摘要
导游是实施旅行社产品生产的第一线关键人物,其服务质量将直接影响着旅客的消费行为,决定着旅行社的生存与发展,同时也是反映当地旅游业发展水平的重要指标。为了对导游服务质量进行科学客观的评价,进一步提高导游服务质量,文章从供方评价、感知方的顾客评价和第三方评价等三个不同侧面构建了一个科学、完整、有针对性且易于操作的导游服务质量评价指标体系,为促进导游素质提升、业务能力增强、行业良性发展提供了现实依据。
Tour guide stands at the forefront of the development of travel agencies＇ tourism products.The service quality of tour guides will not only influence directly on tourists＇ consumption and the development of travel agencies,but also reflect the development level of regional tourism.In order to evaluate tour guides＇ service quality scientifically and further improve tour guides＇ service quality,this article seeks to build a scientific,unified and operational tour guides＇ service quality evaluation system from three perspectives,including suppliers evaluation,customers evaluation and third party evaluation,and provide tour guides with realistic bases for service quality promotion and ability growth,and supply suggestions for the healthy development of tourism.
作者
刘国强
LIU Guoqiang(Management School, Shenzhen Polytechnic, Shenzhen 518055, China)
出处
《中北大学学报（社会科学版）》
2017年第2期63-67,共5页
Journal of North University of China：Social Science Edition
基金
广东省哲学社会科学"十二五"规划2011年度学科共建项目:导游服务质量评价体系构建研究--基于广东省旅游市场的调研(GD11xGL11)
关键词
导游
服务质量
评价体系
tour guide
service quality
evaluation
