《浅析旅行社投诉与导游服务质量》-毕业论文.docVIP

毕业论文 PAGE PAGE 1 编号： lygl091153 昆明冶金高等专科学校 毕业论文（设计） 题 目 浅析旅行社投诉与导游服务质量 学 院 商学院 专业名称 旅游管理 姓 名 *** 学 号 0900004853 指导教师 *** 二0一一年五月 浅析旅行社投诉与导游服务质量 摘 要 旅游业作为国民经济中的一个新兴产业和对外开放的先导产业，对社会经济的发展起着巨大的推动作用。随着旅游的发展和社会化进程的加快 ，旅行社也相应的不断发展起来，随着旅行社的增加，市场竞争激励度不断加剧。在这样的现况下出现了很多的竞争手段，稳定客户关系就成了一个很难处理的问题。同时，旅游过程中就出现很多服务质量得不到保证，出现了各种各样的投诉。除低价竞争外就必须提高自身的服务质量，从而巩固市场。提高自身的素质就必须提高工作人员的服务质量服务质量，尽量减少旅游投诉，从而赢得良好的口碑。 Abstract Tourism as a national economy in emergent industry and opening to the outside world forerunner industry, to social economy development huge promotion effect. Along with the traveling development and socialized advancements quickening, the travel agency also corresponding unceasingly develops, along with travel agencys increase, the market competition drive intensifies unceasingly. Presented many competition methods under such present situation, the stable customer relations have become the question which very difficult to process. At the same time, in the traveling process presents many grades of service not to be able to obtain the guarantee, presented various suits. Besides the low price competition must improve own grade of service, thus consolidated market. Improves own quality to improve staffs grade of service grade of service, reduces the traveling suit as far as possible, thus wins the good oral traditions. 关键词：旅行社投诉 导游投诉 服务质量 目 录 摘要·······································1 Abstract····································1 关键词····································1 目录······································2 1旅行社投诉现状及原因·······················3 1.1旅行社投诉现状··························3 1.2游客投诉的原因························3 1.2.1对旅行社的投诉···················3 1.2.2对导游的投诉·····················4 2 旅行社及导游服务质量的提高···············4 2.1旅行社服务质量的提高·················4 2.2提高导游的服务质量···················5 2.2.1导游员现状··························5 2.2.2提高导游自身素质··············