I
摘要
近年来，我国乃至全世界的旅游产业都处于高速发展时期，旅游市场规模也不断扩
大，要把旅游业培育成为令消费者更加满意的现代化服务业，更需要将旅游业所涉及的
“食、住、行、游、购、娱”六要素协同发展，因此，越来越多的旅游企业对提高服务
质量水平的需求与日俱增。旅游企业在消费者和生产者间发挥着沟通作用，旅游企业的
服务质量关系着企业的发展前途，所以企业要想发展好必须要提高服务水平，制定好服
务标准来实现服务质量的提升和竞争力的增强，对许多企业而言是亟需解决的问题
在对国内外研究现状的基础上，笔者开始论文写作，对于标准化领域方面的研究，
尤其是服务标准化方面，很多国外的学者都仅仅集中在对理论方面的研究，中国虽然旅
游服务标准这方面的实践工作开始的较早，但是成文的研究却是不多见的，从而缺乏系
统性的论证。因此本文从企业整体层面出发，通过对芒砀山旅游开发有限公司服务标准
的制定与实施展开研究，阐释构建旅游服务标准化体系的重要性，对标准的制定过程、
运行状况、实施效果以及存在问题进行深入分析，在此基础上，给出解决问题的对策建
议，希望能够为起步较晚的同类企业开展旅游服务标准化建设以及我省旅游服务标准化
建设提供经验借鉴
这篇文章笔者采用问题研究法、文献分析法、问卷调查法等方法，通过实地调查，
搜集文献资料、与工作人员交流等途径，着重研究芒砀山旅游开发有限公司服务标准化
实施出现的问题和对策，从经济效益、社会效益、游客满意度等多方面分析服务标准化
为企业带来的价值，并从全局的角度阐述其重要性
关键词：旅游企业,服务标准化,标准体系，对策
III
ABSTRACT
In recent years, the tourism industry in China and throughout the world has been in a period of rapid
development, and the scale of the tourism market has also expanded. It is necessary to nurture the tourism
industry into a modern service industry that makes consumers more satisfied, and it is also necessary to
make“food，live, travel, play, purchase and entertainment” of tourism develop collaboratively. Tourism
companies play a communication role between consumers and producers. The service quality of tourism
companies directly affects the lifeblood of the company's development. Therefore, how companies can
improve their service quality and competitiveness through service standardization work is an urgent
problem to solve for many companies.
The writer began to write this paper that base on the research at home and abroad. The standardization
books are not many that especially in service standards. more and more tourism companies are increasingly
demanding to improve service quality. Foreign scholars have less research on the content of tourism service
standardization, and a considerable part of research content is theoretical research. although China’s
tourism standardization work started earlier, the research on service standardization theory and case studies
are rare and lack systematic proof. Mandangshan company is an enterprise that implements standardized
management of tourism services earlier in the country. The author starts from the overall level of the
enterprise and studies the formulation and implementation of the service standards of Mount Mandangshan
Tourism Development Co., Ltd. to explain the importance of building a standardized system of tourism
services. At the same time, it conducts in-depth analysis of the development process, operating conditions,
implementation effects, and problems of the standards. Based on this, it gives suggestions for solving the
problems which hopes to develop standardization of tourism services for similar companies that started
relatively late and provides experience to Provincial tourism service standardization construction for
reference.
The author of this article adopts the methods of problem research, literature analysis, questionnaire
survey, etc. Through field investigations, collecting documentary materials, communicating with staff, and
other means, the author focuses on the problems and countermeasures in the implementation of the service
IV
standardization of Mount Mandangshan Tourism Development Co., Ltd. , From the aspects of economic
benefits, social benefits, and tourist satisfaction, analyze the value of service standardization for the
enterprise, and explain the importance of the construction of the service standard system to standardization
from a global perspective
KEYWORDS: Tourism companies, Service standardization, Standard，Countermeasures
V
目 录
摘要 ......... I
ABSTRACT ......... III
1绪论 ......... 1
1.1研究背景 ...... 1
1.2研究目的及意义 ...... 1
1.3 文献综述 ..... 2
1.3.1国外研究现状 ... 2
1.3.2 国内研究现状 .. 3
1.4研究内容与方法 ...... 5
1.4.1论文研究的主要内容 ... 5
1.4.2研究的主要方法 ........... 5
1.5写作思路与研究技术路线 .. 5
1.6创新点及局限性 ...... 6
2相关概念及理论基础 ..... 9
2.1标准与标准化的基本概念 .. 9
2. 2标准化的原理和方法 ....... 10
2.2.1标准化的方法原理 ..... 10
2.2.2标准化管理原理 ......... 12
2.3服务标准化的概念及相关理论 .... 13
2.3.1服务标准与服务标准化 ......... 13
2.3.2服务标准的特点 ......... 13
2.3.3服务标准体系的内容 . 14
3芒砀山旅游开发有限公司服务标准化实施及成效 ... 17
3.1芒砀山旅游开发有限公司概况 .... 17。