What is tourism quality, tourism quality?

The service core characteristics of tourism quality determine that tourism quality management has the following characteristics.

1. Pay attention to the management principle of "customer-centered"

As a service enterprise, the quality of tourism is reflected in the face-to-face service between tourism organizations and customers, and the requirements of customers may be reflected in all aspects of the service process. Only by adhering to the management principle of "customer-centered" can tourism organizations find customer needs at any time, improve service quality, realize customer satisfaction and improve the management level of tourism quality. At the same time, in tourism consumption, customers generally have no clear requirements, and a large number of demands are expected and potential. For example, in catering consumption, how long do guests want to wait after ordering; Whether the guests need a quiet rest environment when staying in the hotel. , are the expected requirements of customers. These requirements need to be identified and determined by tourism organizations through "customer-centered" in the service process. Customers will be dissatisfied with the quality of tourism products because of the omission of identification requirements. Therefore, "customer-centered" is a management principle that tourism quality management pays special attention to.

2. Pay attention to the change of service quality required by customers.

After identifying and determining the potential needs of customers, tourism enterprises should clearly define these determined needs and the requirements of laws and regulations, as well as the requirements of the organization itself, such as service commitment. Provisions can be made by signing contracts, public service conventions, service specifications, oral commitments and other forms. Only in this way can the customer's needs be transformed into service quality requirements, and the improvement of service quality and tourism quality management level can be promoted. Therefore, paying attention to the change of service quality required by customers is another feature of tourism quality management. Tourism enterprises should consider the following aspects when transforming customer demand into service quality demand: service functionality, that is, whether the new service quality can better improve the service function of tourism enterprises; "The economy of service, that is, the rationality of tourists' expenses for accepting new services; # Timeliness, that is, the new service can be timely, punctual and time-saving; Civilization, that is, the degree to which tourists' spiritual needs are met in the process of accepting new services; In addition, we should also consider the safety and comfort of the service and so on.