基于游客期望与评价的世界文化遗产地志愿者服务策略研究——以厦门鼓浪屿文化遗产地为例

Research on Volunteer Service Strategy of World Heritage Sites Based on Tourists' Expectations and Evaluation——Taking Xiamen Gulangyu Cultural Heritage Site as an Example

在游客期望与评价差异理论的指导下,以厦门鼓浪屿文化遗产地为例,阐释志愿者服务及旅游志愿者服务的内在规定性,对期望与感知进行总体评价,进而提出健全服务体系、加大宣传力度、调整服务方式、重视服务反馈等提高世界文化遗产地志愿者服务质量的策略。

Based on the tourists’expectation and the Evaluation Disconfirmation Theory,this paper takes Xiamen Gulangyu Cultural Heritage Site as an Example to explain the inherent regularity of volunteer service and tourist volunteer service,to evaluate the overall expectation and perception,and then puts forward 4 strategies,that is,establishing a sound service system,strengthening propaganda,adjusting the service mode and attaching great importance to the service feedback so as to improve the quality of the world cultural heritage site volunteer service.