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构建了游客感知的旅游服务公平性评价模型,基于调查所获数据,从游客的年龄、性别、职业,游客对湖南省内6大旅游目的地的旅游服务单因子多维度,运用所构建模型探讨了游客对湖南旅游服务公平性的评判,结果表明,游客对湖南旅游服务公平性的综合评价不高,同时,游客对购物服务、娱乐服务与餐饮服务公平性给予较低的评判。据此,提出了有助于指导湖南省旅游业采取有效管理措施、提升旅游业形象、培育旅游者忠诚、保持长期良好的客户关系、提升市场竞争能力及实现湖南旅游业可持续性发展的建议与对策。
Based on the data obtained from the survey, this paper explores the multi-dimension of single factor of tourist services in tourist destinations in Hunan Province from the age, sex, occupation and tourists of tourists, and discusses the model of the tourism service fairness evaluation. The evaluation of tourists ’fairness to the tourism service in Hunan Province shows that the tourists’ overall evaluation of the fairness of tourism service in Hunan is not high. At the same time, the tourists give lower judgment on the fairness of shopping service, entertainment service and catering service. Based on this, suggestions are put forward to help guide the tourism industry in Hunan Province to adopt effective management measures, enhance the tourism image, cultivate loyalty of tourists, maintain long-term and good customer relationship, enhance market competitiveness and realize the sustainable development of tourism in Hunan Province And countermeasures.