| Author: | 徐志華 Xu, Zhihua |
| Title: | 旅遊投訴工作的完善及其對旅遊業的影響 Lu you tou su gong zuo de wan shan ji qi dui lu you ye de ying xiang |
| Other Title: | Tourism complaints handling and its impact to tourism industry |
| Degree: | M.Sc. |
| Year: | 2003 |
| Subject: | Hong Kong Polytechnic University -- Dissertations Tourism -- China Consumer complaints -- China |
| Department: | School of Hotel and Tourism Management |
| Pages: | ix, 89 p. ; 30 cm |
| Language: | Chinese |
| Abstract: | Along with China joining WTO, an era with full-scale opening has come. China has merged into this whole global economy and culture. Many reported tourist complaints increase along with fast development of China tourism industry. Nowadays tourism compliant handling is quite weak thus obviously blocks development of China tourism industry. Tourist complaints have important implications as it not only benefit to our region, but also to our country. Whether the consumer's rights can be protected is not only related to competitive advantages of tourism enterprises, but also related to the relationship among countries and regions. So it is very meaningful to do the work well. This dissertation will utilize one unique research method--- case study method. It will overcome lacking of first hand information. Researcher will examine why guests complaint through study tourism development and tourism compliant cases. Meanwhile, concrete tourism compliant cases will be analyzed. Finally, the researcher will summarize the various methods used in solving the complaints problems. Thus tourism enterprises will set up superior service prevention system and it will minimize the tourism complaint cases. In the first chapter, the researcher has explained the research background, objectives and motivation of this research. The second chapter mainly focuses on literature review and the researcher reviewed many literatures, has summarized from former researchers theories and set up his theoretical framework. In the third chapter, the researcher has conducted research method, it mainly focus on case study method, and meanwhile, some data have been analyzed. The fourth chapter is data analyzing, qualitative methods and quantitative methods are used, secondary data and governmental documents are gathered and studied, and on the other hand, some typical cases will be analyzed and purified some problems facing the tourism industry. The fifth chapter is future study and implication, and many suggestions are put forward. It is analyzed in three ways, firstly, how tourists complain, secondly, how tourism enterprises handle complaints, thirdly, how government quality control department supervise and handle complaints. And the last chapter is the conclusion and summary, the researcher will point out the objectives and the ways of how to handle tourist complaints. |
| Rights: | All rights reserved |
| Access: | restricted access |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| b17177145.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.63 MB | Adobe PDF | View/Open |
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