重庆工商大学学报（社会科学版）2016，Vol.33Issue(6)：56-62,7.DOI:10.3969/j.issn.1672-0598.2016.06.009
旅游景区服务质量关键控制点的确定及实施研究--基于QFD工具应用视角
Study on Determination and Implementation of the Key Control Points of Service Quality in Sightseeing Areas-Based on the Perspective of the Application of QFD Tools
摘要
Abstract
This paper applies QFD tool to the service quality management of tourist scenic spot,takes Chinese famous scenic spot Ji-uzhaigou as the observation point,through the network research and KJ method to identify the voice of the tourists,and through the construction of tourism scenic spot quality houses,obtains the output items and important rank of service standards in the tourist scenic spot,furthermore,receives the key control points in the spot and gives the implementation strategy to improve the service quality of tourism scenic spot.The research of this paper can provide reference for the effective application of QFD tools to determining the key control points and emphatically manage these points,and enhance the service quality management and brand competitiveness of China’ s tourist attractions.关键词
QFD工具/旅游景区/服务质量/关键控制点Key words
QFD tools/tourist attractions/quality of service/critical control point分类
管理科学引用本文复制引用
黄怡,殷静文..旅游景区服务质量关键控制点的确定及实施研究--基于QFD工具应用视角[J].重庆工商大学学报（社会科学版）,2016,33(6):56-62,7.基金项目
2014年国家社科规划项目“基于收入假说的我国国内旅游消费需求变化趋势研究”（14XJY027）；2013年甘肃省社科规划项目“甘肃省集中联片特困区旅游扶贫开发策略研究” （）
