摘要
旅游者投诉是反映旅游服务质量的重要指标 ,旅行社在旅游业中所处的龙头地位和纽带作用决定了它是旅游者投诉的重点。本文通过对目前旅游者投诉的特点及旅行社防范旅游者投诉的难点等问题的调研分析 ,提出了旅游者投诉的防范措施 :加强“依法治旅” ;提高大众媒体的自律性 ;建立行业预警制度 ;
Tourist's complaints is an important aspect reflecting tourism service quality. Travel agencies, because of its leading position and link function in the tourism industry, are the area where tourist's complaints most likely happen. By means of analyzing the features of tourist's complaints at present and the difficulty facing by travel agencies, this paper points out several measures to lessen tourists' complaints as follows: 1) administering the tourism industry according to law; 2) promoting the self discipline of the mass media; 3) initiating forecast system of the information in the tourism industry; 4) improving the management of travel agencies.
出处
《旅游学刊》
CSSCI
北大核心
2003年第3期18-24,共7页
Tourism Tribune
基金
杭州市旅游委员会 2 0 0 2年课题研究成果的一部分
