摘要
界定导游服务失败的原因,针对游客遭遇导游服务失败后的归因方式进行分析:游客一般从归属性判断、稳定性判断和可控性判断三个维度对导游服务失败进行归因。并对如何化解导游服务失败、帮助游客合理化归因提出建议。为导游员、旅行社经营者实施有效补救措施提供心理学的理论支持。
The paper is to analyse the attribution methods for tourists experiencing failed guide service Based on defining the failure of guide service. In general, tourists attribute the failure of guide service from the following dimensions： belongingness judgment, stability judgment and controllability judgment. The end of this paper has also given some countermeasures and suggestion about how to resolve failure of guide service and help tourists attribute reasonably.
出处
《贵州工业大学学报（社会科学版）》
2007年第4期55-56,61,共3页
Journal of Guizhou University of Technology(Social Science Edition)
关键词
导游服务失败
游客
归因过程
归因维度
failure of guide service
tourists
attribution process
attribution dimension
