基于游客满意度的天津市旅游公共服务设施属性分类研究  

The Classification of Tourism Public Service System Elements in Tianjin Based on Tourist Satisfaction

作　　者：黄晶[1] 刘红旭 王文鸽 HUANG Jing;LIU Hongxu;WANG Wenge

机构地区：[1]南开大学旅游与服务学院

出　　处：《现代城市研究》2020年第12期64-71,共8页Modern Urban Research

基　　金：天津市社科规划项目(TJGL17-005);国家自然科学基金项目“服务产品创新的顾客评价与影响效应研究”(71672089)。

摘　　要：目的地旅游公共服务在散客旅游中发挥着不可或缺的基础支持和辅助服务作用,其对游客满意度的影响以及与游客满意度之间的非对称性关系也随之受到重视。TetraClass模型根据各服务要素对满意度不同的影响方式将其分类,将服务要素划分为加分属性、关键属性、次要属性和基本属性,并以散点图形式进行直观表现。文章以天津为例,借助Tetra-Class模型对目的地旅游公共服务要素进行属性划分,最后据此提出目的地旅游公共服务体系改进建议。Destination tourism public service system plays an indispensable basic support and auxiliary role in independent tourism.With the development of independent tourism,the asymmetric effect of tourism public service system on tourist satisfaction has been paid attention for a long time.Tetra-Class model can deeply analyze the asymmetric relationship,classifying the service elements.Tourism public service system elements are divided into four categories:plus elements,key elements,secondary elements and basic elements.Meanwhile,the classification of each element can be visually represented in the form of a scatter graph.Taking Tianjin as an example,this article uses the Tetra-Class model to classify the public service elements of destination tourism,and finally proposes suggestions for improving the public service system of destination tourism based on this.

关 键 词：游客满意度 非对称性关系 旅游公共服务 Tetra-Class模型 

分 类 号：F592[经济管理—旅游管理]