我国旅行社服务质量规制研究
发布时间：2018-07-22 20:22
【摘要】：旅游业作为新兴、高增长率的产业，对国民经济的增长起着不可忽视的作用，而旅行社为旅游者提供包括“吃、住、行、游、购、娱”的一系列服务，满足了人民群众的旅游需求，并将旅游业的各部分有机地结合起来，给旅游者的出行带来了极大的方便，可见旅行社在整个旅游业中起着不可取代的核心作用。但与此同时，不对称的信息却充斥着旅行社从广告宣传到实地出团的各个环节，游客越来越难以体验到优质的服务和愉快的旅程。市场失灵不仅使得消费者的利益受到严重损害，而且制约了旅行社乃至整个旅游市场的正常发展。近年来，我国通过制定并颁布旅行社行政法规及旅行社国内旅游服务质量要求对旅行社的服务质量进行规制，其目的在于加强对旅行社不规范行为的管理，确保旅游消费者和旅行社的合法权益，维护旅行社及旅游市场的正常秩序，从而促进整个旅游业的健康发展。本文采用了规范研究与实证研究相结合，运用规制经济理论、博弈分析、信息不对称理论，对旅行社服务质量规制进行经济学分析，全面深入地阐述了旅行社暴露出的问题以及规制不当的原因，并有针对性的提出了规制方面的对策，力图从各个环节构建旅行社服务质量健康的发展的机制。 本文的主要内容包括以下六部分：第一部分是本文的绪论部分，阐述了旅行社服务质量规制的研究背景、研究意义（包括理论意义和现实意义）、研究思路及文章的创新与不足。第二部分是文献综述，包括国内外对旅行社服务质量规制的研究进展。第三部分介绍了我国旅行社服务质量规制的发展进程及现状。第四部分总结目前规制部门对旅行社服务质量规制中存在的问题并深入分析了旅行社服务质量规制失灵的原因。第五部分是旅行社服务质量规制的理论基础与模型分析，阐述了旅行社因信息不对称而产生的逆向选择和道德风险，并且通过博弈模型分析了旅行社与规制部门的决策行动，认为政府应该对旅行社的服务质量实施强规制，并加大旅行社提供劣质服务的惩罚成本。第六部分对中国旅行社服务质量规制提出了改革建议。
[Abstract]:Tourism, as a new and high growth industry, plays an important role in the growth of the national economy. Travel agencies provide a series of services for tourists, including "eat, live, travel, buy, entertain". It meets the tourism needs of the people and organically combines the various parts of the tourism industry, which brings great convenience to the travel of tourists. It can be seen that travel agencies play an irreplaceable role in the whole tourism industry. But at the same time, the asymmetric information is full of travel agencies from advertising to field tours, tourists are increasingly difficult to experience quality service and happy journey. Market failure not only seriously damages the interests of consumers, but also restricts the normal development of travel agencies and the whole tourism market. In recent years, our country makes and promulgates the travel agency administrative regulation and the travel agency domestic traveling service quality request carries on the regulation to the travel agency service quality, its purpose is to strengthen to the travel agency nonstandard behavior management. To ensure the legitimate rights and interests of tourism consumers and travel agencies, to maintain the normal order of travel agencies and the tourism market, thereby promoting the healthy development of the tourism industry as a whole. This paper combines normative research with empirical research, applies the theory of regulation economy, game analysis and information asymmetry theory to analyze the regulation of travel agency service quality. This paper comprehensively and deeply expounds the problems exposed by travel agencies and the reasons of improper regulation, and puts forward the countermeasures of regulation in order to construct the mechanism of the healthy development of service quality of travel agencies from various aspects. The main contents of this paper include the following six parts: the first part is the introduction part of this paper, elaborated the research background, research significance (including theoretical significance and practical significance), research ideas and innovation and insufficiency of the article. The second part is the literature review, including the domestic and foreign research progress on the service quality regulation of travel agencies. The third part introduces the development process and present situation of travel agency service quality regulation in China. The fourth part summarizes the problems existing in the regulation of travel agency service quality and analyzes the reasons for the failure of the service quality regulation. The fifth part is the theoretical basis and model analysis of travel agency service quality regulation, expounds the adverse selection and moral hazard of travel agency caused by asymmetric information, and analyzes the decision-making actions of travel agency and regulatory department through game model. The government should regulate the service quality of travel agency and increase the penalty cost of providing inferior service. The sixth part puts forward the reform suggestion to the service quality regulation of China travel agency.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6
本文编号：2138464
[Abstract]:Tourism, as a new and high growth industry, plays an important role in the growth of the national economy. Travel agencies provide a series of services for tourists, including "eat, live, travel, buy, entertain". It meets the tourism needs of the people and organically combines the various parts of the tourism industry, which brings great convenience to the travel of tourists. It can be seen that travel agencies play an irreplaceable role in the whole tourism industry. But at the same time, the asymmetric information is full of travel agencies from advertising to field tours, tourists are increasingly difficult to experience quality service and happy journey. Market failure not only seriously damages the interests of consumers, but also restricts the normal development of travel agencies and the whole tourism market. In recent years, our country makes and promulgates the travel agency administrative regulation and the travel agency domestic traveling service quality request carries on the regulation to the travel agency service quality, its purpose is to strengthen to the travel agency nonstandard behavior management. To ensure the legitimate rights and interests of tourism consumers and travel agencies, to maintain the normal order of travel agencies and the tourism market, thereby promoting the healthy development of the tourism industry as a whole. This paper combines normative research with empirical research, applies the theory of regulation economy, game analysis and information asymmetry theory to analyze the regulation of travel agency service quality. This paper comprehensively and deeply expounds the problems exposed by travel agencies and the reasons of improper regulation, and puts forward the countermeasures of regulation in order to construct the mechanism of the healthy development of service quality of travel agencies from various aspects. The main contents of this paper include the following six parts: the first part is the introduction part of this paper, elaborated the research background, research significance (including theoretical significance and practical significance), research ideas and innovation and insufficiency of the article. The second part is the literature review, including the domestic and foreign research progress on the service quality regulation of travel agencies. The third part introduces the development process and present situation of travel agency service quality regulation in China. The fourth part summarizes the problems existing in the regulation of travel agency service quality and analyzes the reasons for the failure of the service quality regulation. The fifth part is the theoretical basis and model analysis of travel agency service quality regulation, expounds the adverse selection and moral hazard of travel agency caused by asymmetric information, and analyzes the decision-making actions of travel agency and regulatory department through game model. The government should regulate the service quality of travel agency and increase the penalty cost of providing inferior service. The sixth part puts forward the reform suggestion to the service quality regulation of China travel agency.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6
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