旅游目的地精益服务平台机制研究  

The Study of Platform Construction Mechanism of Tourism Destination Fine Service

作　　者：韦鸣秋 白长虹[2] 张彤 WEI Mingqiu;BAI Changhong;ZHANG Tong(Department of Tourism,School of Humanities,Southeast University,Nanjing 211189,China;Business School,Nankai University,Tianjin 300071,China;College of Tourism and Service Management,Nankai University,Tianjin 300350,China)

机构地区：[1]东南大学人文学院旅游学系,江苏南京211189 [2]南开大学商学院,天津300071 [3]南开大学旅游与服务学院,天津300350

出　　处：《旅游学刊》2023年第1期81-95,共15页Tourism Tribune

基　　金：国家社会科学基金艺术学重大项目“文化产业和旅游业提升国民幸福指数研究”(20ZD04)资助。

摘　　要：高质量发展是新时期经济社会发展的主基调,也是旅游目的地综合治理与服务供给的战略指向。作为对相关现象的探索,旅游目的地精益服务从多主体、多层次供给进行了理论突破。然而,其实现机制仍是有待破解的“黑箱”。文章选取重庆、西安、杭州作为案例地,通过扎根理论和跨案例比较的方法,对旅游目的地精益服务现象进行解构。研究发现:平台供给是旅游服务生态系统有序运转的驱动因素,也是旅游目的地精益服务实现的核心逻辑;旅游目的地精益服务的平台机制由制度调适、技术嫁接、组织重构、服务集成4个维度组合而成,衍生为目的地层面的平台生态系统。在此基础上,文章发现存在市场追随型、行政干预型、价值耦合型3种类型平台生态系统,亦是具有差异性的精益服务服务模式。该文丰富旅游目的地精益服务理论体系的同时,对地方政府提升目的地服务供给水平具有指导意义。High-quality development is the keynote of economic and social development in the new era, as well as the strategic direction of comprehensive management and service supply of tourism destinations. As a theoretical exploration of related phenomena, the study of tourism destination fine service is carried out from the perspective of multi-subject and multi-level supply. Different from the traditional public management field, which regards government, market, and society as a distinct and independent institutional relationship circle, in the tourism destination fine service scenario, the role of government is changed, and its relationship with the market and social forces is reconstructed to form a service ecosystem in the tourism field. Relevant studies have opened up a new understanding of the tourism service ecosystem under the interaction of multiple subjects. Although the previous studies did a systematic exploration of the relevant conceptual connotation and organizational relationship, it fails to fully explain the processing logic and implementation mechanism of tourism destination fine service.That is, how to transform the service ecosystem to fine service in tourism destinations needs a further response. In this paper, Chongqing, Xi’an, and Hangzhou are selected as case destinations to deconstruct the tourism destination fine service mechanism through grounded theory and cross-case comparison. It is found that platform supply is the instrumental rationality of orderly operation of tourism service ecosystem, and also the core realization logic of tourism destination fine service, which has four dimensions: System platform, technology platform, organization platform, and service platform, which transfer to a platform ecosystem at the destination level. In addition, this paper demonstrated that there are three kinds of platform-based supply types, namely market following, administrative intervention,and value coupling, which are also different models of tourism destination fine service. Different from prev

关 键 词：高质量发展 旅游目的地精益服务 服务生态系统 平台供给 

分 类 号：F59[经济管理—旅游管理]