| 旅游服务等待及其修复策略研究 |
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| 引用本文： | 王晖.旅游服务等待及其修复策略研究[J].桂林旅游高等专科学校学报,2001,12(1):65-67,75. |
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| 作者姓名： | 王晖 |
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| 作者单位： | 华东师范大学,旅游学系,上海,200062 |
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| 摘 要： | 旅游服务等待的产生具有深刻的内在动因，对服务质量和顾客满意度有深刻的影响。通过探究旅游服务等待与顾客满意度之间的内在规律性，提出解决二者矛盾的具体策略，为我国的旅游企业提供借鉴。
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| 关 键 词： | 旅游服务等待 顾客满意度 旅游服务修复 旅游业 |
| 文章编号： | 1008-6080(2001)01-0065-03 |
| 修稿时间： | 2000年10月2日 |
On the Tourism Service Waiting and the Tactic of Service Recovery |
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| WANG Hui.On the Tourism Service Waiting and the Tactic of Service Recovery[J].Journal of Guilin Institute of Tourism,2001,12(1):65-67,75. |
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| Authors: | WANG Hui |
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| Abstract: | Tourism service waiting has its deep inherent reason and has deep effect on the quality of service and on customer satisfaction. This article tries to study the internal relationship between tourism service waiting and customer satisfaction, and provides strategies to solve their conflicts.At last, some advice to the tourism enterprises in our country is proposed. |
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| Keywords: | tourism service waiting customer satisfaction tourism service remedy |
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