旅游景区服务接触链现状及其优化研究  

Research on the Optimal Strategies of Tourist Zones' s Service Encounter Cascade

作　　者：易艳[1] 

机构地区：[1]宜春学院经济与管理学院,江西宜春336000

出　　处：《江西教育学院学报》2014年第2期30-32,共3页Journal of Jiangxi Institute of Education

摘　　要：随着旅游业、技术、信息及各项设施的不断完善,越来越多的人出行方式选择自助游。从出发前确定旅游目的地到正式启程,抵达旅游景区,到完成整个景区的游览,需要旅游景区各个部门的通力合作。旅游景区任何一个服务接触点出了问题,或者各接触点衔接不当,布局不合理,都会影响游客的体验,进而影响到游客对景区服务质量的评价。因此,作为旅游景区及其管理者,认识景区现有服务接触链的不足,重新构建及优化旅游景区服务链势在必行。Recently, with the improvement of the tourism industry, technology, information and facilities, more and more people are opting for an independent travel. From the very beginning of confirming the destination, starting the travel, arriving at the tourist zones, to finishing the sighseeing of the whole scenic area, all these require full cooperations from all the departments. Any of the contact problem, or the improper contact cohesion will affect the tourist experience, and thus affect the tourists to the scenic spot service quality evaluation. Therefore, as tourist zones and their managers, they know the shortage of the existing Service Encounter Cascade, to build and optimize them.

关 键 词：服务接触 服务接触链 优化 关键接触点 

分 类 号：F529.68[经济管理—产业经济]