Study On Management Of Service Quality Of Tour Guide Perceived By Tourists

The tour guides are responsible for the tour service quality perceived by tourist and their satisfaction. As the tour guide service is highly contacted with visitors, its quality's level is decided by visitors' perception finally. This paper focus on service quality of the tour guides, from the tourists' point of view, to study the structure of service quality of the tour guide and how to strengthen the quality control of the tour guides service. It starts from recommending the conception and the connotation of service quality of tour guides perceived by visitors, and analyze forming process of visitors' perception to service quality of tour guides. After that, analyze tourists' perception of tour guide service quality from designing to producing, controlling to feedback, manage tour guides service quality should proceed with each step, catch every link of structure of service quality of tour guide. Then, probe into the main factor that form the service quality of tour guides perceived by tourists, and put forward the appraisal mode of service quality of tour guides perceived by visitors. finally, consider that how to administer the service quality of tour guides perceived by tourists, in the hope of promoting the improvement of service quality of tour guides.