發(fā)布時(shí)間：2018-01-03 20:28

  本文關(guān)鍵詞：山水旅行社服務(wù)體系研究　出處：《中國(guó)海洋大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 旅行社 服務(wù)體系 服務(wù)流程 服務(wù)質(zhì)量

【摘要】：改革開(kāi)放以來(lái),社會(huì)經(jīng)濟(jì)得到了日新月異的發(fā)展,人民的生活質(zhì)量得到了不斷的提高,物質(zhì)收獲的滿足日益豐富,漸漸的趨向精神生活的追求,旅游成了人們?nèi)粘Ｉ�活的重要的一部分。追求旅游中的暢快淋�?了解不同地區(qū)的文化特點(diǎn),游覽各地的大山大水,成了人們精神生活得到滿足的一個(gè)重要部分。旅行社,就是為人們提供旅游服務(wù)的工具。隨著人們對(duì)旅行要求的不斷提高,旅行社的服務(wù)便成了能夠滿足顧客需要的必要條件。人們對(duì)消費(fèi)需求的要求,慢慢的變的多樣化、個(gè)性化,而旅行社的發(fā)展也慢慢的向著追求品質(zhì)、追求創(chuàng)新,以通過(guò)更多的方式,滿足游客不同的需求。因此,建立一套完整的服務(wù)體系,提高服務(wù)品質(zhì)成了旅行社發(fā)展的重要途徑。 本文通過(guò)文獻(xiàn)研究法,對(duì)旅行社服務(wù)體系構(gòu)建的進(jìn)行了文獻(xiàn)綜述,研究了關(guān)于服務(wù)和服務(wù)體系的相關(guān)理論,借鑒了西方的理論依據(jù),得出了企業(yè)內(nèi)部服務(wù)體系的構(gòu)建。形成了員工“內(nèi)部顧客”的理念,工作是內(nèi)部產(chǎn)品的理念,讓員工提高服務(wù)意識(shí),首先把內(nèi)部自己人當(dāng)成服務(wù)的對(duì)象,把自己的分內(nèi)的工作當(dāng)做產(chǎn)品,從自身實(shí)現(xiàn)內(nèi)部服務(wù)的互通互惠。同時(shí),經(jīng)過(guò)研究分析,提出了內(nèi)部服務(wù)質(zhì)量的評(píng)價(jià),是通過(guò)游客的期望值與體驗(yàn)感之間的差異性來(lái)衡量。 采取實(shí)地調(diào)研法和案例分析法選擇山水旅行社為例,結(jié)合前臺(tái)服務(wù)質(zhì)量設(shè)計(jì)問(wèn)卷,對(duì)問(wèn)卷的結(jié)果進(jìn)行分析、研究、統(tǒng)計(jì),并作為參照的系數(shù),來(lái)探討評(píng)價(jià)旅行社服務(wù)質(zhì)量基本要素,以及要素和要素之間的關(guān)系。通過(guò)山水旅行社的實(shí)際案例,進(jìn)行分析得出存在的問(wèn)題以及出現(xiàn)問(wèn)題的原因,并根據(jù)實(shí)際情況建立相應(yīng)的模型,最后提出旅行社更好服務(wù)需要的對(duì)策。 本文引用了管理學(xué)中管理控制理論,結(jié)合旅行社配套服務(wù)的特點(diǎn),將旅行社企業(yè)的配套服務(wù)進(jìn)行有效的控制。通過(guò)確立服務(wù)質(zhì)量控制目標(biāo),建立有效的信息系統(tǒng),有效的利用服務(wù)補(bǔ)救,完善內(nèi)部服務(wù)的控制機(jī)制,改進(jìn)外部的服務(wù)質(zhì)量控制等程序,對(duì)旅行社的配套服務(wù)進(jìn)行全面的控制。并提出了標(biāo)準(zhǔn)化質(zhì)量管理體系的建立是提高服務(wù)質(zhì)量的有力保障。 運(yùn)用了SERVQUAL評(píng)價(jià)體系量表,構(gòu)建了山水旅行社前臺(tái)服務(wù)質(zhì)量評(píng)價(jià)量表并運(yùn)用了IPA八定位分析,對(duì)旅行社的前臺(tái)服務(wù)質(zhì)量進(jìn)行了測(cè)量、分析并且提出了修改意見(jiàn)。IPA分析方法的基本思路,就是通過(guò)分析和比較服務(wù)評(píng)價(jià)因子的期望值與實(shí)際的績(jī)效性來(lái)確定服務(wù)質(zhì)量改進(jìn)的進(jìn)度情況,以利于有限的資源得到充分的整合。 本文的創(chuàng)新點(diǎn)在于：1)文章借鑒了項(xiàng)目管理方面的理論體系,創(chuàng)建了滿足服務(wù)標(biāo)準(zhǔn)化建設(shè)的流程設(shè)計(jì)圖,結(jié)合服務(wù)這一特殊的行為方式,形成了項(xiàng)目啟動(dòng)(服務(wù)預(yù)案)、調(diào)研策劃(結(jié)合市場(chǎng)實(shí)際)、制定方案(產(chǎn)品的開(kāi)發(fā))、評(píng)估改進(jìn)(售后反饋)五個(gè)環(huán)節(jié),利用流動(dòng)的方式,對(duì)旅行社開(kāi)展服務(wù)質(zhì)量標(biāo)準(zhǔn)化建設(shè)進(jìn)行控制。2)本文構(gòu)建了一個(gè)服務(wù)體系,內(nèi)部涵蓋基本服務(wù)流程體系,影響服務(wù)的因素的關(guān)系體系,以及維護(hù)服務(wù)體系的保障體系等。
[Abstract]:Since the reform and opening up, the social economy has been change rapidly development, people's quality of life has been continuously improved, the material gain meet the increasingly rich spiritual life, the pursuit of the trend gradually, tourism has become an important part of people's daily life. The pursuit of tourism in the Yuanmin, understand the cultural characteristics of different regions, visit all over the mountains and rivers into people's spiritual life is an important part of the meeting. The travel agency, is to provide travel services for the people. With the increasing of travel demand, travel service has become the necessary conditions to meet the needs of the customer. The demand for consumer demand, diversification, slowly the change of personality, and the development of travel agency also slowly towards the pursuit of quality, pursuit of innovation, through more ways to meet the different needs of tourists. Therefore, to establish a set of The complete service system and the improvement of the service quality have become an important way for the development of the travel agency.
In this paper, through literature research, the travel agency service system construction were reviewed on the related theories on service and service system, from the theoretical basis of western construction of internalservice system. The formation of the employees "internal customers" concept, is the internal product idea, let the staff improve the service consciousness, first of all objects within its own people as service, his job as a product from its own internal service to achieve interoperability mutual. At the same time, through research and analysis, put forward the evaluation of internal service quality, as measured by the difference between the tourists and experience a sense of expectation.
Take the field research method and case analysis method to choose the landscape travel agency as an example, combined with the front desk service quality questionnaire, the results of questionnaire analysis, research, statistics, and as a reference factor to evaluate the basic elements of the service quality of travel agency, as well as the relationship between the elements and elements to. Through the actual case of landscape travel agency and analyze the existing problems and the causes of the problems, and establish the corresponding model according to the actual situation, and finally puts forward the countermeasures to better serve the needs of the travel agency.
This article refers to the management of the management control theory, combined with the characteristics of travel services, the travel agency services for effective control. Through the establishment of service quality control objectives, establish an effective information system, using effective remedial services, improve the internal control mechanism of service, improve the external service quality control program the travel agency services, comprehensive control. And proposed the establishment of a standardized quality management system is a powerful guarantee to improve the quality of service.
Using the SERVQUAL evaluation scale system, constructs the evaluation of travel agency service of reception quality landscape scale and the use of IPA eight positioning analysis, the travel agency service of reception quality was measured, analyzed and put forward the basic idea of amendments.IPA analysis method, is through the analysis and comparison of factor evaluation of service expectations and performance to determine the actual progress to improve the quality of service, for the limited resources are fully integrated.
The innovation of this paper lies in: 1) based on the theory of project management, to create a process design service standardization to meet with the special service behavior, the formation of the project (service plan), research planning (with actual market), plan (product development) evaluation, improvement (customer service feedback) five links, the flowing way to control.2 to carry out service quality standardization construction of travel agency) this paper constructs a service system, covering the basic internal service process system, system factors influence the service and maintenance service system, security system and so on.

【學(xué)位授予單位】：中國(guó)海洋大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F592.6

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