| 旅游者投诉和防范研究 |
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| 引用本文： | 徐云松,朱吉胜.旅游者投诉和防范研究[J].旅游学刊,2003,18(3):18-24. |
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| 作者姓名： | 徐云松 朱吉胜 |
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| 作者单位： | 1. 浙江旅游职业学院,杭州,311231
2. 杭州市旅游委员会,杭州,310000 |
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| 基金项目： | 杭州市旅游委员会 2 0 0 2年课题研究成果的一部分 |
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| 摘 要： | 旅游者投诉是反映旅游服务质量的重要指标，旅行社在旅游业中所处的龙头地位和纽带作用决定了它是旅游者投诉的重点。本文通过对目前旅游者投诉的特点及旅行社防建旅游者投诉的难点等问题的调研分析，提出了旅游者投诉的防范措施：加强“依法治旅”；提高大众媒体的自律性；建立行业预警制度；严格旅行社的内部控制。
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| 关 键 词： | 旅游业 服务质量 旅游者 投诉 行业预警制度 旅行社 内部控制 |
| 文章编号： | 1002-5006(2003)03-0018-07 |
A Study on Measures to Lessen Tourists' Complaints |
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| XU Yun song\,ZHU Ji sheng\.A Study on Measures to Lessen Tourists'''' Complaints[J].Tourism Tribune,2003,18(3):18-24. |
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| Authors: | XU Yun song\ ZHU Ji sheng\ |
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| Institution: | XU Yun song\+1,ZHU Ji sheng\+2 |
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| Abstract: | Tourist's complaints is an important aspect reflecting tourism service quality. Travel agencies, because of its leading position and link function in the tourism industry, are the area where tourist's complaints most likely happen. By means of analyzing the features of tourist's complaints at present and the difficulty facing by travel agencies, this paper points out several measures to lessen tourists' complaints as follows: 1) administering the tourism industry according to law; 2) promoting the self discipline of the mass media; 3) initiating forecast system of the information in the tourism industry; 4) improving the management of travel agencies. |
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| Keywords: | tourist travel agency complaint measure |
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