【作者】 赵瑞芳；

【导师】 杨桂华；

【作者基本信息】 云南大学 ， 工商管理硕士（MBA）（专业学位）， 2017， 硕士

【摘要】 游客体验不仅是一个具有时间特性的过程,还是一个互动过程、一种个体心理感受过程。近几年我国移动互联网蓬勃发展,各种移动终端和应用不受时空约束,伴随着游客的整个行程。本文对景区游客体验管理的研究以提高游客整体体验为目标,基于移动互联网技术手段,注重与游客的每一次接触,提出体验前、中和后三个阶段的管理方案,整合各种游客接触点和接触渠道,有目的地、无缝隙地为游客传递景区信息,合理引导游客期望,为游客提供服务,与游客良性互动,最终创造出高满意度的游客体验,形成并强化景区体验定位,提升景区品牌忠诚度,增加景区收入。本文研究的主要内容及结论总结如下:1.移动互联网在景区游客体验管理上的适用性分析结论。移动互联网用户规模年年攀升,大部分游客都是移动互联网用户。借助移动互联网,景区可为游客随时、随地提供各种静态、动态的信息和服务,使游客获得畅爽体验。2.构建了基于移动互联网的景区游客体验管理框架。本文从游客,产品和服务三方面入手构建景区游客体验管理框架,基于移动互联网技术手段,从游客体验过程洞察、游客体验平台整合、景区体验改进、游客体验接触建立或优化、到持续改进机制建立五方面入手,循序渐进地改进并提升景区游客体验管理水平。3.构建了基于移动互联网的景区游客体验管理方案。景区的游客体验管理方案是一个有机整体,管理主体、管理对象、管理方法互相联系、互相制约。管理主体主要是景区的经营者,管理对象包含景区、员工、服务和游客。管理方法主要是在现有的游客管理方法基础之上,借助移动互联网技术应用,通过对信息资源进行深度开发和利用,构建景区游客体验管理系统,提升游客体验水平、提升景区管理效率和水平,促进景区发展。4.本文研究的创新点主要有两个方面:第一,引入移动互联网对游客体验管理进行研究。第二,进行了游客体验管理框架和方案的设计。普者黑景区是我省典型的自然景区,景区开发较晚,处在快速发展建设中,基于移动互联网对游客体验进行管理,对提升景区服务能力、树立景区品牌、提高游客重游率有重要意义。同时,该研究对其他自然景区的游客体验管理研究具有参考和借鉴意义。更多还原

【Abstract】 Tourist experience is not only a process of time,but also a process of interaction,an individual psychological process.In recent years,the development of China’s mobile Internet,a variety of mobile terminals and applications are not constrained by time and space,along with the entire itinerary of tourists.In this paper,the research on tourist experience management to improve the overall experience of tourists as the goal,means based on mobile Internet technology,every time to contact with the tourists,the management scheme of three stages of experience before and after the integration of various visitors contact points and contact channels,there is no gap,the destination for tourists passing scenic spots information,reasonable guide tourists’ expectations,to provide services for tourists,tourists and the benign interaction,and ultimately create a high satisfaction of tourist experience,thesystemformedandstrengthened scenic experience positioning,enhance the scenic scenic income increase brand loyalty.The main contents and conclusions of this paper are summarized as follows:1.Analysis of the applicability of the mobile Internet in the tourist experience managementMobile Internet users rose year after year,most tourists are mobile Internet users.With the help of the mobile Internet,the scenic area can provide all kinds of static and dynamic information and services for tourists at any time and place,so as to make the tourists enjoy the experience of relaxation.2.Build a tourism experience management framework based on mobile InternetThis article from the tourists,products and services in three aspects of construction of tourist experience management framework,method based on mobile Internet technology,from the visitors experience the process of insight,tourist experience platform integration,scenic experience improvement,tourist experience,or to establish contact with the optimization of continuous improvement mechanism to establish five aspects,gradually improve and enhance the scenic tourist experience management the level of.3.Construction of tourist experience management scheme based on mobile InternetThe tourist experience management scheme of the scenic spot is an organic whole,the main body of the management,the management object,the management method are connected with each other.The main body of the management is the operator of the scenic spot,the management object includes the scenic spot,the staff,the service and the tourist.The management method is mainly on the basis of existing tourist management methods,with the help of the application of mobile Internet technology,through the depth of the development and utilization of information resources,construction of tourist experience management system,enhance the tourist experience,enhance the scenic management efficiency and level,promote the development of scenic spots.4.the innovation of this paper mainly has two aspects:first,the introduction of the mobile Internet for the study of tourist experience management.Second,the design of tourist experience management framework and program.Puzhehei scenic spot is the typical scenic area in our province,the development of late,in the rapid development of mobile Internet in the construction of tourist experience based on management,to enhance the service ability and establish scenic spots brand to improve the revisit rate has important significance,brand.At the same time,the study has reference and reference significance for the study of the experience management of other natural scenic spots.更多还原