导游徐敏超持刀砍人事件的旅游管理思考

发布时间：2018-04-15 08:28

本文选题：导游员 + 导游服务　；参考：《西安科技大学》2013年硕士论文

【摘要】：旅游业是当今世界上发展最为迅速、前景最为广阔的的产业之一。近年来,世界旅游业持续高速增长,并将保持强劲发展势头。国内旅游业也方兴未艾，旅游业已成为我国国民经济的重要的新兴产业之一，伴随着旅游业的快速发展，，“导游员强迫游客购物”和“导游员拿回扣”的现象也越来越多。而旅行社为了在激烈的市场竞争中占有一席之地，纷纷使出招数，旅游“零团费”、“负团费”现象就是这一竞争过程的特殊产物。这些不良的现象使得旅游行业的声誉受损，逐渐演变为社会舆论的焦点。导游员是旅游这个行业的最重要的一线工作人员，其工作在旅游行业的工作中有着核心的地位，旅游服务质量的高低关键在于导游服务质量的高低。但是，从这几年关于旅游的恶性事件和游客投诉情况的新闻报道来看，有关导游的问题频频成为社会关注的焦点和游客们投诉的对象，这一问题严重的影响了旅游业的健康蓬勃发展。导游员的劳动价值没有得到应有的回报，导游员一心只想着带游客去购物，导游员变为了导购，这就是因为我国现行的旅游管理体制有着许多的问题，有待进一步解决。本文以“导游徐敏超持刀砍人事件”为例，从“导游服务”、旅行社的“盈利模式”、“市场开发和产品开发”、“品牌塑造”、导游员的“薪酬制度”、“职业能力培养”、“管理体制”和“心理压力”等八个方面分析，揭示了旅游行业现存的一些严重弊端，同时也提出了一些建议和解决的对策。比如：治理旅行社不合理盈利模式的对策，解决恶性削价竞争的对策，旅游产品开发的对策，旅行社新的品牌塑造策略，导游薪酬制度改革的建议以及导游调适心理压力的措施等。希望能对规范旅游行业市场有所帮助，使我国旅游业向着健康、持续的方向，又好又快的发展。
[Abstract]:Tourism is one of the most rapid and promising industries in the world.In recent years, the world's tourism industry continues to grow at a high speed and will maintain a strong momentum of development.Domestic tourism is also in the ascendant. Tourism has become one of the important new industries of our national economy. With the rapid development of tourism, the phenomenon of "tour guides forcing tourists to shop" and "tour guides get kickbacks" is more and more.In order to occupy a place in the fierce market competition, the travel agencies use the tactics one after another. The phenomenon of "zero tour fee" and "negative group fee" is the special product of this competition process.These bad phenomena damage the reputation of tourism industry and gradually become the focus of public opinion.Tour guides are the most important front-line staff in the tourism industry, whose work has the core position in the tourism industry. The key of tourism service quality lies in the tour guide service quality.However, judging from the news reports on the pernicious events of tourism and tourist complaints in recent years, the issue of guided tours has frequently become the focus of attention of the society and the object of complaints lodged by tourists.This problem has seriously affected the healthy and vigorous development of the tourism industry.The tour guide's labor value has not got the due return, the tour guide only wants to take the tourist to the shopping, the tour guide has become the guide purchase, this is because our country's present tourism management system has many problems, needs to be solved further.This paper takes the case of Hsu Minchao, as an example, from "tour guide service", "profit model" of travel agency, "market development and product development", "brand shaping", "salary system" of tour guide, "professional ability training".The analysis of eight aspects, such as "management system" and "psychological pressure", reveals some serious disadvantages existing in the tourism industry, and puts forward some suggestions and countermeasures.For example, the countermeasures to deal with the unreasonable profit model of travel agencies, the countermeasures to solve the vicious price reduction competition, the countermeasures for the development of tourism products, the new branding strategies for travel agencies,Suggestions on the reform of tour guide compensation system and measures to adjust the psychological pressure of tour guide.It is hoped that it will be helpful to standardize the tourism market and make the tourism of our country develop healthily and continuously.
【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.1

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