【作者】 刘晓庆；

【导师】 吴国清；

【作者基本信息】 上海师范大学 ， 人文地理学， 2010， 硕士

【摘要】 二十世纪九十年代以来,城市旅游业的巨大发展引起社会各界的高度关注,特别是近年来散客旅游团体,已经逐渐成为上海市旅游业发展的主力军。自1999年政府实事项目的第一个旅游咨询服务中心建立到2010年为民办实事项目的新建改建40个上海旅游咨询服务中心,上海市已经初步形成集旅游咨询公司、旅游咨询服务中心、旅游咨询有限公司、旅游咨询中心和旅游咨询服务公司等多样化形式的旅游咨询服务体系。本文针对上海市已经建设的旅游咨询服务中心,系统探讨其咨询服务功能和效应的定量评价方法。通过分层抽样调查,尝试建立“上海市旅游咨询服务效应评价指标体系”和综合评价模型,为区域旅游咨询产业的发展提供参考；同时,为旅游咨询绩效评估、旅游咨询中心规划研究提供理论与实践、定量与定性相结合思路。本论文主要论述以下几个方面的问题：第一,探讨和分析了国内外旅游咨询服务中心建设和研究基本现状。系统调研了国内外关于旅游咨询概念、内涵、功能等基本理念的论述；针对美国、澳大利亚、北京和杭州旅游咨询产业发展现状,开展旅游咨询中心地点选择、管理体制、运营方式、人员配备、专业培训、经费来源、提供服务范围及宗旨等内容的总结与梳理。重点对上海市旅游咨询中心建设现状进行研究,初步完成旅游咨询服务体系与模式的构建。第二,提出并建立“城市旅游咨询服务效应评价指标体系”和综合评价模型,且以上海市为例开展实证研究。通过分层抽样问卷调查、因子分析法和主成分分析等方法,定量衡量上海旅游咨询服务效应状况,修正和构建“上海市旅游咨询服务效应评价指标体系”,设计操作性强的评价“调查问卷”模板。拟为城市旅游咨询服务评价研究提供科学指导和定量分析思路。第三,基于定量与定性相结合思维,采用百分制进行上海市旅游咨询服务效应等级评价。被调查者对于上海市旅游咨询服务的总体评价为42.64分,处于“中等”效应水平；公众咨询认知度、咨询功能熟悉度和咨询服务满意度评价结果则从不同侧面反映上海市旅游咨询服务效果。更多还原

【Abstract】 Since the nineties of the twentieth century, the great development of urban tourism aroused great concern. Especially in recent years, individual travel groups have gradually become a major force in the development of tourism in Shanghai. Since 1999, the government’s first practical project to establish a tourism advisory service center, it will be newly 40 in 2010. A diversified service system including travel consulting company, tourist information service centers, tourist Consulting Co., Ltd., tourist information centers and travel advisory companies has taken shape in Shanghai.For the tourist information service centers of Shanghai, this paper systematically explore a quantitative evaluation method of the advisory services function and effect. Through the stratified sample survey, it try to establish a "effect evaluation index system of travel advisory services to Shanghai" and comprehensive evaluation model for the development of regional tourist information industries. At the same time, a quantitative and qualitative combined idea has been provided to the theory and practice study of the travel advisory performance evaluation, and tourist information center planningThis paper mainly discusses the following issues:Firstly, it examines and analyzes the basic status quo of the domestic and international travel consulting services centers. The concept, content, functionality of tourism consulting industry at home and abroad have been systematically studied. This Contents, such as the site selection, management system, operations methods, staffing, professional training, funding sources, scope and purpose of the provision of United States, Australia, Beijing and Hangzhou Tourist Information Center, have been analyzed. The Shanghai tourist information service system and model construction initially completed.Second, a "effect evaluation index system of city tourism advisory services " and comprehensive evaluation model have been proposed and established. The empirical studies conducted in Shanghai. Through stratified sampling survey, factor analysis and principal component analysis methods, The effect of advisory services to Shanghai Tourism status has been quantitatively measured. The " effect evaluation index system of Shanghai city tourism advisory services " has been amended and established. a operable assessment "questionnaire "template has been designed. It will provide scientific guidance and quantitative analysis idea for the evaluation of urban tourism consulting servicesThird, based on a combination of quantitative and qualitative thinking, the effects grade evaluation of has been done using percentile system. Overall assessment of Shanghai tourism service is 42.64, which is at the "medium" effect level. The results of public consultation recognition, familiarity of advisory and consulting services and satisfaction of advisory services reflect the effect of Shanghai advisory services from different sides.更多还原