摘要
探讨海外华人华侨导游对出境游服务质量的作用机制。为此,构建了一个以海外华人导游服务行为对出境游服务质量影响的结构模型。通过对海外华人导游语言能力、专业知识、服务态度、服务能力、景点和服务项目等因素与出境游质量的相关性研究,验证了海外华人导游的接待服务对出镜游服务质量的影响是显著存在的。基于研究结论,为出境游服务质量的管理控制提出了建议。
This paper discusses the mechanism of oversea Chinese guides on outbound tourism service quality. In order to do this, the paper constructs a structural model based on the impact of oversea Chinese guides on outbound tourism service quality. Study on the correlation between language ability, professional knowledge, service attitude, service capacity, attractions & services and outbound tourism service quality. It was verified that the reception service of overseas Chinese guides has a significant impact on outbound tourism service quality. Then author then makes some recommendations on management of outbound tourism service quality based on the conclusion of this study.
出处
《怀化学院学报》
2011年第9期25-28,共4页
Journal of Huaihua University
关键词
出境游
海外华人导游
服务质量
outbound tourism
oversea Chinese guides
service quality