游客满意度研究综述与展望.pdfVIP

2010 1 177 北京第二外国语学院学报 年第 期 （总第 期） 汪　侠　刘泽华　张　洪 210093 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。 游客满意度；综述；展望 ［中图分类号］ F59 ［文献标识码］ A ［文章编号］1003-6539(2010)01-0022-08 Review and Forecast of Tourist Satisfaction Research Wang Xia / Liu Zehua / Zhang Hong School of Geographic and Oceanographic Sciences, Nanjing University, Nanjing 210093, China) Abstract：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. Key words：tourist satisfaction review prospect 20 70 CNKI