| 基于SERVQUAL模型的乡村旅游服务质量评价研究——以禾泉农庄为例 |
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| 引用本文： | 谢晓曼,童艺,陈佩颖.基于SERVQUAL模型的乡村旅游服务质量评价研究——以禾泉农庄为例[J].武汉职业技术学院学报,2011,10(5):114-117. |
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| 作者姓名： | 谢晓曼 童艺 陈佩颖 |
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| 作者单位： | 安徽大学商学院旅游管理系,安徽合肥,230601 |
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| 摘 要： | 乡村旅游服务质量被广泛认为是区别乡村旅游产品及建立竞争优势的主要因素。本文利用SERVQUAL模型,从有形性、可靠性、响应性、保证性、移情性五个维度对安徽省蚌埠市禾泉农庄的服务质量进行调查,发现该农庄所提供的服务质量和顾客期望之间存在的差距,并对产生该差距的各因素进行分析,从而得出提升其服务质量的对策。
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| 关 键 词： | 乡村旅游 服务质量 SERVQUAL模型 禾泉农庄 |
Assessment of Service Quality of Country Tour Operators with SERVQUAL-A Case Study of Hequan Resort |
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| XIE Xiao-man TONG Yi CHEN Pei-yin.Assessment of Service Quality of Country Tour Operators with SERVQUAL-A Case Study of Hequan Resort[J].Journal of Wuhan Institute of Technology,2011,10(5):114-117. |
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| Authors: | XIE Xiao-man TONG Yi CHEN Pei-yin |
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| Institution: | XIE Xiao-man TONG Yi CHEN Pei-yin(School of Business,Anhui University,Hefei230601,China) |
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| Abstract: | The service quality of country tour operators has been a decisive factor in competition.The paper employs the SERVQUAL model and conducts an investigation on the service quality of Hequan Resort,Baopu,Anhui province from its tangibility,reliability,influence,commitment and empathy arouse.It is found that the service provided by the resort fail to meet tourists＇ expectation.The paper then analyzes the cause and puts forward countermeasures. |
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| Keywords: | country tour service quality SERVQUAL model Hequan Resort |
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