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在旅游服务的理论研究方面,人们一直将旅游服务的特征概括为不可感知性、不可分离性、差异性、不可储存性和缺乏所有权等五种。我们认为,在旅游活动过程中,知觉过程是连接顾客与经营者的行为的基本途径。从旅游知觉的内涵、过程和类型考虑,都使我们得出旅游服务的特征应当是可感知性、可记忆性、活动性等。明确这些特征,对于改进旅游服务设施,提高服务质量有着重要的理论意义和实践指导意义。
In the theoretical research of tourism services, the characteristics of tourism service have been summed up as five kinds of imperceptibility, inseparability, difference, non-storability and lack of ownership. In our opinion, perceptual process is the basic way to connect customers and managers in the process of traveling. Considering the connotation, process and type of tourism perception, all of them make us come to the conclusion that the characteristics of tourism service should be perceivable, memorable, activity and so on. Clear these characteristics, for improving the tourism service facilities, improve service quality has important theoretical significance and practical significance.