从投诉看我国旅游业服务质量提升的对策

The Measures to Improve the Quality of the National Tourism Services Based on the Tourism Complaints

随着市场经济发展和人民收入水平提高,人们对旅游消费的需求将进一步上升,旅游业在经济中的作用日益重要。但同时应清醒地看到,旅游业在其发展中也出现了一些服务质量问题,致使旅游投诉居高不下。因此,本文力图从质量管理的视角,探讨和解决旅游业存在的服务质量问题,降低旅游投诉,实现旅游业可持续发展。

Tourism has strong vitality and industry competitive advantage which its characteristics of relevance and effects of lead give Tourism industry has become deserved emerging industry in the China＇s third industry. With the development of the market-oriented economy and the improvement of the people＇s income level, the consumption demand will be further increased in the tourism. Tourism is playing an increasingly important role in the economy. But at the same time it should be clear that some service quality issues appear in the development of the tourism industry and resulting high tourist complaints. Therefore, the article from the perspective of Quality Control discusses and resolves the tourism service quality issues, reduces the tourism complaints and achieves sustainable development of tourism.