摘要
顾客服务期望与旅游体验有着密不可分的关系,期望与实际体验的偏差造成体验质量的高与低。文章从影响旅游体验的因素着手,分析顾客服务期望在旅游体验中的重要作用,从做好顾客期望管理与超越顾客期望管理两个方面提高顾客旅游体验质量,从而提高旅游企业经济效益。
The author thinks that tourist expectancies are closely linked with tourist experiences,and the deviations between them may result in different qualities of actual experiences.The author analyzes the importance of tourist expectancies from the factors that influence tourist experiences,and suggests that tourist enterprises may better the qualities of tourist experiences and so increase their economic benefits by improving their tourist expectancy management and above-standard tourist expectancy management.
关键词
顾客期望
旅游体验
体验质量
tourist expectancy
tourist experience
quality of experience
