| 游客抱怨行为影响因素研究 |
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| 引用本文： | 王雪.游客抱怨行为影响因素研究[J].柳州职业技术学院学报,2010,10(1):14-18. |
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| 作者姓名： | 王雪 |
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| 作者单位： | 晋城职业技术学院,财经系,山西,晋城,048000 |
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| 摘 要： | 以“跟团旅游”的游客为研究对象，构建游客抱怨行为影响因素模型。通过对205位顾客的实证分析，检验了各个因素对游客抱怨行为反应方式的影响效应。研究表明，服务失误的类型、不满程度、抱怨价值、抱怨求偿成功可能性和游客自身的个性特征均影响着游客不同的抱怨行为反应方式。并依据研究结论对旅游行业发展提出建议。
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| 关 键 词： | 游客抱怨行为 影响因素 调查数据 可行性建议 |
A Study on Factors of Tourists' Complaint Behaviors |
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| WANG Xue.A Study on Factors of Tourists' Complaint Behaviors[J].Journal of Liuzhou Vocational & Technical College,2010,10(1):14-18. |
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| Authors: | WANG Xue |
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| Institution: | Financial Department of Jincheng Institute of Technology/a>;Jincheng 048000/a>;China |
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| Abstract: | This paper,with tourists of group travel as the research object,discusses a factor model of tourists' complaints.Through empirical analysis of 205 customers,it examines the various factors on the reaction of ways responding to tourists' complaints.The study shows that complaining about the possibility of successful claim and visitor's own personality traits affect different ways responding to tourists complaining behaviors.Finally this paper provides some advice for the promotion of tourism on the basis of ... |
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| Keywords: | complaint behavior affecting factor investigate data feasible advice |
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