The Scenic Quality Of Service Management System Based On Visitors To Participate In Research With The Model

The tourism industry plays an increasingly important role in modern society and the economy. On elements of the tourism industry, the scenic area is the main motivating factor that attracts tourists traveling, is the core element of the tourism industry. Therefore, the scenic area occupies a crucial position in the tourism industry. With the scenic area industry developing, scenic area increasingly shows commercial management trend, brand trend, integration trend. It can be said, scenic area has entered service management time. Scenic area service must be on the center for tourist, participation by tourists to gain a competitive edge resources,so that creating their own unique competitive. However, at present, China's scenic area service quality has many problems,such as service quality, attitude, awareness, skills are relatively poor, which lacks of human,personalized services, services not in place or absence, have discriminatory provisions, lacks of service design, organization, the settings of equipment and facilities are not scientific, or lacks of alternative services, scenic individual vendors, contract operators, field guides and other irregular operations and fraud tourist behavior. In particular, scenic area lacks service concept of tourists as the center, lacks to grasp the needs of tourists and understanding about the importance of tourists' participation service behavior, lacks scenic area service system and tourist system involved in the interaction management, lacks management on tourists, direct or indirect. At the same time, there have been studies scenic area service quality management research aimed at scenic area service system to research, tourists participation of scenic area service quality management less.Therefore, this paper aims that tourists participation, meeting tourists' demands and the operational efficiency and costs of scenic area service system into a framework, form an open, interactive attractions service quality management system, deepening the scenic area service quality management theory. Meanwhile, based on tourists' participation the service quality management system pays more attention to scenic area personalized services to meet tourists' demand, even the standarding services must reflect the needs of humanity. This paper will not only study scenic area standarding and personalized service in-depth, but take new theoretical thinking about trade-off management between the standarding and personalized service. The aim is to achieve the dynamic management of scenic area under ever-changing needs of tourists. In summary, based on tourists' participation the service quality management system is the systematic managemen that has the dynamic balance between the scenic area service system and tourists management and direct visitors needs and behavior. It directly contribute to the scenic area service quality management performance, which formates systematic management processes and scientific method. First, this paper examines the features of general production process and scenic area service production process,by studying tourists three stages at the scenic area before services buying, service contacts, purchase behavior, analyze visitors action features to participate in service processs, on this basis, analyze he logical relationship between the tourists'participation and scenic area service quality, clear the visitor management plays an important role in the scenicarea service quality management, on the basis of the above analysis, analyze service contact interface, and the three modules in scenic area quality service management, and accordingly propose the service quality management system model based on tourists'participation.Second, the paper illustrates scenic area service quality management before the process of tourists'participation. on the basis of tourists'behavior feature of pre-service process, scenic area should implemente expected services management, demand by the management on tourists'expected service and scenic area marketing communication, intervention tourists'expected service for scenic area.Again, this paper discusses scenic area service quality management in the process of tourists' participation. on the basis of tourists'behavior feature of in the service process, scenic area service quality management, including standarding service management, personalized service design and management, standarding service and personalized service trade-off management, service quality control management.Finally, the pape discusses scenic area service quality management arfer the process of tourists' participation. Later stage in the service process, tourists will continue their stages in the service encounter began to evaluate the quality of service and experience on the service production process of satisfaction or dissatisfaction with the attitude, the results of this process will affect their future purchase intentions, therefore, scenic area should be positive to access to tourists'feedback, evaluate their satisfaction, and implement effective service recovery management.