广州居民及游客视域内的亚运会服务质量保障研究

A Study on Service Quality Improvement of Asian Games Perceived by Guangzhou Residents and International and Domestic Visitors

2010年广州亚运会日益临近,亚运会的接待服务质量直接关系到广州和中国的形象。本文从广州居民、国际游客和国内游客三大客源群体的视角,运用实证研究方法,分析了亚运会交通、安保和服务培训三大核心服务体系质量提升诉求的异同之处,并为广州亚运会服务质量的改善提出了针对性建议。

With the approaching of Guangzhou Asian Games in 2010, the hospitality service of Asian Games will directly represent the image of Guangzhou and China. this paper takes three main customer groups of Asian Game--Guangzhou residents, and international and domestic visitors to study the service quality improvement issue. On the basis of extensive research, the paper analyzes the common aspirations and the differences among the three groups on the quality of core service systems on transportation, security and training. It also put forward some proposals for improving the quality of Asian Games service systems.