国内旅游投诉产生重要原因及处理对策.docVIP

淮北师范大学毕业论文 淮北师范大学毕业论文 国内旅游投诉产生的主要原因及处理对策 摘要：改革开放以来，伴随着旅游业的飞速发展，特别是近十年来，我国旅游业有了突飞猛进的发展，国内旅游人数剧增，并一度出现了旅游景点人数暴增，旅游消费额激增等现象，旅游已成为全民关注的焦点。大众旅游的这种爆发式发展也带来了很多问题，其中旅游投诉问题是旅游行政管理部门及旅游企业一直关注和亟待解决的问题。本文通过对旅游投诉的理论研究及案例分析，总结了国内旅游投诉产生的主要原因，并提出了相应的处理对策以促进旅游业更快更好的发展。 关键词：旅游投诉；原因；对策 On the Main Causes of Travel Complaints in China and Its Countermeasures Abstract: Since the beginning of reform and opening up, along with the rapid development of the tourism industry, especially over the past decade, with the rapid development of Chinas tourism industry, the dramatic increase in the number of domestic tourism, and once appeared in a number of tourist attractions surge, the surge in tourism spending phenomenon, tourism has become the focus of public attention. This explosive development of mass tourism has brought a lot of problems, of tourist complaints tourism administrative departments and tourism enterprises have been concerned about the problems to be solved. In this paper, theoretical research and case analysis of tourist complaints summarizes the main causes of domestic tourism complaints and proposed the corresponding countermeasures to promote faster and better development of the tourism industry. ??Keywords: Causes of Travel; the Causers and the Countermeasures. 目录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc6598 1 引言 PAGEREF _Toc6598 1 HYPERLINK \l _Toc25285 1.1 问题的提出 PAGEREF _Toc25285 1 HYPERLINK \l _Toc27953 1.2 国内旅游投诉的研究现状 1 1.3 研究目的及意义 2 HYPERLINK \l _Toc27871 2 国内旅游投诉现状 2 HYPERLINK \l _Toc25456 2.1总体情况 2 HYPERLINK \l _Toc26527 2.2 主要问题 2 HYPERLINK \l _Toc2400 3国内旅游投诉产生的主要原因 4 HYPERLINK \l _Toc10082 3.1 旅行社擅自降低服务标准 4 HYPERLINK \l _Toc22776 3.2 旅行社或导游擅自更改、增减旅游项目 4 3.3 旅游购物不规范 4 HYPERLINK \l _Toc8465 3.4 旅行社工作不到位 5 HYPERLINK \l _Toc29476 3.5 导游人员服务素质低，服务质量差 5 HYPERLINK \l _Toc31492 3.6 旅游者自身原因 5 HYPERLINK \l _Toc12686 4处理旅游投诉的主要对策 6 HYPERLINK \l _Toc2593 4.1 完善旅游法律体系，加强对旅游市场的监督 6 HYPERLINK \l _Toc6082 4.2 加强对旅行社的管理，规范旅行社行为 6 HYPERLINK \l _Toc17666 4.3 完