基于服务感知的智慧旅游提升的质性研究——以湖南省衡山景区为例

On Quality Improvement of Smart Tourism Based on Service Perception——Taking Mount Hengshan as an example

以南岳衡山景区为个案,通过扎根理论对游客访谈记录进行编码分析,利用Nvivo软件分析构建出游客对于景区感知体系,分析了景区智慧旅游建设中游客感知情况的现状。根据研究结论将游客感知影响机制分为属于智慧服务、智慧管理、智慧软件、智慧营销、智慧交通以及智慧通讯。从加强景区服务,重视景区宣传及建设智慧平台等方面提出促进景区智慧旅游提升的对策与建议。

Taking Mount Hengshan scenic area as a case study,this paper encoded the interviews towards tourists based on grounded theory and constructed tourists＇ perception system by Nvivo to analyze the status quo of tourists＇ perception in the construction of smart tourism in scenic spots. The results show that factors influencing tourist＇s perception can be classified into smart service,smart management,smart software,smart marketing,smart transportation and smart communication. On the basis of empirical study,this paper puts forward some strategies for future smart development such as attaching importance to publicity and construction of smart platform.