【作者】 李娜；

【导师】 张文；

【作者基本信息】 北京第二外国语学院 ， 旅游管理， 2008， 硕士

【摘要】 本文在大量文献研究的基础上,对我国旅游景区的游客管理进行了较为系统的研究。首先,对游客管理的国内外相关研究成果进行了梳理,总结了国内外学者的研究成果;然后介绍了国外游客管理案例,并分析了国内游客管理的现状;接着,以北京欢乐谷为例进行实证研究,分析了北京欢乐谷的游客管理现状,包括游客容量管理、游客满意度管理、游客行为管理、游客体验管理、游客投诉管理和游客安全管理等,对北京欢乐谷的游客管理模式进行了总结;最后,作者在实证研究的基础上得出结论,为我国景区的游客管理提供一些实际性的建议;在文章的结尾,还指出了研究的创新之处和局限。在研究方法上,本文主要采用理论研究与实证研究相结合以及归纳与演绎的方法。首先,对已有的关于游客管理的理论和文献进行总结、分析和归纳,建立自己的研究体系;然后选取国内的旅游景区进行实证研究,本文实证研究以田野调查方法为主,通过搜集景区游客管理的第一手资料,并对景区的管理者进行深度访谈,以了解景区游客管理的模式与措施;最后通过分析得出相应的结论,进而为我国景区的游客管理提供一些有益参考。更多还原

【Abstract】 This thesis is a systematic research about visitor management in China based on a comprehensive literature review and an empirical research. First, the author elaborates on and summarizes the related research outcomes of both domestic and foreign visitor management. Second, the author introduces cases of foreign visitor management and analyzes domestic contemporary status of visitor management. Next, the author takes Beijing Happy Valley as an example for empirical analysis. This study examines the Valley’s visitor capacity management, visitor satisfaction management, visitor behavior management, visitor experience management, visitor complaint management and visitor safety management and summarizes its pattern of visitor management. Finally, the author draws a conclusion and makes some useful suggestions on visitor management of tourism attractions in China, and points out the innovation and limitation of the study.The main research methods of this study are combination of theoretical study and empirical analysis, and inductive and deductive methods. At the beginning, the author summarizes the theoretical and empirical study results of visitor management based on an abundant research of related bibliography, and constitutes a research framework. Then the author takes Beijing Happy Valley for empirical analysis, using field research method. By collecting the first-hand data and conducting deep interviews with its managers, the author tends to find out the measures and pattern of its visitor management. The author comes up corresponding conclusion at the end and provides some beneficial suggestions on visitor management of China’s tourism attractions.更多还原