【作者】 王茜；

【导师】 卢小丽；

【作者基本信息】 大连理工大学 ， 旅游管理， 2010， 硕士

【摘要】 会展旅游是会展业和旅游业快速发展下产生的新兴旅游产品,在倡导旅游服务质量提升的时代背景中,会展旅游的服务质量问题尤其值得我们关注与探讨。尽管会展旅游研究已经产生了许多研究成果,然而关于会展旅游服务质量评价方面的研究有限。建立会展旅游服务质量评价体系,可以深入了解会展旅游服务现状,发现会展旅游服务中的薄弱环节,从而提高会展旅游整体服务水平。本文首先界定了会展旅游的概念,总结了会展旅游和服务质量评价方面的研究进展；其次,阐述了会展旅游服务内涵和构成要素,会展旅游服务包括会务服务、住宿餐饮服务、交通服务和旅游服务；在此基础上提出了会展旅游服务质量的初始测量量表,并运用项目——总体相关系数分析法对会展旅游服务质量测量初始量表中的各题项进行筛选,从而确定了会展旅游服务质量评价指标体系,该评价体系共三层包含34个题项；最后,运用离散系数法确定会展旅游服务质量评价指标体系的权重值,利用模糊综合评价法对会展旅游的服务质量进行综合评价。根据建立的会展旅游服务质量评价指标体系,对“中国2010年上海世博会”的服务质量进行案例研究,对会展旅游服务质量测量量表的科学性进行检验。通过对“中国2010年上海世博会”服务水平的评价,本文发现了上海世博会会展旅游服务中的薄弱环节和存在的问题,提出了相应的管理对策和建议。更多还原

【Abstract】 MICE Tourism is a newly emerging tourism product as the result of rapid developments of both MICE and Tourism industries. In order to satisfy the demand of an improvement of the quality of tourism service, attention and discussion should be focused on establishing an effective system, which can correctly evaluate the quality of tourism service.Although various valuable achievements have been obtained through existing research, there are quite limited studies relating to the evaluation of the service quality of MICE Tourism. Thus, the following tasks, playing a crucial role to the development of MICE tourism, should be conducted:(1) A thorough understanding of the current situation of MICE tourism. (2) Study of the weak links in MICE tourism service and (3) Establishment of the evaluation system for MICE tourism.This paper firstly made a clear definition of MICE tourism, and summarized the current research progress of MICE Tourism and service quality measurement. The essence of MICE tourism service and its key elements (meeting service, accommodation and catering service, traffic service and tourism service) were illustrated specifically. Then, based on literature review, an initial evaluation system for MICE Tourism service quality was proposed. Moreover, using the Item-to-Total correlation coefficient method, all factors in the evaluation system for MICE Tourism service quality were filtered, and the evaluation indicators system was determined, which include three-layer with 34 factors. The weights and comprehensive evaluation values for the evaluation index system of tourism service quality were obtained using discrete coefficients method and fuzzy comprehensive evaluation method, respectively.In accordance with the proposed evaluation index system for MICE Tourism service quality, the "Expo 2010 in Shanghai, China" was studied as a practical case for service quality evaluation. The results showed the applying situation of the evaluation system and the service quality of "Expo 2010"; the weak links and existing problems in services were successfully reflected; finally, corresponding solutions and management measures were put forward to solve the existing drawbacks.更多还原