- 學位論文
中國旅行業與導遊人員質量管理機制之探討
A Study To The Supervision And Administration System Of The Quality And Quantity Of The Travel Agency And The Tourist Guide In China
摘要
中國旅行業質量管理制度化與質量管理的建立，近年來更以國際標準ISO9001列標準規範實施了旅行業服務品質管制的依據，並逐漸趨於成熟與精進。源自1988年起中國大陸旅行業旅行業質量管理制度之演變，從建構旅行社質量管理制度的「旅行社質量保證金」的實施、「陽光價格」、「誠信旅遊」、「白箱定價」等皆顯示制度變遷在中央之國國家旅遊局，及國營的大型旅行社集團如國旅、中青旅在引導旅行業界質量管理制度朝制度化之方向邁進，並逐漸獲致明顯的營運效益。 本文另探索中國旅行業採用的旅遊質量管理的經驗，與其歷年來研議推行旅行業導遊領隊從業人員之質量監督管理機，建構旅行業旅遊與品質可量化監控之機制，並依績效予以分類與等級。本文結論為制度之訂定與實施必有其優缺點，中國旅行業在建構其質量管理制度施行過程中亦發生如桂林導遊抗爭及澳門旅遊糾紛事件等缺失，中國旅遊主管當局亦予重視並檢討改進。值此兩岸旅遊交流每年超過四百萬人次計，在如此頻繁的旅遊交流氛圍下，旅行業產官學界是否更須檢討現行旅遊品質保障之預警制度加以防範解決，確保出入境旅遊品質之提昇與重視旅遊糾紛之處理，營造兩岸健全良好旅遊交流環境，皆值得我有識之士加以省思與探討。
並列摘要
The establishment of Chinese travel industry quality & quantity control and the standardization system, provides an approach to measure the efficiency of this system..In recent years,it has implemented the service quality & quantity control system in the travel industry, in accordance with the international ISO9000 series standard, and has gradually grown up to an advanced stage. The quality bond of travel agency is a special fund for protecting the travelers’rights. Although it plays a role in ensuring the quality of tourism, reduced the entanglements and the risks in transactions, the defects of the institution design have prevented it from being functional. Ever since the evolution of the Mainland China quality and quantity system of the travel industry in 1988 , which involved the establishment of the quality control systemof the travel agency, such as "The Act of The Administration of Travel agency ", the pratice of the "Travel Agency Quality & Quantity Recogniance ", the implementation of the so-called“Sunlight Price”,"Trust & Credit Tour Policy", the “White-Box Price Fix Policy" ,etc.These revolution all revealed the “Institutional Change Theory”played a significant role of promoting the quality and quantity control system,which the China National Touriam Administration and the state-run big travel agency enterprise group, including the China International Travel Service Tour Corporation , the China Youth Travel Service Tour Corporation , all contributed their efforts to the guidance to the advancement of the quality & quantity control system of China’s travel agency industry ,and gradually accomplished satisfatory management effectiveness. This research also provides suggestions and proposals for our travel agency industry for the promotion of out-bound tour to Mainland China. Business.Accordingly, also comes up with a feasible quality & quantity control system for our domestic travel agency industry together with tourist guides ,and the out-bound tour leaders as well.In addition to improve the current operating defections of the precaution measure of eventful tourism controversy, to evaluate and amend the regulations of the administration of domestic travel agency, to revise the requirement of the establishment of travel agency, and to enact the regulation of the qualification of travel agency manager,to raise tour contact insurance compensation standard, and the recogniaznce of a tour activity,consequently, to guarantee the quality and security of our tourism industry. The conclusion of the research provides a constructive approach to the formulation of travel agency,also the legislation of our national tourism administration authority, the tour industry, scholars and experts in relevant field.This research is expected to carry out with proposals for our government tourism administration authority,take the the pratice of legislation into consideration,in regard with the standard establishment , the classification of evaluation system of the Mainland China tourism administration authority,domestic and overseas,to come out with an expectation to the improvement of the quality & quantity control system of our travel industry.Eventfully, to guarantee the quality and safety of our tourism industry.,to promote our international image of excellent tour destination ,and to achieve our international tour competitiveness in Asian countries.