游客相对剥夺感影响因素研究——基于5个案例地的网络点评数据

THE INFLUENCING FACTORS OF TOURIST RELATIVE DEPRIVATION——BASED ON THE INTERNET REVIEW DATA OF 5 TOURIST DESTINATIONS

游客相对剥夺感作为一种负面情感,若不加以防范易危害旅游业的发展。以5个案例地的网络点评数据为研究对象,并基于扎根理论三级编码建构出游客相对剥夺感共有8项影响因素,分别为经营管理不善、消费体验不佳、环境氛围不佳、服务水平低、区别对待、主客冲突、游客行为不规范、设施不完善。其中,以经营管理不善的比重最大,消费体验不佳的比重次之,游客行为不规范和设施不完善的比重相对较少。根据影响因素的内在逻辑、对应案例和所占比例进行分析可知,游客相对剥夺感影响因素根据分布情况可分为横向、纵向和中立3个维度。结合研究结论,以政府、企业、游客3个层面出发为应对游客相对剥夺感问题提出对策建议。

As a negative emotion, the tourist relative deprivation is likely to endanger the development of the tourism industry if it is not prevented.Take the 5 tourist destinations internet reviews as research data, based on grounded theory, the influencing factors of tourist relative deprivation can be analyzed systematically.The influencing factors of tourist relative deprivation from high to low in turn for lack of management, bad consumer experience, bad environment, low service level, be treated differently, host-guest conflict, irregular behavior of tourist, incomplete facilities.Among them, lack of management occupies the largest proportion, incomplete facilities occupies the smallest proportion.According to the internal logic, the corresponding cases and the proportion of the influencing factors, the tourist relative deprivation influencing factors can be divided into three dimensions.The three dimensions are horizontal, vertical, and neutral.Combined with research conclusions of tourist relative deprivation influencing factors, based on the three levels of government, enterprise and individual, some suggestions can be given to prevent tourist relative deprivation.