旅行社经营管理存在的问题及对策分析
——以中山市天天旅行社为例
摘要
随着人们生活水平的提高及我国旅游政策的推进，旅游者的数量正不断的增加，这
对旅行社来说是极具发展潜力的。然而，目前我国的旅游市场竞争激烈，中小旅行社日益增多，而旅行社的经营管理存在着许多问题，导致旅游业的发展受到阻碍。本文以中山市天天旅行社为例子，分析了旅行社在经营管理中存在的问题，如知名度不高，旅游产品缺乏特色，旅游服务质量不高，导游人员管理不规范等问题，本文针对这些问题提出了加强宣传促销，围绕顾客需求进行产品的开发与创新，全面提高服务质量，规范导游人员管理制度等应对策略，以达到有效改善旅行社经营管理的目的。
关键词：旅行社；经营管理；服务质量
THE ANALYSIS OF EXISTING PROBLEMS AND SOLUTIONS
OF OPERATING MANAGEMENT IN TRAVEL AGENCIES——AN EXAMPLE-BASED STARS TRAVEL
AGENCY IN ZHONGSHAN
ABSTRACT
With continues improvement in living standard and boost tourism policies. Number of tourist is booming which offer great potential for the industry. However the domestic market is facing intense competition due to the fact small and medium travel agencies are growing in numbers as well, mismanagement exist within these organizations has form obstacles that threaten further development of the tourism industry.This article use Stars Travel Agency in Zhongshan city as the subject. Problems that exist in the management of this organization will be analyst. Issues like lack of publicity and brand image, also low service quality and mismanagement of tour guides will be address. This article gives some recommendations including improving marketing, innovation, and product development and raising quality of overall customer service in order to achieve better performance for the organizations.
Key Words: Travel Agency; Operating Management; Service Quality
目 录
1 绪论.................................................................1 1.1 课题研究的背景与意义..............................................1 1.2 国内外研究现状....................................................1 1.3 研究的内容和方法..................................................2 2 基本理论界定...... ... ..............................................3 2.1 旅行社经营管理的概念..............................................3 2.2 旅行社经营管理的内容..............................................3 2.3 旅行社经营管理的特点..............................................3 3 中山市天天旅行社的背景及经营状况 .....................................4 3.1 企业简介及组织结构................................................4 3.2 企业经营管理现状..................................................5 4 中山市天天旅行社经营管理存在的问题...................................7 4.1 宣传手段单一，知名度不高..........................................7 4.2 旅行社内部管理不规范..............................................7 4.3 目标市场不清晰，旅游产品缺乏特色..................................7 4.4 旅游服务质量不高，使客源减少......................................7 4.5 导游人员任用和管理不规范..........................................8 5 中山市天天旅行社经营管理问题的对策研究...............................9 5.1 利用各种手段宣传促销，提高旅行社的知名度..........................9 5.2 完善旅行社经营管理制度............................................9 5.3 围绕顾客需求进行产品的开发与创新..................................9 5.4 全面提高旅行社的服务质量..........................................10 5.5 规范导游人员的管理制度............................................10 6 结论.................................................................13 参考文献................................................................14 致谢....................................................................15 附录....................................................................16
毕业论文旅行社经营管理存在的问题及对策分析
