旅游管理与服务教育-游客感知视角下主题公园服务质量提升策略研究——以厦门方特旅游区为例论文

厦门方特旅游区为研究案例，基于游客感知的视角，从安全性、保障性、响应性、有形性、移情性、敏感性六个维度入手，运用文献归纳法、实地考察法和问卷调查法，对厦门方特旅游区游客感知服务质量现状进行了研究，并针对存在问题提出相关的服务质量提升对策和建议。关 键 词 ： 游客感知；服务质量；主题公园AbstractXiamen Fantawild Tourist Area is the representational theme park, in the south of China, which has great attraction to tourists home and abroad. This research took Xiamen Fantawild Tourist Area as a case study, from tourists' perception and the following six dimensions--security, assurance, responsiveness, tangibility, empathy and sensitivity, studies the present situation of perceived service quality of tourists in Xiamen Fantawild Tourist Area by literature induction, field investigation and questionnaire survey. And basing on the existing problems, the research proposes solution to improve the service quality.Key words ：Tourists' Perception; Service Quality; Theme Park目 录1 引言........................................................11.1 研究背景...............................................11.2 研究意义...............................................21.2.1 理论意义...............................................21.2.2 实际意义...............................................21.3 研究方法...............................................31.3.1 文献归纳法...........................................31.3.2 实地考察法...........................................31.3.3 问卷调查法...........................................31.4 研究的理论基础...................................31.4.1 服务质量评价理论...............................32 研究综述................................................42.1 国外研究综述.......................................42.1.1 关于主题公园研究...............................42.1.2 关于游客感知研究...............................42.1.3 关于服务质量研究.........