【作者】 龙丹；

【导师】 方世敏；

【作者基本信息】 湘潭大学 ， 旅游管理， 2013， 硕士

【摘要】 随着我国经济的快速发展，主题公园这种现代化旅游目的地在全国范围内迅速发展。近几年，各主题公园旅游人次的急剧上升，也加剧了园区游客排队等待的现象，因此而引发的投诉和意外事故也时有发生，这一系列的问题在学界及业界都未能很好解决。如何缓解游客排队问题，对主题公园提高服务质量和经济效益具有重要意义。本文以株洲方特欢乐世界为例，结合服务供需理论、排队论、游客行为和心理理论来分析园区购票处排队通道优化和园内游客流引导问题。首先通过调查问卷掌握园区排队问题的现状，分析其问题产生的原因，并对其排队问题所产生的经济现象进行经济分析，为优化方案的设计提供良好基础。其次，通过调查问卷得出最需要优化的两个问题（即购票排队系统和园区内部游客流控制系统），分别对其进行优化。购票排队系统的优化是根据2012年两个不同时期的观测数据，建立相关的排队模型，进行定量分析。排队优化应首先从队列着手，分析由游客需求所造成的高峰期和非高峰期的系统状况，对其进行经济优化，从优化结果得出园区购票窗口设置、人力资源管理等方面还需要进行改善，并从游客、员工和园区三个方面提出相关优化对策。同时，还需对园区内部的排队系统进行改善，在旺季采用拓宽购票渠道、合理安排项目开放时间、引进QuickPass系统等方面来分流游客，在淡季采用创新宣传、合理安排项目开放时间等方面引流游客，既能提高游客满意度，也在一定程度上降低园区运营成本，从而改善园区排队服务质量，提高园区经济效益，实现园区可持续发展。更多还原

【Abstract】 Along with our country economy fast development, theme park, the rapiddevelopment of modern tourism destinations across the country. In recent years, thetheme park tourist trips increased sharply, also contributed to the park visitorsqueuing phenomenon, so as a result of complaints and accidents also happen,especially in the peak tourist season, more crowded, the academia and the industry aseries of problems are not well solved the problem. How to alleviate visitors queuingproblem, theme park, improve the service quality and economic benefit is of greatsignificance.Using Zhuzhou Fangte as an example, this paper combined with service supplyand demand theory, queuing theory, tourist behavior and psychological theory toanalyze the park ticket at queuing channel optimization and campus visitors flowlead question. First through the questionnaire to grasp the present situation of thecampus queuing problem, analysis its reasons, and the queuing problem generatedby economic analysis of economic phenomena, provide good foundation foroptimization design. Secondly, through the questionnaire two most in need ofoptimization problems (i.e., for internal visitors queuing system and the flow controlsystem), respectively, for the optimization. Tickets queuing system optimization isbased on two different periods of observation data in2012, set up relevant queuingmodel, carries on the quantitative analysis. From the queue, analysis the demand oftourists caused by the peak and off-peak system condition, carries on the economicoptimization, the optimization results obtained park ticket window Settings, humanresources management still need to improve, and from visitors, employees and parkthree aspects puts forward relevant optimization countermeasures. And carry on theoptimization to the ticket window Settings alone cannot fully solve the problem,should consider the queuing system of campus situation, so also from the perspectiveof campus visitors flow control, optimization design, by broadening the channels forthe ticket in peak season, reasonable arrangement of project opening time, introducethe QuickPass system etc to shunt tourists, in the off-season innovative campaigns,reasonable arrangement of project opening time aspects such as drainage of tourists,tourists can not only improve satisfaction, also to a certain extent, reduce operatingcosts, park so as to improve the campus queuing service quality, improvingeconomic efficiency of park, park sustainable development.更多还原