| 基于旅游目的地八要素的服务质量评价模型构建研究 |
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| 引用本文： | 江波,郑红花.基于旅游目的地八要素的服务质量评价模型构建研究[J].商业研究,2007(8):148-153. |
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| 作者姓名： | 江波 郑红花 |
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| 作者单位： | 杭州职业技术学院,管理工程系,浙江,杭州,310018 |
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| 摘 要： | 在比较现有服务质量评价模型的优缺点、改进“旅游六要素”的基础上提出了“旅游目的地八要素”框架概念,创新性地提出了旅游目的地服务质量评价模型构建的原则与目标,并基于旅游目的地八要素构建了旅游目的地服务质量评价模型(TDSQE)。该模型包含旅游目的地服务质量因子指标体系和一个旅游目的地服务质量评价方法。TDSQE服务质量因子指标体系建立在一个包括社区、人员服务、交通、餐饮、住宿、游览、娱乐、购物等八个要素基础上。该模型的评价方法以管理信息化软件的形式实现十分必要。
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| 关 键 词： | 旅游服务质量评价 旅游目的地八要素 游客满意度 |
| 文章编号： | 1001-148X（2007）08-0148-06 |
| 收稿时间： | 2006-09-28 |
| 修稿时间： | 2006-09-28 |
The Study on Service Quality Evaluation Models Based on the "8 Factors" of Destination |
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| JIANG Bo,ZHENG Hong-hua.The Study on Service Quality Evaluation Models Based on the "8 Factors" of Destination[J].Commercial Research,2007(8):148-153. |
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| Authors: | JIANG Bo ZHENG Hong-hua |
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| Institution: | Department of Management Engineering,Hangzhou Vacational Technology College ,Hangzhou 310018, China |
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| Abstract: | Comparing the advantages and disadvantages of the existing service quality assessment models,based on framework concept of 'destination eight factors′evolving from "tourism six factors",the paper presents the innovative principles and objectives of the evaluation model as well as the destination of the eight elements of a service quality evaluation model of tourist destination(TDSQE).The model includes tourist destination service quality factors and evaluation of service quality at tourist destination.The system of indicators of TDSQE include community and service,traffic,restaurant,accommodation,tour,entertainment,shopping.It proves necessary to apply the model by means of management information software system. |
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| Keywords: | tourism service quality evaluation eight factors destination tourist satisfaction |
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