旅游消费者权益保护与旅行社利益冲突研究

发布时间：2018-02-10 17:28

本文关键词： 旅游消费者权益旅行社利益冲突　出处：《南昌大学》2012年硕士论文　论文类型：学位论文

【摘要】：旅游消费者作为旅行社利益相关者中重要的一员,与旅行社既对立又依存。然而旅行社在市场交易中,经常牺牲旅游消费者的权益来满足自身的利益。目前对保护旅游消费者权益的相关法律法规还存在不足,尤其是对低价团队中的购物纠纷的解决还存在欠缺。因此,很有必要对旅游消费者权益与旅行社利益之间的矛盾冲突进行研究,以减少旅游消费者权益的损害。保护旅游消费者的权益是为了帮助旅游消费者满足其旅游需求,即获得物美价廉、带来旅行享受的旅游产品,而旅行社降低成本、追求利润是其经营目的,二者之间的冲突在于双方利益有差别。冲突的最终表现往往在经济利益上,在旅游消费者眼里,旅游社受利益驱动,就会做出降低服务标准、隐满旅游信息、强迫消费等侵害其利益的行为。旅游消费者因不满旅行质量,要求旅行社赔偿损失,旅行社为规避经营风险,极力降低或免除赔偿责任。目前已有的旅游消费者权益保护问题的研究角度主要是法律方面。本文创新性的从旅游消费者权益与旅行社利益之间的冲突着手,探讨了旅游消费者与旅行社之间冲突的特殊性及化解冲突的策略。研究结果表明,其特殊性表现在旅行社产品的同质性、效用与价格不符、旅行社经营能力不能满足旅游消费者的需求、产品的内涵超出旅游消费者的健康等承受能力、主体地位的非平等性。这些冲突损害了旅游消费者的法律平等地位权、产品的选择权、知情权、安全权、按约旅行权、公平交易权等。冲突的原因是旅游消费者期望获得愉悦的旅游经历,而旅行社期望获得最大的利润,二者的目的存在潜在矛盾。旅游消费者希望旅游产品价格低廉,而旅行社低价销售后为弥补亏损、获得利润,采取的降低服务标准、强制消费等方式侵害了旅游消费者的合法权益。要避免或减少旅游消费者与旅行社利益冲突,建议完善旅游相关法律法规、加强行业管理与监督、旅行社加强自我质量监督管理、试行旅行社产品评估机制、减少旅行社产品的同质性、创新产品的盈利点、旅游消费者提高维权意识与理性消费、统一共同目标利益,理性协调冲突。
[Abstract]:As an important member of travel agency stakeholders, tourist consumers are both opposite and dependent on travel agencies. However, in market transactions, travel agencies, We often sacrifice the rights and interests of tourism consumers to meet their own interests. At present, there are still deficiencies in the relevant laws and regulations on the protection of tourism consumers' rights and interests, especially in the resolution of shopping disputes in low-cost groups. It is necessary to study the conflict between tourist consumer rights and travel agency interests in order to reduce the damage of tourist consumers' rights and interests. The purpose of protecting the rights and interests of tourism consumers is to help tourism consumers meet their tourism needs, that is, to obtain tourism products that are of good quality and cheap and bring about travel enjoyment, while travel agencies reduce costs and pursue profits for their business purposes. The conflict between the two is that there are differences in the interests of both sides. The ultimate manifestation of the conflict is often in the interests of the economy. In the eyes of the tourist consumers, tourism agencies driven by interests will make lower service standards and hide tourism information. In order to avoid the risk of operation, the travel agency tries its best to reduce or exempt the liability of the travel agency because of its dissatisfaction with the quality of the travel and the demand of the travel agency to compensate for the loss. At present, the existing research angle of tourist consumer's rights protection is mainly legal aspect. This article innovatively starts from the conflict between tourist consumer's rights and travel agency's interests. This paper probes into the particularity of the conflict between tourist consumers and travel agencies and the strategies to resolve the conflicts. The results show that its particularity lies in the homogeneity of the travel agency products, the inconsistency between the utility and the price, the inability of the travel agency to meet the needs of the tourist consumers, and the fact that the connotation of the products exceeds the health and other affordability of the tourist consumers. The non-equality of the subject status. These conflicts undermine the right to equal legal status of tourism consumers, the right to choose products, the right to know, the right to security, the right to travel according to contract, The reason for the conflict is that the tourist consumer expects to get a pleasant travel experience, while the travel agency expects to obtain the maximum profit. There is a potential contradiction between the two purposes. The tourist consumer wants the tourism product to be cheap, In order to make up for the loss and gain the profit, the travel agency reduces the service standard and compulsory consumption, which infringes on the legitimate rights and interests of the tourist consumers. To avoid or reduce conflicts of interest between tourism consumers and travel agencies, suggestions should be made to improve tourism related laws and regulations, strengthen industry management and supervision, strengthen self-quality supervision and control, and try out a mechanism for evaluating travel agency products. Reducing the homogeneity of travel agency products, innovating the profit points of the products, raising the awareness of safeguarding rights and rational consumption, unifying the common goal and interests, coordinating rationally the conflict.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.6;F203

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