Papers and documents on tourism consumer behavior

Papers and documents on tourism consumer behavior

Literature is knowledge with historical value and research value recorded on a certain carrier by certain methods and means, using certain meaning expression and recording system. The following is my collection of papers on tourism consumption behavior, I hope you like it.

The protection of tourism consumers' rights and interests is an important part of the construction of Hainan International Tourism Island. Hainan should focus on investigating and dealing with typical behaviors that harm the rights and interests of tourism consumers in terms of food, housing, transportation, shopping and entertainment. Through the publicity of seafood reference price, innovative supervision methods, information complaint mechanism, and the implementation of dispute resolution mechanism represented by tourism courts, the rights and interests of overseas tourism consumers are fully considered.

First, the phenomenon that consumers' rights and interests are damaged in tourism consumption.

(A) tourism services damage the consumer services of tourists.

1. False travel advertisements mislead travel consumers.

Tourism, whether visiting humanities, art or natural landscapes, can make tourism consumers cultivate their sentiments and return to things. Therefore, the enthusiasm for tourism consumption is increasing year by year. Many travel merchants have grasped this point, and launched "low-cost tours" and "luxury tours" for different groups to mislead consumers and damage their rights and interests in tourism consumption.

2. Tour guides and tour groups break their contracts and violate their original travel promises.

The tour guide service not only includes visiting tourist attractions to explain, but also includes accommodation for tourists. When you really pack your backpack and start with the tour group, the problem arises. Services such as meals and accommodation are often far from the original promises, and the service quality is also very poor. Some tour guides fail to fulfill their travel promises, change their travel routes and driving distances without authorization, or even shorten the number of days and reduce tourist attractions.

3. Tourism becomes a shopping tour, and there are many consumption traps.

We often see such news on the Internet, on TV and in newspapers. Tour guides mislead tourists into shopping in shops or jewelry stores and get kickbacks from them. Nowadays, many tour guides privately reduce scenic spots for various reasons, and spend the rest of their time leading tourists in and out of various shops for shopping. In the process of consumption, there are all kinds of consumption traps, and tourism consumers can't distinguish the real situation of services and make wrong consumption decisions. For example, some shops create traps such as ultra-low-price shopping propaganda, rural shopping propaganda, and high imitation of brand-name goods. These false propaganda or traps have harmed the rights and interests of tourism consumers.

(B) the consumption rights and interests of tourism consumers are damaged in the consumption of tourism commodities.

1. Doping, adulterating, passing off the fake as the real, passing off the inferior as the good, or passing off the unqualified goods as qualified goods;

2. Forge the origin of goods, forge or fraudulently use the factory name and address of others, forge or fraudulently use quality marks such as certification marks and brand-name marks;

3. Forging inspection and quarantine results;

4. Making misleading false propaganda about commodities;

5. The raw material composition and content of the product are false;

6. The service content and quality are inconsistent with the label or publicity, and so on.

Second, the reasons for the damage to the rights and interests of tourism consumers

(A) the tourism industry is not standardized, with poor self-discipline and lack of credit.

Many travel agencies or tour groups do not have standardized travel contracts, and even if they do, they are irregular, unreasonable and unscientific. Most of them are terms designed by their own travel agencies. Because of negligence, tourism consumers don't look carefully or even look at it, but sign it when they bring it, falling into their trap and being cheated. However, many existing travel agencies or tour groups in China have no travel contracts at all, and their actions are not binding, but their self-discipline is poor and they don't talk about credit, which ultimately damages the rights and interests of tourism consumers.

(B) Tourism consumers have a weak awareness of protecting their own consumption rights and interests.

Many tourism consumers are excited in the process of traveling, fully integrated into the natural scenery, and do not agree with other things; However, some tourists, because of vanity, see that everyone is spending when the tour guide leads the shopping, and they also follow suit; Other tourism consumers trust tour guides too much, which eventually leads to being cheated. In the final analysis, it is all because of the lack of consumers' awareness of rights protection that they are deceived in tourism service consumption and commodity consumption, and they do not know how to protect their consumers' rights and interests by law afterwards.

Inadequate supervision by regulatory agencies

The weak supervision of some local regulatory agencies in China and the lack of specialized law enforcement agencies have led to the emergence of some illegal travel agencies or tour groups in the market, and tourism consumers have no professional knowledge or skills to distinguish authenticity, so they choose these travel agencies, thus damaging the rights and interests of consumers. At the same time, some regulatory agencies lack effective supervision over all kinds of shops, goods and services in tourist destinations, which damages the consumption rights and interests of many tourist consumers.

Third, the protection of consumers' rights and interests in tourism consumption

(A) to improve the awareness of consumer rights protection of tourism consumers.

Tourism consumers should first know what their legitimate rights and interests are. According to the definition of tourism consumers, the rights and interests of tourism consumers are: the interests or rights of tourism consumers that are protected by national laws, regulations, rules and relevant systems and cannot be illegally violated. The legitimate rights and interests of tourism consumers include:

1, tourists' right to know;

2. The right of tourists not to be deceived;

3. Tourists' right to life and health;

4. Tourists have the right to enjoy special services;

5. Tourists' right to claim damages and appeal;

6. The right to reside and travel freely and legally;

7. The right to sign tourism service contracts freely and fairly;

8. The right to respect dignity, personality and customs;

9. The right to independently choose self-funded projects;

10, supervising travel agencies. Understanding the rights and obligations of the above parties is the first step in safeguarding rights. Therefore, tourists should really understand their rights in tourism, so as to protect their legitimate rights and interests.

(2) Choose regular travel agencies and tour groups.

Tourism consumers should not only pay attention to the price of travel agencies, but also pay attention to whether the travel agencies themselves are formal and whether the service quality is in place and true. Be sure to know more about the operation process of travel agencies, improve self-protection awareness, don't be confused by the words "low price" in advertisements, and learn to distinguish between true and false travel advertisements. At the same time, it depends on whether there is a business license issued by the industrial and commercial bureau. If you choose to travel abroad, see if you are qualified to leave the country. Only by finding a regular travel agency can we protect our rights when there is a problem, and the tourism management department can help the victims recover their losses.

(3) Don't trust the tour guide easily, and beware of being cheated.

Tourism consumers should learn to distinguish between true and false goods. They must not be in a hurry when buying goods, and they should not damage their rights and interests in order to satisfy temporary vanity, let alone trust the words of the tour guide easily. Be sure to judge for yourself whether the product is really needed and whether the price is reasonable as the merchant or tour guide said. Be sure to think carefully. If you want to buy, you must ask the merchant for the invoice and quality guarantee, and keep the quality guarantee and invoices and other evidence. Once there is a quality problem, you can effectively safeguard your rights and interests.

(D) solutions to the damage of tourism consumption rights and interests

First of all, the problem of tourism service can be solved through consultation with travel agency operators. This is more direct and more suitable for the settlement of general tourism disputes. Second, seek mediation from consumer associations or consumer committees. When disputes cannot be settled through consultation, consumers' associations can be asked to mediate. Third, complain to the tourism quality supervision station. There is a dispute over tourism consumption. If the Consumers Association or the Consumer Council cannot mediate, they can appeal. The complainant may lodge a complaint against the following acts: (1) he thinks that the tour operator fails to perform the contract or agreement; The value of tourism services provided by tourism operators is different; That the tourist operator intentionally or negligently caused the damage or loss of the complainant's luggage; The tourist operator intentionally or negligently causes personal injury to the complainant; It is believed that tourism operators cheat the complainant and harm the interests of the complainant, and employees of tourism business units withdraw deductions and ask for tips privately; Other complaints that harm the complainant's interests are generally in written form and should have the following aspects: tourists who have a direct interest in the case must lodge a complaint within 60 days after the tourists know or should know that their rights have been violated, and must specify the specific object of the complaint, make specific complaints and provide factual basis and evidence (original) of the complaint. Fourth, according to the arbitration agreement reached with the tour operators, submit it to an arbitration institution for arbitration. It should be noted that there is an arbitration agreement for arbitration institutions to arbitrate tourism disputes. Fifth, bring a lawsuit to the people's court. In the case of tourism consumption disputes that cannot be resolved through consultation, mediation, appeal and arbitration, they can only be resolved through legal channels. However, if the arbitration result is recorded, the parties must implement it and may not appeal.

Tourism consumption is not only a fashion nowadays, but also loved by many people. Tourism can not only bring happiness to tourism consumers, but also increase knowledge and cultivate sentiment. Therefore, when choosing travel agencies and tour groups, tourism consumers must raise their awareness of consumer rights protection, choose regular travel agencies and tour groups, don't trust the words of tour guides easily, beware of being deceived, and enhance their legal awareness. Once consumers' rights and interests are damaged, they must use legal and other means to effectively protect their own consumer rights and interests.

;