基于扎根理论的温泉类旅游景区游客感知服务质量影响因素研究——以南京温泉的游客评论为例  

A GROUNDED THEORY APPROACH TO INFLUENCE FACTORS OF TOURIST PERCEIVED SERVICE QUALITY IN SCENIC AREA OF HOT SPRING——TAKING TOURIST COMMENTS ON NANJING HOT SPRING AS AN EXAMPLE

作　　者：胡倩 淡艳茹 方玲梅[1] 齐先文[1] HU Qian;DAN Yan-ru;Fang Ling-mei;QI Xian-wen(Chaohu College, Chaohu Anhui 238000;Henan University of Finance and Economics, Zhengzhou Henan 450000)

机构地区：[1]巢湖学院,安徽巢湖238000 [2]河南财政金融学院,河南郑州450000

出　　处：《巢湖学院学报》2017年第5期61-66,共6页Journal of Chaohu University

基　　金：安徽省旅游业青年专家培养计划资助项目(项目编号:AHLYZJ201609);巢湖学院人文社科项目(项目编号:XWY-201408);安徽省旅游业青年专家培养计划资助项目(项目编号:AHLYZJ201511);安徽省青年人才支持重点项目(项目编号:gxy ZD2016281)

摘　　要：以扎根理论为研究工具,以大众点评网南京汤山温泉度假区4家温泉景区的1万多条游客评价内容为研究对象,构建了5个维度29个项目的温泉类旅游景区感知服务质量的影响因素模型。其中口碑和过去经历影响游客对温泉类景区的期望,服务产品、服务传递、有形因素对游客的实际体验产生影响,游客的感知服务质量是期望与实际体验的对比。研究指出温泉资源本身是最核心的影响因素,并提出从合理开发温泉资源、深度挖掘特色养生产品、严格控制游客人数等方面提高游客的感知服务质量。With the tool of grounded theory,based on more than14000tourist comments on Nanjing hot spring scenic area from the website of www.dianing.com,this study found out five dimensions and29major factors influencing tourist perceived service quality in scenic area of hot spring.Tourist perceived service quality is the contrast between expectation and actual experience.Reputation and past experience affect the tourists′expectations for the hot spring area.Service products,service delivery and tangible factors have an impact on the actual experience of tourists.This study revealed hot spring resource was the key factor.Many Measures should be taken to improve tourists′perceive service quality,such as exploiting hot spring wisely,developing specialty products and keeping the number in the acceptable range.

关 键 词：温泉类旅游景区 感知服务质量 扎根理论 

分 类 号：F59[经济管理—旅游管理]