旅游企业服务补救措施与游客满意度关系研究

获得境内外游客是旅游企业关注的问题,但如何保留游客这一问题却常被忽视。旅游服务失败时常发生,对其及时正确的补救关系到游客满意度。基于此,试图研究不同的旅游企业服务补救措施与游客满意度的关系,为旅游企业提供借鉴和参考。研究表明,道歉和解释并不能在实质上减少游客的不满;而补偿、承认错误和对员工授权则能够减少游客的不满;旅游企业采取补救措施的主动性也影响到游客对服务补救的满意度。

An Empirical Study on the Relationship between Travel Enterprises＇ Service Recovery Measures and Tourists Satisfaction

Global financial crisis has a tremendous impact on China＇s tourism industry.Many travel enterprises pay attention to how to get tourists,but ignore how to keep tourists.In the tourism industry,service failures occur from time to time,and correct and timely service recovery would be directly related to the satisfaction of tourists and the switching rate of visitors.Based on this background,we attempt to research the relationship between travel enterprises＇ service recovery measures and tourists＇ satisfaction,and the result will provide a reference for travel enterprises.In consequence,it has been discovered that apologies and explanations can＇t reduce the tourists＇ dissatisfaction in essence;and compensation,admitting its mistakes and the use of authorized employees can reduce the dissatisfaction of tourists;At the same time,the initiative of tourism enterprises to take service recovery measures also has the impact on the tourists＇ satisfaction.