Research On The Volunteer Service Of Scenic Spot Based On Tourist Expectation And Evaluation

Tourism volunteer service is the product of the development of tourism service.And it also plays an supplementary role in tourism service. With the successfulhosting of the2010Shanghai World Expo, tourism volunteer service could be moreunderstood and accepted by the citizens and tourists. At the same time, the prosperousexperiences of volunteer services in large-scale activities make the tourism volunteerservice more integrated into the urban tourism development. There are four types oftourism volunteer service, which are the volunteer service in large-scale activities, thevolunteer service in tourism attractions, the volunteer service in destination serviceagencies, and the volunteer touirsm. Among them, the volunteer service in tourismattractions plays the most important role in the tourists’ experience and satisfactory.To the contrary, the current academic study of tourism volunteer service still stays inthe surface of the problem. And the scholars pay more attention on the motivation ofthe volunteers in large-scale activities rather than the other topics，especially for theservice effectiveness of the volunteer service in tourism attractions. So，the serciveeffectiveness in the sight of tourists of the volunteer service in tourism attractionsworths an intensive study.Taking the volunteer service in Shanghai touirsm attractions as an example,through the combination of approaches of theoretical and empirical research, andbased on the angle of expectation and evaluation of tourists，the author test theeffectiveness and the satisfactory of the tourism volunteer service. First of all, usingliterature analysis, generalizes the research on tourism volunteer service at home andabroad, summarizes the existing research theories, research results and the existingproblems. It helps the author to clarify the concepts, which is necessary for theresearch design.Secondly, with the aid of web information search and in-depth interviews, theauthor clarified the current situation the problems of the volunteer service in Shanghaitourism attractions. According to the interview data, the type of tourism volunteersand services, the reason for the volunteer service, and the evaluation, of the managers in tourism attractions have been summarized.The empirical research of this article, mainlydepends on the combined methodof questionnaire investigation and interview, which helps to collect the expectationsand evaluations of tourists in tourism attractions. SPSS16.0statistical analysissotfware and Excel are used in the data processing of the demographies. Indenpendentsample T test and one-way ANOVA arc used to explore the differences attitudes onthe expectations, evaluations and saticfactory between the dillcrent tourists. Pairedsample T test and Importaiicc-Pcrforinancc Analysis are used on the expectation andevaluation difference analysis. Pearson test is used to find the relationship betweenthe tourists’ need and expectation, evalurion and satisfactory1.Next, on the basis of empirical research, the author explored the factors affectingthe cffects of the volunteer service in tourism attractions. And an evaluation model isalso raised. The paper conclueded that the inlfuence factors of elfeet of volunteerservice contains seven aspccts, which is the volunteer organizers, tourism attractionsmanagers, volunteers, tourists, volunteer service contents, service time and serviceform.Based on the research above, the author puts forward the pcrtincnce suggestionsin the perspective of the government and the managers in tourism attractions as: toperfect tourism volunteers service mechanism; to strengthen the publicity of tourismvolunteer service; to establish the official authentication mechanism and incentivepolicy;to adjust scrvicc design according to tourists’ demands; to improve theEquipment combined with a mechanism to improve volunteer service quality;Tomotivate the surrounding residents to participate in; to improve the interpretationservice with useful facilities and reasonable mechanism; to improve the responsecapacity for overseas tourists; to attact more participants in nearby residents; to paymore attention on the feedback of the volunteer service.Finally, points out the limitations of this study and makes the prospect of thefuture research.