【作者】 周富广；

【导师】 郑耀星；

【作者基本信息】 福建师范大学 ， 旅游管理， 2008， 硕士

【摘要】 城市旅游游客管理研究主体内容,应该回答两个问题:理论认识问题和实际操作问题。其中,理论认识要解决What(是什么)的问题,实际操作要解决How(怎么办)的问题。城市旅游游客管理的基本理论研究包括城市旅游游客管理的内涵、起源与动因、管理目标、管理内容以及管理原则等内容。城市旅游游客管理是在保护城市资源环境的同时最大限度地满足游客需求和提供高质量的游客体验,包括游客容量管理、游客行为管理、游客影响管理、游客体验管理、游客安全管理与游客投诉管理等六方面的内容。这些内容是相互关联、相互重叠的,任何城市的游客管理都包含这六方面的管理内容。在实际管理中,由于旅游业的服务性,游客管理与游客服务之间界限往往是模糊的,城市游客管理偏柔性管理。城市旅游游客管理的实践性研究内容包括城市游客类型,游客体验质量的调查,游客管理方法与技巧,城市游客管理战略等内容。其中,城市游客管理方法与技巧是研究的一个重点,也是本文的一个创新点。不同类型的城市,不同的游客类型、管理目标以及城市旅游发展阶段,游客管理的内容偏重不同,采取的方法也有所不同。最后,本文还以厦门城市旅游游客管理作为实证研究,把城市旅游游客管理的理论应用于厦门城市旅游的实践,为厦门建设国际性知名旅游城市提出了一些游客管理方面的建议。更多还原

【Abstract】 Research on city tourism visitor management (hereafter abbr. for CTVM) should mainly focus on two questions which are in theoretical and practical aspects. The theoretical understanding solves the problem of what it is, and practical operation solves the problem of how to do it. The basic content of CTVM in theoretical field includes the connotation, origin and cause, objective, matter, principle and so on. The aim of CTVM is to meet farthest visitor needs and provide high-quality travelling experience while protecting the city’s environment and resources. And such management includes six aspects, that’s, visitor carrying capacity management, visitor behavior management, visitor impact management , visitor experience management , visitors safety management and visitors complaint management. These aspects are interrelated and overlapped. Furthermore, any city’s visitor management includes these six aspects, but in the practical management, the boundary between visitor management and visitor service is often fuzzy because of the character of tourism industry. Thus, CTVM is partial to flexible management. And the content of CTVM in practical field includes the survey of visitor types and the quality of visitor experience, methods and skills of visitor management, strategy of CTVM, and so on. Among them, the study on methods and skills of CTVM is given an emphasis of research, which is also an innovation in this paper. The stressed content and the adopted methods of CTVM could be different according to different types of cities, different types of visitors, different management objectives, as well as different stages of urban tourism development.Finally, the paper takes CTVM for Xiamen as an empirical research. The author applies the theory on CTVM to the practice of Xiamen’s city tourism, and puts forward some advice on visitor management in order to make Xiamen become a well-known international tourism city.更多还原