非惯常环境下旅游服务投诉补救理论模型的构建

发布时间：2018-01-12 02:07

本文关键词：非惯常环境下旅游服务投诉补救理论模型的构建　出处：《四川师范大学学报(社会科学版)》2017年01期 　论文类型：期刊论文

【摘要】：在非惯常环境下,旅游消费者的心理与行为与其在日常的工作、学习与生活的表现存在显著差异。旅游业的综合性和旅游服务消费的异地性、无形性等特征,导致服务失误不可避免,旅游者的不满意及投诉事件屡有发生。运用动机归因理论、目标导向理论以及服务补救相关理论,构建旅游者投诉动机与服务补救策略匹配的二维矩阵,探讨其对旅游服务补救满意度与旅游者感知补救绩效的双重影响。同时,研究讨论管理部门介入度与旅游者目标导向对服务补救效果的调节作用,揭示在服务补救过程中旅游者情绪体验的中介作用。通过构建非惯常环境下旅游服务补救的理论分析框架,不仅提出了一系列可供检验的研究命题,为深入理解旅游服务补救问题提供了可参考的理论视角,而且有助于服务补救理论的发展与完善。
[Abstract]:In the non-normal environment, there are significant differences between the psychology and behavior of tourism consumers and their daily work, study and life, and the characteristics of tourism integration and tourism service consumption, such as heterogeneity, invisibility, and so on. It leads to the inevitable service failure, tourists' dissatisfaction and frequent complaints. The use of motivation attribution theory, goal-oriented theory and service remediation theory. This paper constructs a two-dimensional matrix of tourist complaint motivation and service remediation strategy, and discusses its dual effects on the satisfaction of tourism service recovery and tourists' perceived remedial performance. The study discusses the regulatory effect of management intervention and tourist goal-oriented on service remediation effect. It reveals the intermediary role of tourists' emotional experience in the process of service remediation. By constructing the theoretical analysis framework of tourism service remedy under the non-usual environment, it not only puts forward a series of research propositions that can be tested. It provides a theoretical perspective for further understanding the problem of tourism service remedy, and is helpful to the development and improvement of service remedy theory.
【作者单位】：西南民族大学旅游与历史文化学院;
【基金】：国家自然科学基金项目“消费者服务购买决策的框架效应研究”(71372207) 四川省教育厅人文社科重点项目“四川省旅游舆情事件的影响机制与治理研究”(2015SA0205)
【分类号】：D922.294;F274;F592
【正文快照】： 近年来,旅游消费市场服务失误事件频发,旅游投诉数量递增,已严重影响到旅游业的快速、健康、可持续发展。根据人民网“旅游3.15投诉平台”发布的数据,2015年,网站共收到1467条旅游投诉,较2014年增长了36.6%,其中服务质量、旅游合同、售后服务、强迫消费等是旅游投诉的“重灾区

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