摘要
旅游服务质量被认为是提升旅游企业和旅游目的地竞争力的重要策略,而旅游服务质量评价是提升旅游服务质量的重要前提。随着旅游业的迅速发展,旅游服务质量的评价已经成为旅游服务质量研究的重点和热点之一。在对国外文献研究的基础上,讨论了旅游服务质量评价的视角、内容、维度和主要方法,并阐述了未来需要进一步解决的问题。
Tourism service quality is regarded as the main strategy to improve the competitive powers of tourism corporations and destinations, and tourism service quality evaluation is the main premise of improving quality. In the past thirty years, tourism service quality evaluation has been one of the key and ＇hot areas in the studies of tourism quality researches with the fast develop- ment of travelling industry. Based on the outbound literature this article discusses the perspectives, main contents, dimensions, and main scales of tourism service quality evaluations. Meanwhile it elaborates the problems which need to be resolved in the fu- ture.
出处
《旅游论坛》
2012年第6期104-108,122,共6页
Tourism Forum
基金
上海市教育发展基金会(10CGB24)
关键词
旅游服务质量评价
视角
内容
维度
方法
tourism service quality evaluation
perspective
contents
dimensions
scales
