旅游业标准体系的思考与重构

发布时间：2018-06-19 21:48

本文选题：标准体系 + 重构　；参考：《旅游学刊》2013年11期

【摘要】：旅游标准体系是行业规范化管理的蓝图和技术支撑,也是旅游企业开展标准化工作的基础。研究既符合标准体系基础理论要求,又与旅游业自身特点及其发展规律相吻合的标准体系,对于全面提升我国旅游产品质量和服务水平,改善旅游企业的管理水平,提高旅游企业的国际竞争力具有重要意义。《全国旅游标准化发展规划(2009~2015)》重新修订了国家旅游标准体系,然而该体系的系统性和科学性有待进一步改善。在梳理相关学术文献、标准体系理论以及国家标准的基础上,文章对武汉市旅游相关企业进行了实地调研,发现当前体系存在标准体系层次划分不合理、体系表存在缺失与重复以及标准体系分类不够专业等问题。为了构建更具系统性和可操作性的标准体系,提高行业的标准化管理水平,文章结合旅游业的服务特性和业务要素重构了旅游业标准体系,该体系分为两个层次三个子体系:第一层是基础标准体系,第二层包括服务保障标准体系和服务与服务提供标准体系。基础标准体系是下层标准体系的准则和指南,保障标准体系是服务与服务提供标准体系的直接支撑,服务与服务提供标准体系促进保障标准体系完善,并与保障标准体系共同反馈于基础标准体系。三者以系统的方式发挥效用,并能够不断自我修正和完善。在此基础上,给出了企业层面标准体系的应用指南,指出企业标准体系应当以整个企业的经营管理为目标,涉及企业管理的各个过程,因此其既包括国际、国家、行业和地方标准,还包括企业根据自身情况制定的适用于本组织的规范性文件,把行业标准体系和企业标准体系统一起来,提高标准体系的适用性。
[Abstract]:Tourism standard system is the blueprint and technical support of industry standardization management, and it is also the basis for tourism enterprises to carry out standardization work. The research not only meets the basic theoretical requirements of the standard system, but also conforms to the characteristics of tourism industry and its development law. It can improve the quality and service level of tourism products and improve the management level of tourism enterprises. It is of great significance to improve the international competitiveness of tourism enterprises. The National Tourism Standardization Development Plan 20092015) has revised the national tourism standard system, but its systematicness and scientificalness need to be further improved. On the basis of combing the relevant academic literature, standard system theory and national standard, the article has carried on the field investigation to the Wuhan tourism related enterprise, found that the current system exists the standard system stratification unreasonable, There are some problems in the system table, such as deficiency and repetition, and the lack of specialization in the classification of the standard system. In order to construct a more systematic and operable standard system and improve the standard management level of the industry, this paper reconstructs the tourism standard system by combining the service characteristics and business elements of tourism. The system is divided into two levels and three sub-systems: the first is the basic standard system, the second is the service guarantee standard system and the service and service provision standard system. The basic standard system is the criterion and guide of the lower standard system, the guarantee standard system is the direct support of the service and service supply standard system, and the service and service provision standard system promotes the improvement of the guarantee standard system. And together with the safeguard standard system feedback to the basic standard system. The three play their role in a systematic way and can constantly correct and improve themselves. On this basis, the application guide of the enterprise level standard system is given. It is pointed out that the enterprise standard system should aim at the management of the whole enterprise, and involve all the processes of the enterprise management, so it includes both international and national. The industry and local standards also include the normative documents formulated by the enterprises according to their own conditions that are applicable to the organization, which unify the industry standard system and the enterprise standard system, and improve the applicability of the standard system.
【作者单位】：中南财经政法大学;
【基金】：中南财经政法大学优秀硕士学位论文培育项目资助
【分类号】：F592;F203

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