【作者】 孟祥生；

【导师】 符全胜；

【作者基本信息】 华东师范大学 ， 工商管理， 2011， 硕士

【摘要】 随着我国旅游产业的飞速发展,旅游市场的不断扩大,运用标准化手段来有效规范企业的管理和服务活动,全面提升服务质量已成为旅游企业向更高水平发展的重要途径。目前我国旅游企业对旅游业标准的制定尤为重视,标准也较为完善,但对标准的实施和监督工作并不重视。作为连接旅游生产和旅游消费之间的重要纽带和桥梁,旅行社的服务质量水平不仅是企业的生命所在,也关系到旅游业的整体发展。因此,旅行社如何通过标准化建设来提升企业的整体服务质量和综合竞争力,取得企业经济效益和社会效益的“双赢”,是目前旅行社企业发展过程中值得重视与研究的课题。本文拟从旅行社企业的角度出发,运用标准化工作视角,通过对国内外旅游标准化建设模式的比较,结合我国旅行社服务的特性,探索性地提出旅行社企业服务标准化建设的主要途径和核心内容,并以CQ旅行社服务标准化建设的实践经验为例,综合运用分析与归纳、理论与实际相结合的研究方法,有针对性地为今后旅行社企业开展服务标准化建设,积极提升企业管理水平,全面提高旅行社服务质量,有效创建旅行社企业服务品牌,做出一些有益的探索和尝试。本文由5个部分组成：第1章为绪论。介绍论文的选题背景、研究内容和研究意义,说明本文的研究思路和框架结构,并指出研究的创新性与局限性。第2章为研究综述。首先对相关概念进行了界定和梳理(包括标准和标准化、服务标准化、旅游标准化等)；然后对国内外旅游标准化建设和旅行社服务标准化建设的理论研究及现实状况进行了回顾、分析与探讨；最后对国内外旅游标准化建设的模式进行了较为深入的比较和分析。第3章为框架构建。对旅行社服务标准化建设进行了系统研究,从旅行社企业面临的基本问题出发,以项目管理流程为主要工具,对旅行社服务标准化建设的工作环节和流程进行梳理；以服务标准体系为核心,建立旅行社服务标准化系统模型,保证旅行社服务生产过程的顺利进行。第4章为案例分析。通过对CQ旅行社服务标准化建设全过程及实施效果的全面介绍与分析,结合实践经验,为以CQ旅行社为代表的广大旅行社企业如何开展服务标准化建设提供有益的经验和借鉴。第5章为研究结论。主要对全文的研究进行总结和讨论,同时提出一些有待深入加强研究的问题,指出未来研究的方向。更多还原

【Abstract】 With the rapid development of China’s tourism industry and the expanding of tourism market, the effective use of standardized measures is an important way to promote the tourism industry to a higher level, through regulating the industry’s activities and raising the overall quality of service. At present, China attached great importance to formulate the standards of tourism industry, but the lack of implementation and supervision, that is, the tourism enterprises do not attach importance to the implementation of each standards. As an important link between tourism production and consumption, the service quality of travel agents is the life of tourism industry. Therefore, it’s worthy to study how travel agents improve the overall quality of service and competitiveness through standardization.From the perspective of standardization, this paper compared the domestic tourism standardization model with foreign countries. Basing on the characteristics of China’s travel services, the study put forward the main method and core content of the service standardization of travel agency. Using the method of combination with analysis and categorization, theory research and empirical research, this paper also analyses the practical experience of the service standardization of CQ travel agency, thus to make some useful explore for future service standardization and raising the overall service quality and level of travel agency.This paper consists of five parts:The first part is the introduction, a thesis on the main topics, research background, purpose and significance of research ideas, research methods and research innovation, and so forth.The second part is literature review and related concepts defined, and mainly focusing on the analysis of the status of domestic and international standardization on tourism industry and travel agency service, then comparing the two different models.The third part is framework building, standardization of travel agency services being systematically studied. Stating from some basic problems, this part firstly sorted out the main processes of travel agency services standardization work, using the tool of project management process. Then a systemic model of standardization is established, with the service standards system as core contents.The forth part is case study, through a comprehensive introduction and analysis on the service standardization of CQ travel agency, providing useful experience for other travel agency’s construction of service standardization.The last part is to sum up this paper, while putting forward some issues to be further strengthened.更多还原