游客满意度研究综述与展望被引量：110

Review and Forecast of Tourist Satisfaction Research

下载PDF

导出

摘要根据30年来国内外游客满意度的相关文献,对游客满意度的内涵、形成机理、行为结果、测评方法、模型构建等方面的研究进展进行了详细的分析,指出当前游客满意度研究存在着研究视野较为狭窄、研究内容不够系统、研究方法较为简单等问题。基于此,文章认为将来的研究应加强以下3方面的工作:首先应充分借鉴国内外顾客满意度研究的理论成果,构建游客满意度模型,系统探讨游客满意度的形成机理和行为结果。其次,利用结构方程模型加强定量分析,提高研究手段的科学性。第三,加强不同类型旅游地游客满意度的对比分析。 Based on the literature of tourist satisfaction from home and abroad since 1970s,this paper makes a detail analysis on the study progress of definition,formation mechanism,behavior result,measurement approach and model development of tourist satisfaction.Then,it concludes three questions existing in the current study of tourist satisfaction,namely,limited study objects,unsystematic study content,and simple study method.Based on this,the authors propose the following work to be accomplished for future research on tourist satisfaction.First,make reference on the theory progress of domestic and abroad consumer satisfaction and construct the tourist satisfaction model,with the purpose of investigating the formation mechanism and behavior result of tourist satisfaction.Second,strengthen the quantitative analysis by structure equation model to keep the research method scientific.Third,conduct comparative analysis on the formation mechanism and behavior result of tourist satisfaction of different destinations.

作者汪侠刘泽华张洪

机构地区南京大学地理学院

出处《北京第二外国语学院学报》 2010年第1期22-29,共8页 Journal of Beijing International Studies University

基金国家自然科学基金(40901075)资助国家社会科学基金项目(06xjy021)资助

关键词游客满意度综述展望 tourist satisfaction review prospect

分类号 F59 [经济管理—旅游管理]

引文网络
相关文献

参考文献83

1Cardozo R. Customer satisfaction: Laboratory study and marketing action [ J ].Journal of Marketing Research, 1964, ( 2 ) : 244-249.
2Miller J A. Study satisfaction. Modifying models. Eliciting expectations. Posing problems and making meaningful measurements [ A ] . In Hunt K. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction [ C ] . Marketing Science Institute. Cambridge MA, 1977 : 72-91.
3Kotler P. Marketing Management: Analysis, Planning, Implementation, and Control (9th Edition) [ M ] . Upper Saddle River, NJ: Prcnticc-Hall, 1997.
4Oliver R L, Linda G. Effect of satisfaction and its antecedents on customer preference and intention [ J ] . Advances in Consumer Research, 1981 : 88-93.
5Pizam A. Tourism's impacts: The social costs to the destination community as perceived by its residents [ J ]. Journal of Travel Research, 1978, (Spring) : 8-12.
6Beard J B, Ragheb M G. Measuring leisure satisfaction [ J ]. Journal of Leisure Research, 1980, 12: 20-33.
7Tribe J, Snaith T. From SERVQUAL to HOLSAT:Holiday satisfaction in Varadero, Cuba [ J ] . Tourism Management, 1998, 19 ( 1 ) : 25-34.
8李智虎.谈旅游景区游客服务满意度的提升[J].企业活力,2003(4):39-41. 被引量：134
9Oliver R L. A cognitive model of the antecedents and consequences of satisfaction decisions E J ]. Journal of Marketing Research, 1980, 17 (4) : 460-469.
10Gilly M C, Cron W L, Barry T E. The expectationsperformance company process: An investigation of expectation types [ A ] . In Day R L, Keith H K. International Fare in Consumer Satisfaction and Complaining Behavior [ C ] . Indiana University, Bollmington, IN, 1983 : 10-16.