北京故宫可持续旅游调查研究——一个现代服务管理的视角

A Study on Sustainable Tourism in the Forbidden City of Beijing——A Perspective from Modern Service Management

可持续旅游已成为旅游界广泛关注的一个话题,特别是以遗产地(世界文化遗产、世界自然遗产等)为旅游目的地的可持续旅游,更是众多国际学者研究的重点。本文以北京故宫的旅游服务调查为切入点,从旅游服务的角度分析了游客对景点服务的态度和需求,同时也探讨了服务与可持续旅游的关系,并给出了一个解决此问题的工具———服务质量。同时对故宫的旅游管理也提出了一些建议,其目的是从社会、环境和经济等方面的均衡发展来达到故宫的可持续旅游。

Sustainable tourism has become a topic of general concern in tourism study, especially on tourism destinations in heritage sites such as world cultural heritage and world natural heritage sites. Mass tourism has brought severe impacts on the experience of visitors~ in the meantime, it is a great challenge for the government to prevent the heritage sites from being damaged. Under this situation, how to meet the needs of visitors in the destinations and to protect the environment including the heritage resources, and how to make profits for the operations of the heritage tourism have become a complex and challengeable task. In short, how to sustain tourism development in China is an important issue. Focusing on these questions, a survey is conducted on the service provided by the Forbidden City in Beijing. Based on the survey on the quality of service in the Forbidden City in Beijing, this article analyzes the attitude and the needs of visitors to the Forbidden City; it also discusses the relationship between service and sustainable tourism, and it suggests a tool for solving the problems——service quality so as to achieve sustainable tourism in the Forbidden City from the harmonious development of society, environment and economy.