导游服务“乱象”及根源研究——基于旅游供给侧结构性改革视角

Study on the Chaotic Phenomena of Tour Guide Service and Root Cause Based on the Visual Angle of Supply Side Structural Reforms of Tourism

导游接待服务过程中"乱象"问题频发,如擅自增加自费项目、降低服务标准、导游服务态度不到位等,大众媒介对导游进行了诸多负面的报道,误导社会公众认为导游是骗子。我国相继出台了专门的旅游法律,问题虽有缓解,但仍然没有从根本上解决。研究发现,部分旅行社与游客交易严重背离市场经济规律、政府宏观调控失灵、导游收入结构性问题等。供给侧结构性问题是其根源所在。

The chaotic phenomena of tour guide service occur frequently,such as increasing chargeable items without tourists agreement、reducing the standard of service,being not bang-on of the attitude of guide etc.Mass media report tour guides service negatively and mislead the public to regard the tour guides as the swindlers.The tourism laws had been enacted successively to prevent the problems occurring again.Indeed,it made a certain progress,but the sources of the chaotic phenomena in the process of tour guide service are still not eradicated radically.The study finds that the root cause of the chaotic phenomena in the process of service Summarized as follows：trade between some of travel agencies and tourists deviating from the law of the market economy;failure of governmental macro-regulation;structural issues of tourism benefit allocation.