Preface to a new theory on travel agency service quality management

For many years, the quality of tourism services has been a focus of concern for people inside and outside the travel agency industry. On the one hand, for tourism consumers, the problem of travel agency service quality is indeed very prominent. According to information released by the National Tourism Administration, of the 9,904 tourism complaints accepted by quality supervision departments at all levels in 2004, 54.37% were against travel agencies, of which 2,416 were about lowering tourism service standards, accounting for 24.39%; unauthorized additions or reductions in tourism items 1,016 cases, accounting for 10.7%; 1,233 cases of tour guides failing to perform their duties, accounting for 12.45%; 695 cases of delays in changing travel itineraries, accounting for 7.02%. In July and August 2006, the Shanghai Consumer Rights Protection Committee organized tourism consumption volunteers to conduct unannounced visits to 25 domestic tourist routes. The results showed that 40% of accommodations did not meet the standards, 29% added or reduced attractions without authorization, and 29% increased or decreased attractions without authorization. 50% said they wanted to increase shopping, and 32% said tour guides did not have a license. On the other hand, people in the travel agency industry sometimes feel helpless on how to effectively control tourism quality. At the same time, there is still a lack of good methods on how travel agencies can conduct scientific quality management. For example, our country's travel agencies currently use German-style travel contracts. Even if the group travel agency operates legally and operates in a standardized manner, according to the provisions of this type of contract, once a tourist's loss is caused by a third party, the travel agency must bear the responsibility. Liability for breach of contract means that travel agencies will face the risk of bankruptcy at all times. In addition, the current prevalence of zero-negative tour fees in some areas has a negative impact on travel agencies, which is also a tourism quality issue that is difficult for tourism companies to effectively control.

In order to adapt to the needs of travel agencies in the transformation period for college talent training and the needs of quality management of travel agencies themselves, the author wrote this book during the off-season of tourism. This book brings together various tourism quality issues that currently exist in the travel agency industry, and also integrates my previous research results on travel agency quality management. It lists tourism cases and specific quality control methods in detail, and is highly operable and demonstrative. For tourism enterprises, how to effectively control third-party liability, travel agency ISO9000 quality system certification and travel agency ISO quality system document examples are the highlights of this book.

By chance more than ten years ago, with the help of my classmates and friends, I joined a small but innovative travel agency - Jinhua Nanguo Travel Agency. I worked as a planner, and later also served as tour guide department manager and quality director. In 2000, under the initiative of General Manager Chen Jianguo, Jinhua Nanguo Travel Agency became the first domestic agency in the country to pass ISO 9000 certification through active efforts. I edited the ISO9000 quality system document and served as the management representative. Since 2002, I have been the general manager of Jiangxi Sanqingshan Youth Travel Agency. In order to strengthen quality management, the travel agency has introduced the ISO9000 management model, which has raised the quality management level of the entire enterprise to a higher level. I clearly know that I have both virtue and talent, and I have only accumulated a little experience in the practice of tourism. However, with my love and sense of responsibility for the tourism industry, I still want to contribute this little experience to share with everyone. I think this book is suitable as a reference book for quality management or quality control of various personnel in travel agencies, and is also suitable as a teaching book for teachers and students of tourism colleges. At the same time, it also provides practical guidance for tourism consumers in preventing tourist traps and enhancing awareness of rights protection. significance. If people outside the industry can gain more or less inspiration or reference in terms of quality management or consumer rights protection through this book, I will be satisfied.

As this book is about to be published, I would like to express my special thanks to General Manager Chen Jianguo of Jinhua Nanguo Travel Agency and Mr. Fang Yinghao, Chairman of Jiangxi Yushan Fangshi Enterprise Group, for giving me a good platform for learning and practice; and also Special thanks to my teacher and close friend Dr. Zhang Yuexi, dean of the School of Tourism of Jinhua Vocational and Technical College. It was his encouragement and guidance that gave me the confidence to complete the writing of this book. At the same time, I would like to express my sincere thanks to General Manager Chen Jianguo, Chairman Fang Yinghao, Li Zhixuan, a researcher at the Beijing Huaxia Business Travel Marketing Research Institute, Bi Jianhong, General Manager of Ningbo CYTS, Zhao Feng, General Manager of Lanzhou Golden Desert Travel Agency, and tourism colleagues from China Bafang Tourism Consortium and Jiangxi Sanqingshan Youth Hostel. Helped me with the collection and use of data. Finally, I would also like to thank Yu Dandan, Lin Jing, Hou Yiqin and other comrades for their extensive work in text corrections and data proofreading of this book.