对构建旅行社服务质量管理体系的探讨

On the Construction of Service Quality Management System for Travel Agencies

我国加入W TO后,随着市场的开放和竞争的日益激烈,服务质量已成为旅行社企业竞争的关键。旅行社要在竞争中求得生存和发展,就应适应市场要求,提高旅游服务质量,满足旅游者的需求,因此构建旅行社服务质量管理体系已势在必行。只有从产品设计、服务过程、客户关系、诚信经营、服务意识、人员素质、内部管理、售后服务、质量标准建设等控制层面来构建旅行社服务质量管理体系,才能获得可持续的竞争优势,从而促进我国旅行社业的健康发展。

After the entry into WTO and with the opening of market and fierce competition, service quality has become the key to success in the competition between travel agencies in China. If they want to survive and develop in the competition, the agencies should adapt to the demands of the market, improve their service quality and try to meet travelers＇ demands. Therefore, it is urgent to set up service quality management system for travel agencies. This paper argues that to achieve sustainable competitive advantage, the agencies should set up the system by taking into consideration some controlling dimensions.