旅行社服务质量管理模式及其应用_以广之旅为例［精品pdf］

李健明.旅行社服务质量管理新论[M].北京:中国科学技术出版社, 2007:55-60. [2] 李天元.旅游学[M].北京:高等教育出版社,2006:90. [3] 戴斌,杜江.旅行社管理[M].北京:高等教育出版社,2006:78. [4] 常红生.受控状态下的旅行社质量管理[J].江汉大学学报(社会科学版), 2008,(9):23-24. ServiceQualityManagementofTravelAgency ——ACaseofGuangZhilvTravelAgency YITing-ting 1,XUANHui-ling 2 (1.ZengchengCollegeofSouthChinaNormalUniversity ,Guangzhou 511363,China ; 2.GuangZhilvTravelAgency,Guangzhou510403,China) Abstract: Servicequalityisoneofthemostimportantfactorswhichaffectcustomersatisfaction .Thispaperanalyzesthe factorsandproblemsofservicequalitymanagementoftravelagency.TakingGuangzhilvInternationalTravelServiceLTD.as anexample,itexploreshowthetravelagencytakessomemeasuresandmodelstoimprovetheirservicequality. Keywords: travelagency;qualityofservice;managementmodel;GuangZhilvTravelAgency [责任编辑:谌世龙] 722