旅游投诉处理标准化问题及对策研究  

Research on Standardization Issues of Tourism Complaints Handling and Its Countermeasures

作　　者：刘雪梅 LIU Xue-mei(Anhui Institute of Quality and Standardization,Hefei 230051,China)

机构地区：[1]安徽省质量和标准化研究院,合肥230051

出　　处：《质量探索》2023年第4期42-47,共6页Quality Exploration

摘　　要：积极做好投诉处理工作,是解决旅游纠纷的有效手段,而建立健全旅游投诉处理标准化运行机制,则是推动旅游业持续健康发展的重要保障。本文总结了我国旅游投诉处理标准化现状,分析了旅游投诉处理标准化中存在的问题,并重点针对旅游投诉处理标准化运行机制提出了优化建议,旨在提高旅游投诉处理能力,提升旅游服务质量,助力旅游业高质量发展。Actively responding to complaints handling work is an effective means of resolving tourism disputes,and establishing a sound standardized operation mechanism for tourism complaints handling is an important guarantee for promoting the sustainable and healthy development of the tourism industry.This article summarizes the current standardization situation of tourism complaints handling in China,analyzes the problems existing in the standardization of tourism complaints handling,and puts forward optimization suggestions for the standardized operation mechanism of tourism complaints handling,aiming to improve the ability to handle tourism complaints,enhance the quality of tourism services,and promote the high-quality development of the tourism industry.

关 键 词：旅游投诉 旅游投诉处理流程 标准化 旅游服务质量 

分 类 号：F592[经济管理—旅游管理]