旅游信息服务视阈下的智慧旅游慨念探讨

智慧旅游的丰富实践使研究者不断思考“什么是智慧旅游”的问题,而对这个基本问题虽有很多解答但仍然需要进行探索。文章试图通过对国内外有关智慧旅游的概念进行了梳理,建立起以旅游信息服务为基础的智慧旅游的基本概念,即把智慧旅游定义为旅游者个体在旅游活动过程中所接受的泛在化的旅游信息服务。该定义旨在强调智慧旅游以旅游者个体为核心、以信息服务为载体的支撑体系,以泛在化作为核心内涵,以旅游者行为方式、旅游业营销方式、管理方式和服务方式的根本性变化为主要外延,并据此对国内外智慧旅游概念进行了全面评价。文章的价值在于将智慧旅游的概念与旅游信息化（特别是旅游信息服务）有机结合,既承上启下又能开启智慧旅游发展的新思路。     

Service Quality in Tourism Research

Abstract

This paper reviews the recent development of service quality research. It relates the key issues and approaches to the tourism and hospitality sectors. It identifies the need for further research into the meaning and management of service quality in tourism and hospitality.     

A Study of Hospitality and Tourism Information Technology Education and Industrial Applications

ABSTRACT

The purpose of this study was to examine the subject relevance of Information Technology [IT] in Hospitality and Tourism Management programs with the skills deployed at workplace. This study aimed at investigating the graduates' transition from education to employment, and to determine how well they appear to be equipped to meet the needs of the hospitality and tourism industry. One hundred and seventeen graduates responded to a mail survey. These graduates rated the importance of IT skills at workplace, the level of IT teaching in hotel and tourism management programs, and the self-competence level in IT. This study concluded that a gap exists between the IT skills required at work and the IT skills acquired from the university.     

旅游城市休闲服务业协调发展研究

本文通过明晰休闲与旅游的关系,着重探讨了旅游城市经济产业中休闲服务部门的概念与内涵,并从时空角度追索了休闲活动的演化进程,分析了休闲服务业的部门构成和国内外发展现状,探讨了我国旅游城市休闲服务业协调发展的初步构想.     

Development of MICE Tourism in Australia

Abstract

The meetings, incentives, conventions and exhibitions (MICE) sector is one of the more rapidly growing market segments of Australian tourism. While demand for this form of tourism is increasing, there are several issues on the supply side which must be addressed. The paper identifies five key challenges relating to promoting cooperative behaviour among industry stakeholders, government support, infrastructure, training and service and marketing which must be met to maximise the scale and scope of these benefits. The paper discusses these issues in turn and assesses the implications for stakeholders in both the public and private sector. It concludes with some observations regarding the development of MICE tourism in Australia.     

Using Information Technology to Improve Customer Service

ABSTRACT

Little guidance exists in the literature with respect to the search for and evaluation of opportunities to use advanced Information Technology to enable outstanding customer service. In this article, the authors integrate existing frameworks to contribute to fill this void. The authors synthesize the Customer Service Life Cycle (CSLC) and the Customer Relationship Change Spectrum (CRCS). CSLC analysis is designed to produce idea generation and to support the creative process of identifying opportunities for IT investment in support of customer service. The CRCS enables managers to evaluate the organizational impact of proposed innovations. The combined framework offers an integrated planning framework spanning idea generation and feasibility analysis that should provide useful to both researchers and practicing managers.     

试论现代服务业与旅游业新增长态势

在现代服务业加速发展的阶段,旅游业在原有生活性服务核心业态的基础上,受到生产服务业、专业服务业、信息服务业、创意服务业的明显影响,从而引致旅游业内部结构和能级提升,出现了高增值性、高层次性、高功能性、高技术性、高知识性的新特点.现代旅游服务业的新增长态势表现在会展旅游、奖励旅游、商务旅游、节事旅游、咨询旅游的兴起.     

国外会展旅游研究综述

本文通过对在、和世界三大权威旅游期刊上发表的有关会展旅游的文献进行梳理,认为会展经济影响、会展地点选择、会展旅游者决策行为和会展目的地营销组织--会议旅游局是国外会展旅游研究的四犬主题,对每一个主题进行回顾与总结,探讨了会展旅游未来的研究重点和方向.     

基于灰色关联分析的入境旅游服务质量满意度研究

入境旅游是中国旅游业发展的一个重要组成部分,入境旅游者对于服务质量的满意程度是衡量旅游业发展的一个重要标准。本文针对这一问题进行了深入研究,首先在游客满意度研究分析的基础上,提出了入境旅游服务质量满意度的研究方法,并选取了评价指标;然后运用灰色关联分析法,从宾馆饭店、餐饮、交通、娱乐、购物、导游服务、邮电通讯7个方面对入境旅游服务质量满意度进行了测度;最后对测度结果进行了分析总结,提出了我国各地区朱来入境旅游服务的发展方向。     

旅游科技创新体系研究

本文探讨了旅游业发展与科技创新的关系,指出科技创新对旅游消费、企业运作、政府管理和产业格局的影响;提出了旅游科技创新的定义、消费主体和创新主体的定位,并详尽地研究了旅游科技创新的领域和重点。     

北京故宫可持续旅游调查研究--一个现代服务管理的视角

可持续旅游已成为旅游界广泛关注的一个话题,特别是以遗产地(世界文化遗产、世界自然遗产等)为旅游目的地的可持续旅游,更是众多国际学者研究的重点.本文以北京故宫的旅游服务调查为切入点,从旅游服务的角度分析了游客对景点服务的态度和需求,同时也探讨了服务与可持续旅游的关系,并给出了一个解决此问题的工具--服务质量.同时对故宫的旅游管理也提出了一些建议,其目的是从社会、环境和经济等方面的均衡发展来达到故宫的可持续旅游.     

旅游信息科学：一个研究框架

信息和人类的实践活动紧密联系在一起。21世纪是信息社会,信息需求的不断增加和信息技术的快速发展推动了信息科学的全面建设。旅游业是一个综合性极强、信息依存度极高的产业,信息技术已经渗透到旅游活动的各个层面,给现代旅游活动和旅游研究带来了全方位的影响,旅游信息科学的创建和发展已刻不容缓。文章在深入分析信息、信息科学相关概念和理论的基础上,探讨了旅游系统和旅游信息科学之间的关系,提出了旅游信息及旅游信息科学的概念,阐述了旅游信息科学的学科体系（理论、方法论和技术体系）,构建了研究对象、研究领域、研究主题和研究目标的四维旅游信息科学研究框架（ODTG研究框架）,并结合旅游业以及旅游研究的发展趋势,指出了旅游信息科学的未来研究重点。     

出境旅游、服务贸易与经济发展水平关系的国际比较

出境旅游是经济发展到一定阶段的必然产物.但当前学术界关于出境旅游的发展对服务贸易的影响存在争议.利用44个主要旅游国家与地区的面板数据,本文发现出境旅游率随人均GDP呈指数上升,整体上看我国还远没有到出境旅游爆发增长的阶段;由于出境旅游与人口规模负相关的大国效应影响,我国出境旅游长期将自动保持在一个温和的范围内.根据趋势分析本文还发现,出境旅游的增长速度将会高于入境旅游的增长速度,期望通过入境旅游的进一步增长弥补出境旅游的外汇与消费漏出缺乏国际经验的支持.根据对33个国家和地区截面数据的分析.本文发现随着经济发展水平的提高,对外贸易中入境旅游地位下降与出境旅游地位的上升是国际普遍规律,这不仅反映了国民生活水准的提高,也是产业结构升级与外贸结构优化的体现.为此担忧、采取行动阻碍是没有必要的,甚至可能是错误的.     

基于现代教育技术的实验式旅游教学模式研究

针对我国传统教育理念与教学模式的不足,结合当前现代教育技术水平不断提高以及高校教学改革发展的实际,从旅游教育理论与教学实践出发,提出构建与现代教育技术相匹配的旅游实验式教学模式;并依据实验研究向实验教学过渡发展的理论基础;对旅游实验式教学模式进行了初步的设计与安排;最后以旅游课程教学为例,对这一教学模式进行了应用和分析。     

Reflections on the Ambiguous Intersections between Volunteering and Tourism

In this paper we critique the intersections between volunteering and tourism and consider how these have been treated in scholarly research. We highlight how current narrow definitions of volunteer tourism may be obscuring activities which could further expand our understanding of the intersections of volunteering and tourism. We reflect on three examples from our own research to explore atypical volunteer tourism activities that push at the current boundaries of volunteer tourism conceptualizations and definitions.     

旅游公共服务:内涵、特征与分类框架

为适应旅游发展的新形势,加强和完善旅游公共服务已经成为各级旅游管理部门一项紧迫而重要的任务。本文基于公共产品等相关理论,从旅游公共服务的服务对象、特性以及相关概念之间的区别等方面对旅游公共服务的内涵范畴、特征进行界定和探讨。根据旅游公共服务的属性特征、内容构成、存在形态、受益影响范围以及需求差异,笔者对旅游公共服务进行全面、系统的划分与归类,为行政管理部门提供具有理论基础的决策依据,以满足公众日益增长的旅游公共服务需求。     

旅游院校创建会展管理专业的SWOT分析与发展思路——以上海师范大学旅游学院为例

本文以上海师范大学旅游学院为例 ,用SWOT战略分析法对旅游院校开设会展管理专业的内外部环境进行剖析 ,并得出观念创新、目标创新、制度创新等发展思路。     

Analysis of Hoteliers' E-Commerce and Information Technology Applications

ABSTRACT

Numerous research studies are being conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to operational, profitability, productivity, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' needs relative to advanced e-commerce and IT applications to improve customer service. Hoffman and Chung (1999) stated that what customers want most is not what restaurants and hotels are necessarily implementing. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for the hospitality practitioners about customer needs relative to e-commerce and IT applications.     

旅游公共服务价值共创:概念模型、驱动因素与行为过程--以杭州市社会资源国际访问点为例

与商业服务领域相似,旅游公共服务近年来也经历了由产品主导逻辑向服务主导逻辑演变的过程,由公共服务供需双方共创价值的实践现象已经出现。文章以杭州市社会资源国际访问点为案例,通过扎根理论的方法,探索性地提出旅游公共服务价值共创的概念,剖析了由政府、企业、居民、游客等不同社会主体参与的旅游公共服务价值共创现象,识别了制度保障、增权激励、信息透明、技术摄入、文化契合是实现旅游公共服务价值共创的驱动因素与前提条件。而不同主体间耦合形成的服务生态系统,其内部各要素的互动与整合是旅游公共服务价值共创实现的中介要素。此外,旅游公共服务价值共创的行为过程包括价值主张提出、共创环境营造、社会成员嵌入、社会价值共识、公共价值创造和社会影响输出。文章拓展了价值共创理论在旅游公共服务领域的应用,揭示了共创的内部机理与行为规律,为旅游目的地公共服务发展与供给模式创新提供了理论工具。     

Application of Cross-Impact Analysis in Tourism:

Qualitative approaches to forecasting generally are methods by which qualitative information form experts can be combined in order to make forecasts. Cross-impact analysis is such a qualitative forecasting method that is used form examining the impacts of potential future events upon each other. Given the complexity and interdependence which characterized tourism, cross-impact analysis seems to be a forecasting technique which is particularly relevant for tourism, and yet t appears to have been ignored in the tourism I the Azores, and illustrates how the technique may be used to assist with strategic planning.