乡村旅游公共服务质量提升策略——基于服务质量差距模型

Strategies for Improving the Quality of Rural Tourism Public Service—Based on Service Quality Gap Model

乡村旅游公共服务体系正逐步建立,但仍存在供给不足、水平较低、供需错位等一系列问题,服务质量有待改进。在构建乡村旅游公共服务质量差距模型的基础上,对认知差距、标准差距、执行差距、沟通差距和感知差距逐一剖析,探究各差距产生的深层原因,并提出具体的提升策略,认为应精准掌握游客期望,切实规范服务标准,系统构建运行机制,有力强化内外沟通。以期减少或消除服务质量差距,提高乡村旅游公共服务质量水平。

The rural tourism public service system is gradually being established,but there are still a series of problems such as insufficient supply,low level,and dislocation of supply and demand,indicating that the service quality needs to be improved.On the basis of constructing the gap model of rural tourism public service quality,analyze the connotation of cognitive gap,standard gap,implementation gap,communication gap and perception gap one by one,explore the deep causes of each gap,and propose specific improvement strategies:accurately master tourist expectations,effectively standardize service standards,systematically build an operating mechanism,and effectively strengthen internal and external communication.The aim is to reduce or eliminate the service quality gap and improve the quality of rural tourism public services.