海南免税业服务水平提升路径探究

Research on the Ways to Improve the Service Level of Hainan’s Duty Free Industry

海南离岛免税政策实施10年来,海南免税业在促进海南旅游消费中心建设、产业更新,引导境外消费回流、拉动经济增长等方面发挥了重要作用,得到了国家的高度认可和表彰。作为国家重大经济发展战略之一,如何提升海南免税业服务水平,使之更加适应免税业蓬勃发展的需要,成为需要迫切解决的问题。本文通过分析消费者满意度、人员结构、管理经营现状等,找到提升免税服务需要关注的重点,分析原因,从优化购物环境、提升导购服务技能、提升物流服务质量、优化员工考核机制、创新销售渠道、优化网上购物环境等方面提出对策,对提升海南免税业的服务技能,提升国际综合竞争力具有一定的借鉴作用。

Over the past ten years since the implementation of the policy,the duty-free industry in Hainan has played an important role in promoting the construction of Hainan’s tourism consumption center,industrial renewal,guiding the return of overseas consumption,and stimulating economic growth.It has been highly recognized and commended by our national government.As one of the major national economic development strategies,how to improve the service level of duty-free industry in Hainan and make it more adapt to the needs of the vigorous development of duty-free industry has become an urgent problem to be solved.By analyzing consumer satisfaction,personnel structure,management and operation status,this paper finds the key points that need to be paid attention to in improving tax-free services,analyzes the reasons,and puts forward countermeasures from the aspects of optimizing shopping environment,innovating shopping guide service skills,improving logistics service quality,optimizing employee assessment mechanism,innovating sales channels,optimizing online shopping environment,etc,It plays a certain reference role in improving the service skills of Hainan’s duty-free industry and enhancing the international comprehensive competitiveness.