【摘要】：旅游景區(qū)作為旅游業(yè)的三大支柱產(chǎn)業(yè)之一,是典型的服務(wù)型企業(yè),優(yōu)質(zhì)的服務(wù)是旅游景區(qū)吸引游客的重要因素,也是旅游業(yè)實(shí)現(xiàn)可持續(xù)發(fā)展的有效途徑。然而目前我國(guó)旅游景區(qū)服務(wù)管理方面存在諸多問(wèn)題,甚至個(gè)別旅游景區(qū)出現(xiàn)過(guò)較大的失誤事件,這些都屬于服務(wù)失誤范疇。當(dāng)失誤發(fā)生后,旅游景區(qū)為了彌補(bǔ)服務(wù)失誤并且維護(hù)自身的聲譽(yù),勢(shì)必要進(jìn)行服務(wù)補(bǔ)救,效果好的服務(wù)補(bǔ)救在挽回游客滿意和忠誠(chéng)的基礎(chǔ)之上,還能為其自身帶來(lái)更多的正面口碑和重游意愿,這將有利于提高旅游景區(qū)的經(jīng)濟(jì)效益。因此,本文構(gòu)建了旅游景區(qū)服務(wù)補(bǔ)救管理體系,并對(duì)旅游景區(qū)的服務(wù)補(bǔ)救質(zhì)量進(jìn)行了實(shí)證分析,最終為旅游景區(qū)服務(wù)補(bǔ)救質(zhì)量的提升以及服務(wù)失誤問(wèn)題的減少提供了建議和改進(jìn)方向。本文對(duì)服務(wù)補(bǔ)救的概念進(jìn)行了重新界定,明確了服務(wù)補(bǔ)救的內(nèi)涵與外延,并在此基礎(chǔ)上對(duì)旅游景區(qū)服務(wù)補(bǔ)救概念進(jìn)行了界定,同時(shí)將戴明的循環(huán)思想和其他幾位學(xué)者的服務(wù)補(bǔ)救程序框架相結(jié)合,形成了改進(jìn)的服務(wù)補(bǔ)救管理PDCA循環(huán)體系,并將該理論體系運(yùn)用于旅游景區(qū)服務(wù)補(bǔ)救管理體系的構(gòu)建中,采用集對(duì)分析法對(duì)云臺(tái)山的整體服務(wù)補(bǔ)救質(zhì)量進(jìn)行了評(píng)價(jià),有針對(duì)性地指出其現(xiàn)存的服務(wù)補(bǔ)救質(zhì)量問(wèn)題,以補(bǔ)充完善旅游景區(qū)服務(wù)補(bǔ)救管理體系。本文共分為七章:第一章提出了大眾旅游時(shí)代,旅游景區(qū)服務(wù)補(bǔ)救管理體系缺乏規(guī)范的研究背景,并查閱文獻(xiàn)總結(jié)了國(guó)內(nèi)外相關(guān)的研究成果,提出了構(gòu)建旅游景區(qū)服務(wù)補(bǔ)救管理體系的研究思路。第二章在介紹了相關(guān)概念的基礎(chǔ)上,引入了歸因理論、公平理論等,為整篇論文奠定了理論基礎(chǔ)。第三章闡述了旅游景區(qū)服務(wù)的特點(diǎn)與流程,并且在此基礎(chǔ)之上分析了服務(wù)失誤的成因、類型和影響,同時(shí)強(qiáng)調(diào)了旅游景區(qū)服務(wù)補(bǔ)救的特點(diǎn)與方法,起到了承上啟下的作用。第四章綜合了戴明的循環(huán)思想和其他幾位學(xué)者的服務(wù)補(bǔ)救程序框架,形成了改進(jìn)的服務(wù)補(bǔ)救管理PDCA循環(huán)體系,對(duì)預(yù)警、執(zhí)行、反饋和改進(jìn)四個(gè)步驟進(jìn)行了詳細(xì)分析。第五章以焦作云臺(tái)山為例,以游客感知的視角對(duì)云臺(tái)山的服務(wù)補(bǔ)救質(zhì)量進(jìn)行實(shí)證分析,并借助集對(duì)分析法,對(duì)不同服務(wù)項(xiàng)目的集對(duì)勢(shì)進(jìn)行了排序,結(jié)論顯示云臺(tái)山的服務(wù)補(bǔ)救工作雖總體趨于良好,但仍有不足。第六章提出了旅游景區(qū)服務(wù)補(bǔ)救管理措施建議。第七章總結(jié)了文章的創(chuàng)新點(diǎn)、主要結(jié)論、不足及展望。
[Abstract]:As one of the three pillar industries of tourism, scenic spots are typical service-oriented enterprises. High quality service is an important factor to attract tourists and an effective way for tourism to achieve sustainable development. However, at present, there are many problems in the service management of scenic spots in our country, and even some scenic spots have made some mistakes, all of which belong to the category of service failures. When the mistakes occur, in order to make up for the service mistakes and maintain their own reputation, the tourist scenic spots are bound to carry out service remedies. The good service remedies are based on restoring the satisfaction and loyalty of the tourists. It can also bring more positive word of mouth and revisiting intention for itself, which will help to improve the economic benefits of tourist attractions. Therefore, this paper constructs the service remediation management system of tourist attractions, and makes an empirical analysis on the service remediation quality of tourist attractions. Finally, it provides suggestions and improvement directions for the improvement of service recovery quality and the reduction of service failure. This paper redefines the concept of service remedy, clarifies the connotation and extension of service remedy, and on this basis defines the concept of service remedy in tourist attractions. At the same time, by combining Dai Ming's circular thought with the framework of several other scholars' service remediation procedure, an improved service remediation management PDCA cycle system is formed, and the theory system is applied to the construction of the tourist scenic spot service remediation management system. This paper evaluates the overall service remediation quality of Yuntai Mountain by means of set pair analysis and points out its existing service remediation quality problems in order to supplement and perfect the service remedy management system of tourist attractions. This paper is divided into seven chapters: the first chapter puts forward the research background of the age of mass tourism, the lack of standard management system of tourist attractions service remediation, and summarizes the relevant research results at home and abroad by consulting the literature. This paper puts forward the research idea of constructing the service remedy management system of tourist attractions. The second chapter introduces the related concepts and introduces attribution theory and fairness theory, which lays a theoretical foundation for the whole paper. The third chapter expounds the characteristics and processes of the service of tourist attractions, and on this basis analyzes the causes, types and effects of service failures, and emphasizes the characteristics and methods of service remediation of tourist attractions, which plays a role in connecting the above with the following. The fourth chapter synthesizes Dai Ming's circulation thought and other scholars' framework of service remedy procedure, forms the improved service remedy management PDCA cycle system, and analyzes the four steps of early warning, execution, feedback and improvement in detail. The fifth chapter takes Yuntai Mountain in Jiaozuo as an example to analyze the service remediation quality of Yuntai Mountain from the perspective of tourists' perception. The conclusion shows that the service remediation work in Yuntai Mountain tends to be good, but it is still insufficient. The sixth chapter puts forward the suggestion of the service remedy management measures. The seventh chapter summarizes the innovation of the article, the main conclusions, shortcomings and prospects.
【學(xué)位授予單位】：鄭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F592.7

【相似文獻(xiàn)】

相關(guān)期刊論文 前10條

1 葛玲英;加強(qiáng)服務(wù)補(bǔ)救 提高企業(yè)的競(jìng)爭(zhēng)力[J];商業(yè)研究;2001年12期

2 何會(huì)文;程序公平與服務(wù)補(bǔ)救過(guò)程的優(yōu)化[J];生產(chǎn)力研究;2003年03期

3 梁新弘;張金成;;服務(wù)補(bǔ)救管理體系的戰(zhàn)略競(jìng)爭(zhēng)力邏輯——平衡計(jì)分卡視角[J];科技管理研究;2005年11期

4 何會(huì)文,齊二石;成功服務(wù)補(bǔ)救的“五步驟”模型[J];華東經(jīng)濟(jì)管理;2005年04期

5 王農(nóng)躍;梁新弘;;服務(wù)補(bǔ)救管理的戰(zhàn)略收益[J];江蘇商論;2006年05期

6 于坤章;田亞琴;;服務(wù)補(bǔ)救因素與消費(fèi)者滿意關(guān)系探討[J];現(xiàn)代管理科學(xué);2006年06期

7 張浩清;;服務(wù)補(bǔ)救及其策略探討[J];商場(chǎng)現(xiàn)代化;2006年32期

8 陳可;;服務(wù)補(bǔ)救研究中的局限和機(jī)遇[J];商場(chǎng)現(xiàn)代化;2007年11期

9 韓秀景;;服務(wù)補(bǔ)救中的破例[J];經(jīng)營(yíng)與管理;2007年05期

10 張超;;企業(yè)內(nèi)部服務(wù)補(bǔ)救與員工滿意作用機(jī)理模型[J];北方經(jīng)貿(mào);2008年11期

相關(guān)會(huì)議論文 前8條

1 張守梅;;消毒供應(yīng)中心對(duì)臨床服務(wù)補(bǔ)救的實(shí)踐與思考[A];中華護(hù)理學(xué)會(huì)第六屆消毒供應(yīng)中心發(fā)展論壇暨兩岸四地學(xué)術(shù)交流研討會(huì)論文匯編（下冊(cè)）[C];2010年

2 肖麗;;一線員工服務(wù)補(bǔ)救績(jī)效管理:理論與模型[A];中國(guó)市場(chǎng)學(xué)會(huì)2006年年會(huì)暨第四次全國(guó)會(huì)員代表大會(huì)論文集[C];2006年

3 弋小萍;;服務(wù)補(bǔ)救理論在護(hù)理工作中的應(yīng)用[A];全國(guó)門、急診護(hù)理學(xué)術(shù)交流暨專題講座會(huì)議論文匯編[C];2006年

4 劉海倫;王增民;;服務(wù)補(bǔ)救與企業(yè)潛在的銷售機(jī)會(huì)[A];第八屆（2013）中國(guó)管理學(xué)年會(huì)——管理與決策科學(xué)分會(huì)場(chǎng)論文集[C];2013年

5 宋亦平;朱濤;;顧客投訴與服務(wù)補(bǔ)救效果的關(guān)聯(lián)研究[A];中國(guó)市場(chǎng)學(xué)會(huì)2006年年會(huì)暨第四次全國(guó)會(huì)員代表大會(huì)論文集[C];2006年

6 全國(guó)華;;建材營(yíng)銷中服務(wù)補(bǔ)救的探討[A];中國(guó)建材產(chǎn)業(yè)發(fā)展研究論文集[C];2010年

7 譚小偉;;保險(xiǎn)營(yíng)銷過(guò)程中的顧客抱怨管理及服務(wù)補(bǔ)救[A];中國(guó)保險(xiǎn)學(xué)會(huì)首屆學(xué)術(shù)年會(huì)論文集[C];2009年

8 唐小飛;鐘帥;賈建民;;服務(wù)補(bǔ)救績(jī)效研究:投其所好還需相機(jī)而動(dòng)嗎?[A];第六屆（2011）中國(guó)管理學(xué)年會(huì)——市場(chǎng)營(yíng)銷分會(huì)場(chǎng)論文集[C];2011年

相關(guān)重要報(bào)紙文章 前10條

1 劉筏筏;服務(wù)補(bǔ)救與長(zhǎng)遠(yuǎn)利益[N];中國(guó)旅游報(bào);2006年

2 劉景峰;從“服務(wù)補(bǔ)救”解讀醫(yī)療服務(wù)[N];醫(yī)藥經(jīng)濟(jì)報(bào);2008年

3 楊德盛;郵政服務(wù)補(bǔ)救運(yùn)作策略初探[N];中國(guó)郵政報(bào);2005年

4 董軍 李小華;應(yīng)建立醫(yī)療服務(wù)補(bǔ)救預(yù)警系統(tǒng)[N];健康報(bào);2007年

5 浙江省衢州市衛(wèi)生監(jiān)督所所長(zhǎng) 何仁堯 整理 通訊員 楊菊平 鄭純勝 本報(bào)記者 李水根;“兩項(xiàng)探索”嘗試破解執(zhí)法難題[N];健康報(bào);2012年

6 許帥;服務(wù)合理區(qū)影響因素研究[N];中華建筑報(bào);2011年

7 江西財(cái)大旅游學(xué)院 莊東泉　胡s，

本文編號(hào)：2355379