为，可以利用互联网受众面广，传播即时高效，共享度高，互动性强，公开、透明、易跟踪等特点，构建以此为依托的联合旅游投诉机制，以解决当前旅游投诉处理乏力状况。 本研究主体包括三个部分：一是对旅游投诉的现状、问题及原因进行分析；二是从互联网的发展趋势及优势、网络投诉心理预期研究、现有网络投诉平台现状三个部分研究以互联网为依托的必要性；三是旅游投诉机制的搭建并以互联网途径进行具体运作。机制的构建以信息社会理论和网络型组织结构两大理论为基础，建立了涉及旅游业部门在内的横向水平一体化和国家、省、市、县四个层级的纵向垂直分层化的联合组织体系，成立了联合旅游投诉办公室，运用互联网各项技术和手段进行受理、处理、反馈的三阶段的具体运作。 该机制的创新之处主要在其视角以及运作上的透明高效，以互联网为依托，一定程度上突破了以往投诉机制的诸多局限，，对于旅游投诉的解决和旅游业的健康发展具有理论意义和实践意义。
[Abstract]:With the rapid development of tourism in China, the quality of tourism service is also more prominent, tourism complaints continue to increase, but the results are not ideal. Because of the heterogeneity, mobility, temporary, non-idiosyncratic, high correlation degree, wide range of management and imperfect supervision laws and regulations, it is difficult to deal with tourism complaints. With the popularity of the Internet and the development of information technology, this study holds that we can make use of the characteristics of wide audience, instant and efficient communication, high sharing, strong interaction, openness, transparency, easy to track and so on. In order to solve the current weak situation of tourism complaint handling, the joint tourism complaint mechanism based on this mechanism is constructed. The main body of this study includes three parts: first, the current situation, problems and causes of tourism complaints are analyzed; Second, from the development trend and advantages of the Internet, the psychological expectation of network complaints, the current situation of the existing network complaint platform, the necessity of relying on the Internet; Third, the construction of tourism complaint mechanism and the specific operation of the Internet. The construction of the mechanism is based on the theory of information society and the theory of network organizational structure, and establishes a vertical and vertical hierarchical joint organization system involving the horizontal integration of tourism sector and the vertical and vertical stratification of the national, provincial, municipal and county levels. Set up a joint tourism complaint office, using Internet technology and means to accept, deal with, feedback three stages of the specific operation. The innovation of the mechanism mainly lies in its perspective and transparency and efficiency in its operation, relying on the Internet, to a certain extent, breaking through many limitations of the previous complaint mechanism. It is of theoretical and practical significance for the solution of tourism complaints and the healthy development of tourism.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592
本文编号：2482879
[Abstract]:With the rapid development of tourism in China, the quality of tourism service is also more prominent, tourism complaints continue to increase, but the results are not ideal. Because of the heterogeneity, mobility, temporary, non-idiosyncratic, high correlation degree, wide range of management and imperfect supervision laws and regulations, it is difficult to deal with tourism complaints. With the popularity of the Internet and the development of information technology, this study holds that we can make use of the characteristics of wide audience, instant and efficient communication, high sharing, strong interaction, openness, transparency, easy to track and so on. In order to solve the current weak situation of tourism complaint handling, the joint tourism complaint mechanism based on this mechanism is constructed. The main body of this study includes three parts: first, the current situation, problems and causes of tourism complaints are analyzed; Second, from the development trend and advantages of the Internet, the psychological expectation of network complaints, the current situation of the existing network complaint platform, the necessity of relying on the Internet; Third, the construction of tourism complaint mechanism and the specific operation of the Internet. The construction of the mechanism is based on the theory of information society and the theory of network organizational structure, and establishes a vertical and vertical hierarchical joint organization system involving the horizontal integration of tourism sector and the vertical and vertical stratification of the national, provincial, municipal and county levels. Set up a joint tourism complaint office, using Internet technology and means to accept, deal with, feedback three stages of the specific operation. The innovation of the mechanism mainly lies in its perspective and transparency and efficiency in its operation, relying on the Internet, to a certain extent, breaking through many limitations of the previous complaint mechanism. It is of theoretical and practical significance for the solution of tourism complaints and the healthy development of tourism.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592
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