1、3500 英文单词 ， 1.9 万英文字符 ，中文 5500字 文献出处： u M A, Rulea A S, tefan u. Measuring Service Quality in Tourism Industry J. Procedia - Social and Behavioral Sciences, 2016, 221:294-301. Measuring Service Quality in Tourism Industry Mihail Aurel u, Andreea Simina Rulea, tefan u Abstract The expansion of the se
2、rvice sector, the stronger competition resulting from globalization and deregulation, and the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy and the growing competition
3、 in the global tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism, organizations need to know what their competitive advantage is and what capabilities they need to grow and
4、 maintain. The aim of this paper is to analyze the customer satisfaction in the tourism area in order to emphasize the need for better quality and innovative services. Keywords: tourism, quality, quality management, customer satisfaction, learning organization. 1. Tourism - an industry in continuing
5、 evolution Tourism is the worlds largest industry and makes a major contribution to the economies of most developed and developing countries because it is being used as a ubiquitous vehic le for economic development and diversification and an integral element of economic development policy at a loca
6、l, regional and national level (Sharpley, Richard and Telfer & David J. 2002). Over the past six decades, tourism has experienced continued expansion and diversification, becoming one of the largest and fastest-growing economic sectors in the world. Quality service has become a serious issue in the hotel industry. This arises due to the fact that operators of the industry still find it difficult to understand what tourist needs “are” at a particular time. Since tourist will m
