A Study On The Construction Of United Tourism Complaint Mechanism Which Bases On The Internet

With the rapid development of China’s tourism industry, tourism service qualityproblems are becoming more and more prominent, and tourism complaints areincreasing with unsatisfactory handling results. And it is difficult to handle thecomplaints successfully because of tourism’s nonresident, mobility, temporary, andnon-customary nature. Furthermore, its high correlation, wide involving aspects,multi-managements together with unsoundness of law and legislation makehandling complaints more challenging. At the base of the popularity of the Internetand the development of information technology, this study suggests that it is feasibleto construct a united mechanism relying on the internet to solve the weaknessproblem in tourism complaints handling, taking advantage of the internet’s owningwide audience, efficient communication, and the nature of high sharing, stronginteraction, openness, transparency and ease tracking.This study includes three main parts. The first part analyzes the current situation,problems and causes of tourist complaints. The second part studies the feasibility ofrelying on the Internet in terms of following3small parts: development trend andadvantages of the Internet, psychological anticipation of Internet complaints and thecurrent status of complaint network platform. In the third part, this study builds atourism complaints mechanisms and suggests the specific Internet-based operations.United tourism complaint mechanism is based on information society theory andnetwork organizational structure theory, and it involves horizontal integrationincluding tourism departments and vertical stratification including nation, province,city and county. United agency handling tourism complaints is suggested to be built.Varieties of Internet technology and techniques should be applied to accepting，handling and feedback operations.The innovations of the mechanism lie in transparency and high efficiency of itsperspective and operation. It breaks through the limitations to a certain extent to someextent, which were always found in the past mechanism. Furthermore, it has theoretical and practical meaning for handling tourism complaints and promoting thedevelopment of tourism industry.