基于SPC理论的服务型导游管理模式构建

导游是旅游从业一线人员,代表着旅游业的形象,关系着旅游业的良性发展。在游客追求低廉出游价格时,导游因其弱势群体地位最终成为旅游服务利益方的牺牲品,导游生存、发展与管理已成为困扰旅游业的一大难题。SPC理论即服务利益链理论强调顾客与员工的让渡价值,认为企业盈利能力的增强主要源于顾客和员工的企业忠诚度并最终源于企业对内部员工的服务质量。基于SPC理论,探讨了我国服务型导游管理模式的构建,指出旅游服务各利益方应服务导游,创造导游良好的就业和发展环境,以解决导游管理难题。

On the Basis of SPC Theory of Service-oriented Guide Management Mode

The guide was front-line staff for tourism who usually represented the image for it and may constrain tourism development.When the tourists were looking for the low price,the guide became the victims of tourism because of inferior position.It would be the difficult topic about survive,development and management for guide.SPC theory that service-profit chain theory insisted on a point that customer transfer value and think the most useful way was to satisfy the need of relatedness and growth,establishing the...