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随着近几年出境旅游的飞速发展,旅行社纷纷加大海外市场业务的拓展,因而导致了对海外领队的需求剧增。然而,相应的游客与旅行社,尤其是游客与海外领队之间的问题也随之出现。游客与海外领队的问题主要集中在海外领队的服务质量上,因此,海外领队的顾客满意度研究也就变得越来越迫切。本文主要从相关定义的界定、海外领队顾客满意度现状分析、原因分析以及对此提出的建议来研究海外领队顾客满意度。
With the rapid development of outbound tourism in recent years, travel agencies have stepped up their overseas market operations, resulting in a surge in demand from overseas leaders. However, the corresponding problems between tourists and travel agencies, especially tourists and overseas leaders, also appeared. The problems of tourists and overseas tour operators mainly focus on the service quality of overseas tour operators. Therefore, the research on the customer satisfaction of overseas tour operators becomes more and more urgent. This article mainly studies the overseas customer satisfaction by analyzing the definition of the relevant definition, the current situation of customer satisfaction of overseas managers, the reason analysis and the suggestions put forward for this.