游客抱怨行为影响因素研究

A Study on Factors of Tourists' Complaint Behaviors

以"跟团旅游"的游客为研究对象,构建游客抱怨行为影响因素模型。通过对205位顾客的实证分析,检验了各个因素对游客抱怨行为反应方式的影响效应。研究表明,服务失误的类型、不满程度、抱怨价值、抱怨求偿成功可能性和游客自身的个性特征均影响着游客不同的抱怨行为反应方式。并依据研究结论对旅游行业发展提出建议。

This paper, with tourists of group travel as the researcn object, tourists＂ complaints. Through empirical analysis of 205 customers, it examines the various factors on the reaction of ways responding to tourists＂ complaints. The study shows that complaining about the possibility of successful claim and visitor＇s own personality traits affect different ways responding to tourists complaining behaviors. Finally this paper provides some advice for the promotion of tourism on the basis of the study conclusion.