随团游服务失误归因与补救措施研究被引量：1

A Study on Attribution and Recovery Measure to Service Failure in Group Tourism

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摘要随着我国旅游业的不断发展,旅游中的服务失误现象也在所难免。随团游服务失误包括旅行社(服务企业)和导游(个体员工)和第三方三大类。针对随团游服务失误的归因,一方面旅行社等服务企业应该采用稳健设计的服务预应机制,通过服务设计改进来消除旅行社服务失误的根源,另一方面,对于在运行过程中偶然出现的服务失误,旅游企业等服务企业需要灵活应对和采取补救措施。 With the development of tourism,service failures also happen in group tourism.Service failures in group travel includ travel agency（service enterprise） tourist guide（employee） and third-party.For the attribution of service failure,for one thing,travel agency should adopt stable responsive mechanism to relieve the source of service failure through service design,for another,travel agency should adopt recovery measures to occasional service failure.

作者卢建亚彭艳君张运来

机构地区北京工商大学商学院

出处《企业活力》 2010年第12期34-38,共5页 Enterprise Vitality

基金中国旅游研究院2009年立项课题"顾客参与对服务失误归因及行为意向影响研究以随团游和自助游为比较研究"(编号:09TABG004)的阶段性成果

关键词随团游失误归因服务补救 group tourism attribution service recovery

分类号 F713 [经济管理—产业经济]

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