基于质量差距模型的旅游服务提升研究-参考资料.docVIP

基于质量差距模型的旅游服务提升研究 摘要：运用服务质量差距模型，从顾客期望与顾客感知的服务之间的差距入手，描述了旅游服务质量差距的现状，并对其产生的原因进行了分析，最后提出了提高旅游服务质量的对策建议。 关键词：质量差距模型；旅游服务；顾客差距 Research on Upgrading Tour Service Based on Quality Gaps Model Abstract: Based on Gaps Model of Service Quality, this paper starts with the gaps of services expected and perceived by the customers, and describes the status quo of gaps of service quality of tourism, and then makes an analysis of its causes and puts forward some suggestions to improve the quality of tour service. Key words: Quality Gaps Model, tour service, customer gaps 1.绪论 1. Introduction 由于旅游服务具有无形性