旅行社同业计调员服务绩效评价研究

发布时间：2018-03-11 06:02

本文选题：旅行社同业计调员　切入点：服务绩效　出处：《华侨大学》2013年硕士论文　论文类型：学位论文

【摘要】：当今旅游市场的竞争，是供应链和供应链之间的竞争，不再单纯是旅行社和旅行社之间的竞争，旅游同业销售就是在此背景下应运而生。旅行社的同业销售是旅行社供应链管理的一个重要组成部分，主要以旅游批发商的形式将地接社、景区等的旅行社的旅游产品迅速地分销到组团社再进一步到游客，成为当今旅游销售中供应链的重要组成部分。旅游同业销售中，同业计调员是进行实际操作的专业人员，是同业旅行社的中枢，同业计调工作的优劣直接影响和决定着公司业务的正常开展，旅行社同业计调起着连接组团社和地接社的枢纽作用。对旅行社同业计调进行服务绩效评价，能够评价出服务绩效水平进而优化旅行社同业计调服务绩效。笔者选取相关旅游专家等人员进行访谈，总结得出旅行社同业计调员的工作职责和工作特点。对郑州市旅行社同业计调员、旅行社管理者、组团社计调员进行了访谈，总结得出旅行社同业计调员服务绩效的重要影响因素，结合相关文献归纳和总结出旅行社同业计调员的服务绩效的3个指标：个人知识指标、工作行为指标、工作结果指标，，并根据3大指标设定服务绩效评价指标体系。并选取220名同业计调员进行指标重要性感知调查，来验证和分析选取指标的合理性。本研究还通过专家打分法对服务绩效评价体系的几个指标进行了权重的赋值，并通问卷调查的结果进行了权重对比验证。此外，本研究对所选取的几个评价指标分别进行了量表设定，通过量表对旅行社同业计调员进行绩效评价，并采用强制分布法对同业计调员服务绩效进行了等级划分。以此得出郑州市旅行社同业计调员的总体服务绩效水平。并针对总体服务绩效水平一般的情况，在工作分析的基础上提出了提升旅行社同业计调员服务绩效水平的措施。
[Abstract]:Today's competition in the tourism market is between the supply chain and the supply chain, and is no longer a competition between travel agencies and travel agencies. It is against this background that intersector tourism sales emerge as the times require. Interbank sales of travel agencies are an important part of the supply chain management of travel agencies. They are mainly connected to local agencies in the form of tourism wholesalers. Tourist products of travel agencies, such as scenic spots, are rapidly distributed to tour groups and further to tourists, which has become an important part of the supply chain in tourism sales today. It is the center of the interbank travel agency. The merits and demerits of the interbank calculation and adjustment work directly affect and determine the normal development of the company's business. The service performance evaluation of travel agency interbank adjustment can evaluate the service performance level and optimize the travel agency interbank service performance. The author selects related tourism experts and other personnel to interview, summarizes the job responsibilities and working characteristics of the interagency coordinator of travel agency, interviews Zhengzhou travel agency interbank coordinator, travel agency manager, regiment coordinator, etc. This paper summarizes the important factors influencing the service performance of interbank coordinator of travel agency, and summarizes three indexes of service performance of interbank coordinator of travel agency: personal knowledge index, work behavior index, work result index. And set up service performance evaluation index system according to three indexes, and select 220 interbank surveyors to carry on the index importance perception survey, To verify and analyze the rationality of the selection of indicators. This study also through the expert scoring method of the service performance evaluation system of several indicators of the weight of the assignment, and the results of the questionnaire to carry out the weight comparison. In addition, this study sets up several evaluation indexes separately, and evaluates the performance of the interbank coordinator of travel agency through the scale. By using the method of compulsory distribution, the paper classifies the service performance of interbank dispatchers in Zhengzhou, and obtains the overall service performance level of interbank dispatchers of travel agencies in Zhengzhou, and aiming at the general service performance level of the overall service performance, On the basis of job analysis, this paper puts forward some measures to improve the service performance of interbank coordinator of travel agency.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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