运筹与管理Issue(2)：121-127,7.
考虑预算约束的旅游服务质量提升决策方法
A Decision Method to Maximize Tourism Industry Service Quality Under Budget Constraints
摘要
Abstract
Based on the quantitative analysis in Kano model ,this paper proposes a model for improving tourism industry service quality from the customer satisfaction and cost budget perspectives .Relevant evaluation informa-tion is obtained by employing the questionnaire survey , and the relationships between customer satisfaction and the fulfillment of customer requirements ( S-CR ) is determined in Kano model through processing the obtained evaluation information.Then based on the S-CR relationship functions , in the context of considering cost budget , the optimization model of improving tourism industry service quality to maximize the customer satisfaction is con -structed, and the budget allocation is determined by solving the optimization model .Finally, a case study is provided to illustrate the feasibility and availability of the proposed method .关键词
旅游管理/决策/Kano模型/服务质量Key words
tourism management/decision method/kano model/service quality分类
管理科学引用本文复制引用
孟庆良,张玲,孟文..考虑预算约束的旅游服务质量提升决策方法[J].运筹与管理,2015,(2):121-127,7.基金项目
国家社科基金项目（14CGL014）、教育部人文社科基金项目（11YJA630078、11YJA630129）、中国博士后面上资助一等基金项目（2013M530353）、江苏省高校哲学社科项目（2011SJB630018）。 （）
