导游服务质量影响因素探究——基于优秀导游小结文本分析  

Critical Issues Affecting the Service Quality of the Tour Guides——Based on the Context Analysis of Excellent Summary of Tour Guides' Work

作　　者：程德年[1] 朱梅[1] 周永博[1] 

机构地区：[1]苏州大学旅游管理系,江苏苏州215123

出　　处：《旅游论坛》2014年第6期64-69,73,共7页Tourism Forum

摘　　要：导游服务是旅游服务的主要内容。以苏州市优秀导游小结为分析材料,研究影响苏州导游服务质量的主要因素。根据内容分析和语义网络分析的结果,发现限制苏州导游服务质量提高的4个因素分别为:导游职业认知与定位;导游培训内容和方式;旅游者服务期望提升;旅行社不良商业行为。研究通过对上述影响因素的分析,为导游服务质量改善提供了理论和实践指导。The service of tour guides is the center of tourism services.This article is based on the content analysis and semantic network analysis of excellent summary of tour guides＇work in Suzhou.According to the result of content analysis and semantic network analysis,we find that four main factors limit the improvement of service quality of tour guiding in Suzhou：the tour guide occupation cognition and orientation;the tour guide training content and methods;the improvement of tourists’service expectations;the unhealthy business practices of travel agencies.Moreover,we analyse influencing factors and make recommendations for subsequent theoretical study and practical guidance.

关 键 词：导游服务 影响因素 苏州 

分 类 号：F592.6[经济管理—旅游管理]