旅行社服务补救管理机制研究

发布时间：2017-12-31 05:01

本文关键词：旅行社服务补救管理机制研究　出处：《南京理工大学》2013年硕士论文　论文类型：学位论文

【摘要】：旅行社作为典型的服务企业,在服务过程中出现服务失误是不可避免的,服务失误会对旅行社的服务质量造成严重影响,进而影响旅行社的发展。服务补救是服务提供者对服务失误所采取的行动,目前少有学者对旅行社服务补救进行系统的研究,本文对旅行社服务补救管理机制进行研究,研究主要包括以下几部分：首先,对旅行社服务失误进行分析。通过资料的收集与整理,了解了旅行社的概念及其服务特点。其后对我国旅行社发展及服务失误现状进行分析,从旅行社服务特点出发对旅行社服务失误存在的原因进行分析,对旅行社服务失误进行分类,并阐述服务失误对旅行社的严重影响。其次,对旅行社服务补救管理机制进行构建,构建的机制主要包括四部分：预应机制、执行机制、评估机制和反馈机制。重点对预应机制和评估机制进行研究。在预应机制中,使用基于灰色关联分析的服务FMEA方法对旅行社严重服务失误进行判别,通过定量分析对旅行社严重服务失误进行总结,在此基础上,通过服务设计和内部服务补救对总结的严重服务失误有针对性的进行预防。在评估机制中,从游客角度出发构建基于集对分析的旅行社服务补救质量评价模型。最后,对服务补救质量进行实证研究。根据评估机制中构建的服务补救质量评价模型,选取南京市一家知名旅行社作为研究对象,对其服务补救质量进行实证分析,并根据实证结果给出服务补救的管理建议。
[Abstract]:The travel agency as a typical service enterprise, service failures are inevitable in the process of service, service failure will cause serious influence on the service quality of the travel agencies, thereby affecting the development of the travel agency. Service recovery is taken by the service provider to the service failure action, there are a few scholars have the service of travel agency remedy system this paper makes a research on the study of travel service recovery management mechanism, the research mainly includes the following parts:
First of all, the travel agency service failure analysis. Through data collection and collation, understand the concept of travel service and its characteristics. Then the status quo of the development of travel agencies and service failure in China were analyzed from the characteristics of the travel agency service of travel agency service failures exist in the analysis, the classification of travel agency service mistakes, and expounds the service failure of a serious impact on the travel agency.
Secondly, the travel agency service recovery management mechanism construction, build the mechanism mainly includes four parts: the execution mechanism of pre stress mechanism, evaluation mechanism and feedback mechanism. Emphasis should be placed on the mechanism and evaluation mechanism of pre research. In the pre stress mechanism, using the FMEA service method of grey correlation analysis based on the travel agency serious service failure criterion, through quantitative analysis of travel agency serious service failure are summarized, on the basis of this, through service design and internal service recovery on serious service failure summary of targeted prevention. In the evaluation mechanism, in the view of the tourists set travel service recovery quality evaluation model based on the analysis of the.
Finally, the empirical research on service recovery quality. According to the evaluation of service recovery quality evaluation mechanism in the model, select a well-known Nanjing travel agency as the research object, carries on the empirical analysis of service recovery quality, and according to the empirical results given the service recovery management recommendations.

【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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