| 旅游投诉、游客评价与服务质量的改进 |
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| 引用本文： | 郭为,陈枝,王丽. 旅游投诉、游客评价与服务质量的改进[J]. 桂林旅游高等专科学校学报, 2009, 0(6): 812-818 |
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| 作者姓名： | 郭为 陈枝 王丽 |
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| 作者单位： | 青岛大学旅游学院,山东青岛266071 |
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| 摘 要： | 旅游服务质量是制约旅游业发展的因素之一。为了深入了解这一问题，促进旅游服务质量的改进，通过对历年的数据的分析，从旅游投诉和游客评价2个维度研究了中国旅游服务质量的发展态势，并采用假设检验的方法探讨了影响旅游服务质量的因素及它们的影响程度。
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| 关 键 词： | 服务质量 旅游投诉 游客评价 旅游人力资本 |
Tourism Complaints,Tourist Assessment and Improvement on Service Quality |
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| GUO Wei,CHEN Zhi,WANG Li. Tourism Complaints,Tourist Assessment and Improvement on Service Quality[J]. Journal of Guilin Institute of Tourism, 2009, 0(6): 812-818 |
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| Authors: | GUO Wei CHEN Zhi WANG Li |
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| Affiliation: | (College of Tourism ,Qingdao University, Qingdao 266071,China) |
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| Abstract: | The poor service quality has been limiting the development of tourism in China. With analyzing the statistics of tourism complaints and tourist assessment, the previous status of tourism service quality development is illustrated to improve current service quality in this paper. The factors of affecting tourism service quality and the degree how they can affect are discussed through hypothesis testing. |
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| Keywords: | service quality tourism complaints tourist assessment tourism human resources |
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