基于ZOT理论景区标准化与个性化服务权衡管理

Weighing Management towards Standardizing and Characteristic Service of Scenic Areas according to ZOT Theories

无论对学界还是业界,景区如何对标准化服务与个性化服务进行权衡管理,都是值得探讨的问题。基于ZOT理论,从游客容忍区和服务预期随服务状态变化的角度出发,构建景区标准化与个性化服务权衡管理模型,提出景区应根据游客容忍区上下限不断调整自己的服务状态以影响游客容忍区重心变化的服务权衡管理优化建议,将对景区服务质量的提升起到重要促进作用。

It＇s worthwhile for both academic circles and the industry to discuss how scenic areas carry out a weighing management toward stardardizing and characteristic service. Based on ZOT Theory,the paper sets up a weighing managemeat model in the view of tourists＇ zone of tolerance and service expectation and also puts forward that it is of great importance to improve the service quality if scenic areas keep adjusting its own service to influence tourists＇ zone of tolerance according to their top and bottom limit of tolerance.