Tourism Scenic Spot Service Recovery Management System Building Research

Tourism scenic spots as one of the three pillars of tourism industry,is a typical service-oriented enterprises,the high quality service is an important factor in tourism scenic spots to attract tourists,is also an effective way to sustainable development of tourism.However,there are many problems in the service management of tourist attractions in China,and even there are large errors in individual tourist attractions.These are the areas of service failure.When the mistakes occur,the tourist attractions are necessary to make up for service failures and maintain their own reputation,will inevitably to carry on the service recovery,effective service remediation in the recovery of tourists on the basis of satisfaction and loyalty,but also for their own more positive reputation and willingness to visit,which will help improve the economic benefits of tourist attractions.Therefore,this paper constructs the service recovery management system of tourist scenic spot,and makes an empirical analysis on the service recovery quality of tourist scenic spot,and finally provides suggestions and improvement direction for the improvement of service quality of tourist area and the reduction of service failure.In this paper,the concept of service recovery is redefined,the connotation and extension of service recovery are clarified,and the concept of service restoration is defined on the basis of this.At the same time,Deming's thought of circulation and the service remedy of several other scholars.The paper puts forward the improved service recovery management PDCA cycle system,and applies the theoretical system to the construction of the service restoration management system of the tourist scenic spot.The set-pair analysis method is used to evaluate the overall service recovery quality of Yuntai Mountain,Targeted to identify the existing quality of service remediation problems to complement and improve the tourist area service recovery management system.This paper is divided into seven chapters: The first chapter puts forward the research background of the popular tourism era and the service tourism scenic spot service recovery management system,and reviews the relevant research results at home and abroad,and puts forward the construction of the service restoration management system of tourist attractions Research ideas.On the basis of introducing the related concepts.The second chapter introduces the attribution theory and fair theory,which lays the theoretical foundation for the whole thesis.The third chapter elaborates the characteristics and the process of the tourist scenic spot service,and on this basis,analyzes the cause,the type and the influence of the service mistake,and emphasizes the characteristic and the method of the service scenic spot service remedy.The fourth chapter integrates Deming's thought of circulation and the service recovery framework of several other scholars,and forms an improved service recovery management PDCA cycle system.The four steps of early warning,execution,feedback and improvement are analyzed in detail.The fifth chapter takes Yuntai Mountain which located in Jiaozuo as an example,and takes an empirical analysis of the service recovery quality of Yuntai Mountain from the perspective of tourists' perception.By means of set pair analysis,the set of potentials of different service items is sorted.The conclusion shows that Yuntai Mountain service remedies work tends to be good overall,but there are still shortcomings.The sixth chapter puts forward some suggestions on the remedial management of tourist attractions.The seventh chapter summarizes the innovation,the main conclusions,the shortcomings and the prospects of the article.