A REVIEW ON THE QUALITY ASSESSMENT OF TOURISM EXPERIENCE: ADVANCES, ELEMENTS AND PROSPECTS
SUN Xiao-long1,2, LIN Bi-shu2, GAO Jie3
1. School of International Tourism & Culture, Guizhou Normal University, Guiyang 550001, China;
2. School of Management, Xiamen University, Xiamen 361005, China;
3. College of Geography & Tourism, Guizhou Normal College, Guiyang 550018, China
Abstract：Tourism experience is the accumulation of emotional value of tourists. The quality of tourism experience is the calculation for tourists' subjective perceived value. It is important to count the quality of tourism experience scientifically and accurately through various assessment models, and its results will also contribute to the sustainable development and competitiveness improvement of tourism destinations and enterprises. Based on the articles published between 1980-2015 in field of tourism and management research, this paper reviewed the advances and theory foundation of the assessment model for tourism experience quality, from the perspective of history, science. Firstly, this article traced the source of tourism experience in theory. As the basic concept of philosophical epistemology since the mid-19th century, experience (Das Erleben) is the core of Dilthey's life philosophy. Dilthey believed that the experience is the people's inner sense and the inner consciousness of the state of mind and the process. The quality of tourism experience is a reflection of the inner sense, the sum of the different stages for emotion in accumulation process. Secondly, this study reviewed the research histories from both domestic and foreign aspects. There were two development stages. Before the 1990s, the quality of tourism experience evaluation was still in start-up phase. Since the 1990s, the studies on the quality of tourism experience have entered a stage of rapid development. The evaluation of experience quality began to change gradually from a single product quality to comprehensive quality evaluation, which emphasizing on experience service process and tourists' value. Thirdly, this research made a comparative analysis and general comments between four kinds of assessment model based on theoretical basis, ideas, characteristics, type and accuracy, operability, applications, etc.
孙小龙, 林璧属, 郜捷. 旅游体验质量评价述评:研究进展、要素解读与展望[J]. 人文地理, 2018, 33(1): 143-151.
SUN Xiao-long, LIN Bi-shu, GAO Jie. A REVIEW ON THE QUALITY ASSESSMENT OF TOURISM EXPERIENCE: ADVANCES, ELEMENTS AND PROSPECTS. HUMAN GEOGRAPHY, 2018, 33(1): 143-151.
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Chris R.The Tourism Experience:A New Introduction[M].London:Cassell,1997:20.
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Csikszentmihalyi M,LeFevre J.Optimal experience in work and leisure.[J].Journal of Personality and Social Psychology,1989,56(5):815-822.
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Csikszentmihalyi M.Flow:The Psychology of Optimal Experience[M].New York:Harper Perennial,1991:7.
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Csikszentmihalyi M,LeFevre J.Optimal experience in work and leisure.[J].Journal of Personality and Social Psychology,1989,56(5):815-822.
[18]
Parasuraman A,Zeithaml V A,Berry L L.A conceptual model of service quality and its implications for future research[J].The Journal of Marketing,1985,49(4):41-50.
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Reichel A,Lowengart O,Milman A.Rural tourism in Israel:Service quality and orientation[J].Tourism Management,2000,21(5):451-459.
[13]
Cohen E.A phenomenology of tourist experiences[J].Sociology,1979,13(2):179-201.
[18]
Parasuraman A,Zeithaml V A,Berry L L.A conceptual model of service quality and its implications for future research[J].The Journal of Marketing,1985,49(4):41-50.
[19]
Otto J E,Ritchie J B.The service experience in tourism[J].Tourism Management,1996,17(3):165-174.
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Lin L,Yeh H,Wang M.Integration of Kano's model into FQFD for Taiwanese Ban-Doh banquet culture[J].Tourism Management,2015,46:245-262.
[14]
Graefe A R,Vaske J J.A framework for managing quality in the tourist experience[J].Annals of Tourism Research,1987,14(3):390-404.
[19]
Otto J E,Ritchie J B.The service experience in tourism[J].Tourism Management,1996,17(3):165-174.
[20]
Erto P,Vanacore A.A probabilistic approach to measure hotel service quality[J].Total Quality Management,2002,13(2):165-174.
[23]
Caro L M,García J A M.Developing a multidimensional and hierarchical service quality model for the travel agency industry[J].Tourism Management,2008,29(4):706-720.
[15]
Maslow A H.Music education and peak experience[J].Music Educators Journal,1968,54(6):72-171.
[20]
Erto P,Vanacore A.A probabilistic approach to measure hotel service quality[J].Total Quality Management,2002,13(2):165-174.
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Reichel A,Lowengart O,Milman A.Rural tourism in Israel:Service quality and orientation[J].Tourism Management,2000,21(5):451-459.
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Jiang H.The Tourist satisfaction research of service quality of cruise ports:A case of Wusongkou cruise port in Shanghai,China[J].Business and Management Research,2013,2(4):12-18.
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Reichel A,Lowengart O,Milman A.Rural tourism in Israel:Service quality and orientation[J].Tourism Management,2000,21(5):451-459.
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Lin L,Yeh H,Wang M.Integration of Kano's model into FQFD for Taiwanese Ban-Doh banquet culture[J].Tourism Management,2015,46:245-262.
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谢彦君,吴凯.期望与感受:旅游体验质量的交互模型[J].旅游科学,2000(2):1-4.[Xie Yanjun,Wu Kai.From expectations to feelings:An interactive model for quality tourist experience[J].Tourism Science,2000(2):1-4.]
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Csikszentmihalyi M,LeFevre J.Optimal experience in work and leisure.[J].Journal of Personality and Social Psychology,1989,56(5):815-822.
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Lin L,Yeh H,Wang M.Integration of Kano's model into FQFD for Taiwanese Ban-Doh banquet culture[J].Tourism Management,2015,46:245-262.
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Caro L M,García J A M.Developing a multidimensional and hierarchical service quality model for the travel agency industry[J].Tourism Management,2008,29(4):706-720.
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吴丽霞,赵现红.旅华外国游客旅游体验质量评价实证研究[J].地理与地理信息科学,2007,23(3):96-99.[Wu Lixia,Zhao Xianhong.A demonstration research on the experience quality of the foreigners traveling in China[J].Geography and Geo-Information Science,2007,23(3):96-99.]
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[23]
Caro L M,García J A M.Developing a multidimensional and hierarchical service quality model for the travel agency industry[J].Tourism Management,2008,29(4):706-720.
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Jiang H.The Tourist satisfaction research of service quality of cruise ports:A case of Wusongkou cruise port in Shanghai,China[J].Business and Management Research,2013,2(4):12-18.
[25]
谢彦君,吴凯.期望与感受:旅游体验质量的交互模型[J].旅游科学,2000(2):1-4.[Xie Yanjun,Wu Kai.From expectations to feelings:An interactive model for quality tourist experience[J].Tourism Science,2000(2):1-4.]
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[20]
Erto P,Vanacore A.A probabilistic approach to measure hotel service quality[J].Total Quality Management,2002,13(2):165-174.
[25]
谢彦君,吴凯.期望与感受:旅游体验质量的交互模型[J].旅游科学,2000(2):1-4.[Xie Yanjun,Wu Kai.From expectations to feelings:An interactive model for quality tourist experience[J].Tourism Science,2000(2):1-4.]
[26]
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[26]
吴丽霞,赵现红.旅华外国游客旅游体验质量评价实证研究[J].地理与地理信息科学,2007,23(3):96-99.[Wu Lixia,Zhao Xianhong.A demonstration research on the experience quality of the foreigners traveling in China[J].Geography and Geo-Information Science,2007,23(3):96-99.]
[27]
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[30]
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[22]
Lin L,Yeh H,Wang M.Integration of Kano's model into FQFD for Taiwanese Ban-Doh banquet culture[J].Tourism Management,2015,46:245-262.
[27]
白凯,马耀峰.入境旅游者体验质量动态评价研究——以西安入境欧美旅游者为例[J].城市问题,2007(2):96-100.[Bai Kai,Ma Yaofeng.An appraisal research on inbound tourists experience quality:A case study of Xi'an[J].Urban Problems,2007(2):96-100.]
[28]
李普男,吴相利,潘玲玲.影视主题公园旅游体验质量研究——以无锡影视主题公园为例[J].企业经济,2011(9):114-118.[Li Punan,Wu Xiangli,Pan Linling.A study on the tourist experience quality of film and television theme park:A case study of Wuxi[J].Enterprise Economy,2011(9):114-118.]
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Caro L M,García J A M.Developing a multidimensional and hierarchical service quality model for the travel agency industry[J].Tourism Management,2008,29(4):706-720.
[31]
李丽娟.旅游体验价值共创影响机理研究——以北京香山公园为例[J].地理与地理信息科学,2012,28(3):96-100.[Li Lijuan.Study on influence mechanism of visitor experience value Co-creation:A case study of Xiangshan Park in Beijing[J].Geography and Geo-information Science,2012,28(3):96-100.]
[28]
李普男,吴相利,潘玲玲.影视主题公园旅游体验质量研究——以无锡影视主题公园为例[J].企业经济,2011(9):114-118.[Li Punan,Wu Xiangli,Pan Linling.A study on the tourist experience quality of film and television theme park:A case study of Wuxi[J].Enterprise Economy,2011(9):114-118.]
[29]
秦美玉.民族节事旅游体验质量评价及对策研究——以凉山彝族火把节为例[J].贵州民族研究,2013,34(3):94-97.[Qin Meiyu.Study on the evaluation and countermeasures of minority area festival and events tourism experience quality[J].Guizhou Ethnic Studies,2013,34(3):94-97.]
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刘军林.旅游体验质量评价体系模型及分析[J].天津商业大学学报,2010,30(6):20-23.[Liu Junlin.System model and analysis of tourism experience quality evaluation[J].Journal of Tianjin University of Commerce,2010,30(6):20-23.]
[24]
Jiang H.The Tourist satisfaction research of service quality of cruise ports:A case of Wusongkou cruise port in Shanghai,China[J].Business and Management Research,2013,2(4):12-18.
[29]
秦美玉.民族节事旅游体验质量评价及对策研究——以凉山彝族火把节为例[J].贵州民族研究,2013,34(3):94-97.[Qin Meiyu.Study on the evaluation and countermeasures of minority area festival and events tourism experience quality[J].Guizhou Ethnic Studies,2013,34(3):94-97.]
[30]
胡道华,赵黎明.基于旅游体验过程的游客感知评价[J].湘潭大学学报(哲学社会科学版),2011,35(2):80-84.[Hu Daohua,Zhao Liming.Evaluation of tourists' perception based on tourists' feedback[J].Journal of Xiangtan University (Philosophy and Social Sciences),2011,35(2):80-84.]
[33]
吴承照,马林志,詹立.户外游憩体验质量评价研究——以上海城市公园自行车活动为例[J].旅游科学,2010,24(1):45-51.[Wu Chengzhao,Ma Linzhi,Zhan Li.Research on experience quality assessment of outdoor recreation:A case study of cycling in city parks of Shanghai[J].Tourism Science,2010,24(1):45-51.]
[25]
谢彦君,吴凯.期望与感受:旅游体验质量的交互模型[J].旅游科学,2000(2):1-4.[Xie Yanjun,Wu Kai.From expectations to feelings:An interactive model for quality tourist experience[J].Tourism Science,2000(2):1-4.]
[30]
胡道华,赵黎明.基于旅游体验过程的游客感知评价[J].湘潭大学学报(哲学社会科学版),2011,35(2):80-84.[Hu Daohua,Zhao Liming.Evaluation of tourists' perception based on tourists' feedback[J].Journal of Xiangtan University (Philosophy and Social Sciences),2011,35(2):80-84.]
[31]
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[31]
李丽娟.旅游体验价值共创影响机理研究——以北京香山公园为例[J].地理与地理信息科学,2012,28(3):96-100.[Li Lijuan.Study on influence mechanism of visitor experience value Co-creation:A case study of Xiangshan Park in Beijing[J].Geography and Geo-information Science,2012,28(3):96-100.]
[32]
刘军林.旅游体验质量评价体系模型及分析[J].天津商业大学学报,2010,30(6):20-23.[Liu Junlin.System model and analysis of tourism experience quality evaluation[J].Journal of Tianjin University of Commerce,2010,30(6):20-23.]
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[32]
刘军林.旅游体验质量评价体系模型及分析[J].天津商业大学学报,2010,30(6):20-23.[Liu Junlin.System model and analysis of tourism experience quality evaluation[J].Journal of Tianjin University of Commerce,2010,30(6):20-23.]
[33]
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