城市游憩商业区服务标准研究

发布时间：2018-05-12 22:31

本文选题：城市游憩商业区(RBD) + 服务质量　；参考：《华东师范大学》2013年硕士论文

【摘要】：作为城市旅游系统的重要组成部分,城市游憩商业区(RBD)的服务质量是影响游客体验的重要因素。高质量的服务水平是RBD树立良好市场形象和获取游客口碑的基础,也是RBD保证稳定的客流并可持续发展的根本。RBD服务质量提升的关键在于如何使其服务活动规范化、标准化,并对服务质量进行持续改进。本文在对RBD服务标准需求现状调研的基础上,整理得出影响RBD服务标准的关键因素,由此建立一个科学完善的服务标准系统,为RBD的服务管理提供规范引导,也为游客体验的评价提供参考依据,从而促进RBD的规范管理和持续发展。本文以对RBD的研究回顾为起点,基于RBD的服务流程和关键时刻模型,提炼RBD的关键影响因子作为服务标准需求指标体系,构建了包括商业区相关设施配套、基本服务的实现能力、服务能得到顾客的信任、服务的效率和沟通能力以及对顾客的帮助和照顾共五个维度22项指标。由此对上海市RBD的服务标准需求进行了现状调研,在对游客期望程度与满意程度进行对比分析的基础上,形成RBD服务标准建设的实用信息以及服务标准体系构建的关键指标。在对RBD服务标准需求现状调研的基础上,本文提出了RBD服务标准建设应重点关注的领域,并构建了基于顾客体验的RBD服务标准,主要内容包括：服务提供要求(对应需求调研中的基本服务的实现能力)、服务环境要求(对应需求调研中的相关设施配套和服务能得到顾客的信任)、服务人员要求(对应需求调研中的服务能得到顾客的信任、服务的效率和沟通能力、对客的帮助和照顾)、服务评价与改进(包括服务组织维度、服务产品维度以及公众满意维度三个维度)。最后,本文根据RBD服务的特征,提出了服务标准实施的意义、原则和程序,以期对RBD服务标准的落地实施提供有效借鉴。
[Abstract]:As an important part of the urban tourism system, the service quality of the urban recreation business district (RBD) is an important factor affecting the tourist experience. The high quality service level is the foundation of RBD to set up a good market image and gain the reputation of tourists. It is also the key of how to standardize and standardize the service activities of RBD to ensure a stable passenger flow and sustainable development. And continue to improve the quality of service. Based on the investigation of the demand of RBD service standard, this paper concludes the key factors that affect the RBD service standard, and establishes a scientific and perfect service standard system, which provides the standard guidance for the service management of RBD. It also provides a reference for the evaluation of tourist experience, thus promoting the standardized management and sustainable development of RBD. Based on the service flow and critical time model of RBD, this paper takes the review of RBD as the starting point, abstracts the key factors of RBD as the index system of service standard demand, and constructs a complete set of related facilities including commercial district. There are 22 indexes in five dimensions: the ability to realize basic services, the ability to obtain customer trust, the efficiency and communication ability of service, and the help and care for customers. Based on the investigation of the demand of RBD service standards in Shanghai, this paper makes a comparative analysis of the expectation and satisfaction of tourists, and forms the practical information of the construction of RBD service standards and the key indicators of the construction of service standards system. Based on the investigation of the demand of RBD service standard, this paper puts forward the field that should be paid attention to in the construction of RBD service standard, and constructs the RBD service standard based on customer experience. The main contents include: service provision requirements (the ability to achieve basic services in the corresponding needs survey, the service environment requirements (related facilities and services in the corresponding needs survey can be trusted by customers), service personnel should In response to the needs of the service can be trusted by the customer, Service efficiency and communication ability, customer help and care, service evaluation and improvement (including service organization dimension, service product dimension and public satisfaction dimension). Finally, according to the characteristics of RBD services, this paper puts forward the significance, principles and procedures of the implementation of the service standards, in order to provide an effective reference for the landing implementation of RBD service standards.
【学位授予单位】：华东师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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