| 旅游业服务质量柔性化探微 |
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| 引用本文： | 姜晶花.旅游业服务质量柔性化探微[J].广州大学学报(社会科学版),2003,2(1):62-65. |
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| 作者姓名： | 姜晶花 |
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| 作者单位： | 南京师范大学,公共管理学院,江苏,南京,210097 |
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| 摘 要： | 旅游业的发展有赖于服务质量的提高。我国旅游业的服务之道应注重服务质量柔性化 ,即针对旅游者不同的心理需求提供不同的服务 ,着重于三个方面 :旅游产品人性化、旅游目的地形象亲和化、旅游从业人员德才兼具化。通过柔性化的服务改善旅游服务环境 ,提升旅游企业形象 ,使我国旅游业健康快速发展
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| 关 键 词： | 旅游 服务质量 柔性化 |
| 文章编号： | 1671-394X(2003)01-0062-04 |
| 修稿时间： | 2002年8月28日 |
Tenderness in Tourism Service Quality |
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| JIANG Jing-hua.Tenderness in Tourism Service Quality[J].Journal of Guangzhou University(Social Science Edition),2003,2(1):62-65. |
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| Authors: | JIANG Jing-hua |
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| Abstract: | The development of tourism depends on the improvement o f service qual ity. Focusing on service quality, the author discusses the guestion of how to se ek for the approach to excellent tourism service. The author proposes the tenderness in tourism service quality, namely ,to present different service according to different requirements of tourists. I t in cludes three facets: tourism service humanism, attractiveness and friendliness o f tourist destination images,tourism employees with both ability and integrity.T hrough the above measures, tourism environment and tourism images will b e improved. Finally it will lead our tourism to healthy and fast development. |
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| Keywords: | tourism service quality tenderness |
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