【摘要】：對(duì)于我國(guó)旅游業(yè)的發(fā)展來(lái)說(shuō),構(gòu)建游客信任體系的重要性日益凸顯。如果說(shuō)游客滿意是一種價(jià)值判斷的話,那么游客信任則是游客滿意不斷積累后的具體結(jié)果和行為化,它至少包括三方面的內(nèi)涵,即游客對(duì)旅游景區(qū)認(rèn)知層面、情感層面和行為層面的信任。獲取游客信任不僅能提高游客的忠誠(chéng)度,而且能有效地降低旅游景區(qū)成本,提升旅游景區(qū)的形象。游客信任體系的建構(gòu)應(yīng)從景區(qū)形象、游客預(yù)期、游客感知質(zhì)量、游客感知價(jià)值、游客承諾、游客忠誠(chéng)、游客抱怨等七個(gè)方面著手,各旅游景區(qū)應(yīng)當(dāng)根據(jù)這個(gè)模型構(gòu)建屬于自己的游客信任體系,同時(shí)還要注意三個(gè)問(wèn)題,即樹(shù)立以游客為中心的經(jīng)營(yíng)理念、為游客提供個(gè)性化的旅游服務(wù)和旅游體驗(yàn)、要有品牌和形象意識(shí)。
[Abstract]:For the development of tourism in our country, the importance of constructing tourist trust system is becoming more and more prominent. If tourist satisfaction is a kind of value judgment, then tourist trust is the concrete result and behavior after the accumulation of tourist satisfaction, which includes at least three connotations, that is, tourists' cognition of scenic spots. Trust at the emotional and behavioral levels. Obtaining tourist trust can not only improve the loyalty of tourists, but also effectively reduce the cost of scenic spots and enhance the image of scenic spots. The construction of tourist trust system should start from seven aspects: scenic spot image, tourist expectation, tourist perceived quality, tourist perceived value, tourist commitment, tourist loyalty, tourist complaint and so on. According to this model, each scenic spot should construct its own tourist trust system, and at the same time, it should also pay attention to three problems, that is, to establish a tourist-centered business concept and to provide tourists with personalized tourism services and tourism experience. We should have a sense of brand and image.
【作者單位】： 南陽(yáng)師范學(xué)院文學(xué)院;
【基金】：國(guó)家旅游局規(guī)劃項(xiàng)目“基于公共服務(wù)的紅色旅游發(fā)展研究”(13TAAG016)
【分類(lèi)號(hào)】：F592
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本文編號(hào)：2490084