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阐述国内外关于旅游目的地游客满意理论的研究进展。国外研究主要包括游客满意的定义、影响因素的鉴别、遗产地游客满意研究、游客满意度测度;国内研究文献少而零散,且中国内地、港澳和台湾的研究在时间、视角和深度上表现不平衡。旅游目的地游客满意研究经历了概念辨析、因素分析和满意度测度模型研究的过程,游客满意理论基本沿用服务管理领域的顾客满意理论。提出游客满意的未来研究方向。
Abstract：Visitor satisfaction theory is the basic part of tourism consumer theory and tourist destination service management theory.Since 1970s,visitor satisfaction theory experienced from conception recognition stage to factor identification stage,finally to measurement model creation stage.In this paper,both international and domestic research literature on visitor satisfaction is reviewed by dividing three parts.The first part begins by surveying the foreign literature on conception definition,mechanism of visitor satisfaction,the identification of factors and attributes,visitor satisfaction research in the fields of nature and culture heritage sites,and measurement model of visitor satisfaction.The second part focuses on the domestic research literature,finds that visitor satisfaction research in Taiwan comparatively is keeping ahead,and all of above study areas are involved,whereas researchers in mainland and Hong Kong pay much attention to the measurement of tourist satisfaction for the cities.In terms of the disconfirmation between visitor's expectation and perception,the last part summarizes and concludes that such an established conceptual framework indicates the basic recognition route for visitor satisfaction.The paper also argues the less concern on the unique characteristic of tourism,which is different from the other service industries.Finally,recommendations for further study are draw with specific reference to the current and future position of visitor satisfaction study.The recommended topics include the significance of the visitor satisfaction to the visitor management,the relationship between different regional scale visitor satisfaction of destination,the case study of different areas,the impact factors,the index and criteria for the measurement model and its measurement,the operation standard and procedure of visitor satisfaction,the approach to improve the service quality in the tourism destination,and the study based on the perspective of service marketing.Comparing with normal destination,the nature and culture heritage sites need extra consideration on the significance and the mechanism of the visitor satisfaction impacting the site management.
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基本信息:
DOI：
中图分类号:F590;
引用信息:
[1]符全胜.旅游目的地游客满意理论研究综述[J].地理与地理信息科学,2005(05):90-94.
基金信息:
上海市教委基金项目(04FB12)