我国旅游投诉的时空特征及其影响因素  

Temporal and Spatial Characteristics of Tourism Complaints in China and Its Influencing Factors

作　　者：阮文奇 李勇泉[1] 赖红香 RUAN Wen - qi LI Yong - quan LAI Hong - xiang(College of Tourism, Huaqiao University, Quanzhou 362021, China)

机构地区：[1]华侨大学旅游学院,福建泉州362021

出　　处：《资源开发与市场》2017年第1期120-124,共5页Resource Development & Market

基　　金：福建省社科规划项目(编号:2014B204;FJ2016B085);华侨大学研究生科研创新能力培育项目(编号:1601108003)

摘　　要：基于人民网旅游"3·15"投诉平台案例数据库,以《旅游法》的实施时间2013年10月1日为节点,选取2011年10月1日—2015年9月30日前后两年2967个旅游投诉案例为研究样本,采用最优尺度分析法对旅游投诉与其发生的时空因素进行分析。研究结果表明:旅游投诉集中分布在旅游旺季,且旅游投诉对象、主题与投诉发生的月度、季度因素存在一定的关联特征;旅游投诉在空间分布上具有地域性,其中以西南地区的投诉量最多。此外,旅游投诉的对象、主题与投诉发生地区有着密切的关联性。根据研究结果,对旅游投诉时空特征的影响因素进行分析,提出"因时制宜"预防旅游投诉、"因地制宜"治理旅游市场、建立和完善旅游投诉案例数据库三方面的对策建议。Based on the case database of tbe＂3. 15＂tourism complaint platform of the People＇s Daily and took the implementation time of the tourism law as the node, a total of 2967 tourism complaints in the two years before and after was taken as the sample, the optimal scale analysis was used to analyze the tourism complaints and the spatial and temporal factors. The results showed that：The complaints were concentrated in the tourist season, and the object and theme of the complaints were related to the monthly and quarterly factors. The complaints had regional characteristics in the spatial distribution, the southwest had the largest number of complaints. In addition, the object and theme of tourism complaints were closely related to the occurrence area. This paper also analyzed the influencing factors of temporal and spatial characteristics, and put forward some suggestions, such as preventing tourism complaints according to the time, regulating the tourism market according to local conditions, establishing and perfecting the database of tourist complaints cases.

关 键 词：旅游投诉 时空特征 最优尺度分析 

分 类 号：F592.3[经济管理—旅游管理]