节庆服务质量提升研究——以青岛国际啤酒节为例旅游管理专业论文.docxVIP

II II 对性的策略来改善节庆的服务质量。通过本文的分析，以期为节庆行业提出一个 比较适用的服务质量评估方法，主要用于诊断节庆存在的服务质量问题，提供有 价值的诊断信息，对节庆行业服务质量管理提供一些帮助和借鉴。 通过本文对青岛国际啤酒节的服务质量要素的研究，分析出啤酒节需要改 善的关键服务要素有：合理的休息设施、卫生间的使用、节庆入退场时的操作流 程、良好的节庆氛围、节庆主题娱乐活动、节庆营销与推广活动、工作人员及志 愿者的服务、游客意见处理的及时性等。 关键词：节庆服务质量；游客满意度；QFD；Kano 模型； PAGE PAGE IV Research Of The Promotion Of festivals Service Quality Abstract With the development of our country’s festival industry and the arrival of service economy，tourists are no longer limited to traditional tourism, recreation and shopping. In order to acquire the unique experience, they prefer satisfying their requirements, no matter physically or mentally. Several factors such as the environment, the contents of service, the attitude and standard of the staff，will affect tourist satisfaction. Therefore, the service quality is the key to sustainable development. To get long-term profit and expansion, the operator should provide high-quality service, comfortable and satisfied experiences. Though achieved great success, our country’s festival still has a lot of problems, like incomplete management system, simple facilities, low-level attitude and skill of the personnel. Thus study on the service quality in the vigorous development of festival activities has the vital significance to the management of festival service quality. This paper selects the evaluation of the service quality as a key, uses the evaluation methods to research the festival service. Besides the study takes Qingdao International Beer festival as an example, so as to discuss the key quality and existent problems of the beer festival. The paper summaries the situation of festival service and introduces the QFD method and the Kano model in detail. Then it applies the QFD theory and Kano model to the evaluation of the service quality. The research uses the QFD method to understand the needs of tourists, and then establishes the house of quality to analyses the service quality. Next, the paper utilizes the Kano model to divide the servi