山水旅行社服务体系研究

发布时间：2018-01-03 20:28

本文关键词：山水旅行社服务体系研究　出处：《中国海洋大学》2013年硕士论文　论文类型：学位论文

【摘要】：改革开放以来,社会经济得到了日新月异的发展,人民的生活质量得到了不断的提高,物质收获的满足日益丰富,渐渐的趋向精神生活的追求,旅游成了人们日常生活的重要的一部分。追求旅游中的畅快淋漓,了解不同地区的文化特点,游览各地的大山大水,成了人们精神生活得到满足的一个重要部分。旅行社,就是为人们提供旅游服务的工具。随着人们对旅行要求的不断提高,旅行社的服务便成了能够满足顾客需要的必要条件。人们对消费需求的要求,慢慢的变的多样化、个性化,而旅行社的发展也慢慢的向着追求品质、追求创新,以通过更多的方式,满足游客不同的需求。因此,建立一套完整的服务体系,提高服务品质成了旅行社发展的重要途径。本文通过文献研究法,对旅行社服务体系构建的进行了文献综述,研究了关于服务和服务体系的相关理论,借鉴了西方的理论依据,得出了企业内部服务体系的构建。形成了员工“内部顾客”的理念,工作是内部产品的理念,让员工提高服务意识,首先把内部自己人当成服务的对象,把自己的分内的工作当做产品,从自身实现内部服务的互通互惠。同时,经过研究分析,提出了内部服务质量的评价,是通过游客的期望值与体验感之间的差异性来衡量。采取实地调研法和案例分析法选择山水旅行社为例,结合前台服务质量设计问卷,对问卷的结果进行分析、研究、统计,并作为参照的系数,来探讨评价旅行社服务质量基本要素,以及要素和要素之间的关系。通过山水旅行社的实际案例,进行分析得出存在的问题以及出现问题的原因,并根据实际情况建立相应的模型,最后提出旅行社更好服务需要的对策。本文引用了管理学中管理控制理论,结合旅行社配套服务的特点,将旅行社企业的配套服务进行有效的控制。通过确立服务质量控制目标,建立有效的信息系统,有效的利用服务补救,完善内部服务的控制机制,改进外部的服务质量控制等程序,对旅行社的配套服务进行全面的控制。并提出了标准化质量管理体系的建立是提高服务质量的有力保障。运用了SERVQUAL评价体系量表,构建了山水旅行社前台服务质量评价量表并运用了IPA八定位分析,对旅行社的前台服务质量进行了测量、分析并且提出了修改意见。IPA分析方法的基本思路,就是通过分析和比较服务评价因子的期望值与实际的绩效性来确定服务质量改进的进度情况,以利于有限的资源得到充分的整合。本文的创新点在于：1)文章借鉴了项目管理方面的理论体系,创建了满足服务标准化建设的流程设计图,结合服务这一特殊的行为方式,形成了项目启动(服务预案)、调研策划(结合市场实际)、制定方案(产品的开发)、评估改进(售后反馈)五个环节,利用流动的方式,对旅行社开展服务质量标准化建设进行控制。2)本文构建了一个服务体系,内部涵盖基本服务流程体系,影响服务的因素的关系体系,以及维护服务体系的保障体系等。
[Abstract]:Since the reform and opening up, the social economy has been change rapidly development, people's quality of life has been continuously improved, the material gain meet the increasingly rich spiritual life, the pursuit of the trend gradually, tourism has become an important part of people's daily life. The pursuit of tourism in the Yuanmin, understand the cultural characteristics of different regions, visit all over the mountains and rivers into people's spiritual life is an important part of the meeting. The travel agency, is to provide travel services for the people. With the increasing of travel demand, travel service has become the necessary conditions to meet the needs of the customer. The demand for consumer demand, diversification, slowly the change of personality, and the development of travel agency also slowly towards the pursuit of quality, pursuit of innovation, through more ways to meet the different needs of tourists. Therefore, to establish a set of The complete service system and the improvement of the service quality have become an important way for the development of the travel agency.
In this paper, through literature research, the travel agency service system construction were reviewed on the related theories on service and service system, from the theoretical basis of western construction of internalservice system. The formation of the employees "internal customers" concept, is the internal product idea, let the staff improve the service consciousness, first of all objects within its own people as service, his job as a product from its own internal service to achieve interoperability mutual. At the same time, through research and analysis, put forward the evaluation of internal service quality, as measured by the difference between the tourists and experience a sense of expectation.
Take the field research method and case analysis method to choose the landscape travel agency as an example, combined with the front desk service quality questionnaire, the results of questionnaire analysis, research, statistics, and as a reference factor to evaluate the basic elements of the service quality of travel agency, as well as the relationship between the elements and elements to. Through the actual case of landscape travel agency and analyze the existing problems and the causes of the problems, and establish the corresponding model according to the actual situation, and finally puts forward the countermeasures to better serve the needs of the travel agency.
This article refers to the management of the management control theory, combined with the characteristics of travel services, the travel agency services for effective control. Through the establishment of service quality control objectives, establish an effective information system, using effective remedial services, improve the internal control mechanism of service, improve the external service quality control program the travel agency services, comprehensive control. And proposed the establishment of a standardized quality management system is a powerful guarantee to improve the quality of service.
Using the SERVQUAL evaluation scale system, constructs the evaluation of travel agency service of reception quality landscape scale and the use of IPA eight positioning analysis, the travel agency service of reception quality was measured, analyzed and put forward the basic idea of amendments.IPA analysis method, is through the analysis and comparison of factor evaluation of service expectations and performance to determine the actual progress to improve the quality of service, for the limited resources are fully integrated.
The innovation of this paper lies in: 1) based on the theory of project management, to create a process design service standardization to meet with the special service behavior, the formation of the project (service plan), research planning (with actual market), plan (product development) evaluation, improvement (customer service feedback) five links, the flowing way to control.2 to carry out service quality standardization construction of travel agency) this paper constructs a service system, covering the basic internal service process system, system factors influence the service and maintenance service system, security system and so on.

【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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