定制旅游服务创新的四维度分析

A Four-dimentional Analysis of Customized Tourism Service Innovation

定制旅游是一种以旅游者为主导的高端旅游方式,旅游企业根据客户的个性化需求,由客户参与旅游产品设计,生产符合客户需求的旅游产品。定制旅游不仅更好地满足了顾客对于旅游产品与服务的个性化需求,而且为旅游企业创造了新的市场机会。基于服务创新的四维度模型,提出定制旅游服务创新的四维度,即新服务概念、新客户界面、服务传递系统、技术选择,通过开发新的旅游交付系统,提高服务人员素养,在信息技术和网络资源的支撑下挖掘顾客需求、创新互动界面,定制旅游产品,促进定制旅游服务创新。

Customized tourism,a high-end tourist-oriented service where tourists are involved in tourism product design,is intended to satisfy customers＇ individual demand. It not only better meets the individual needs of customers for tourism products and services,but also creates new market opportunities for tourism enterprises. Based on the four-dimensional model of service innovation,this paper proposes four dimensions of customized tourism service innovation,namely new service concept,new customer interface,service delivery system and technology selection. Specific measures include developing a new delivery system,improving the quality of service staff,exploring customer needs using IT and internet resources,innovating with the interaction interface,customizing tourism products,and promoting innovation in customized tourism service,etc.