Research On The Governance Of All-of-One Tourism Complaints Under The Background Of "Internet Plus"

Tourism complaints have a serious impact on tourism satisfaction and service quality,as well as the image of tourist destinations.Especially in the context of "Internet +",the influence of tourism complaints is growing.The government must pay attention to the management of tourism complaints and provide tourists with high-quality tourism public services.On the one hand,the change of user behavior requires the timely adjustment of government services according to the needs of citizens.On the other hand,the development of information technology promotes the government to actively change the service mode and move towards integrated and digital governance.Based on the previous research on holistic governance,this paper constructs the theoretical and logical framework of the core research of this paper: the construction of holistic government.Secondly,this paper analyzes the basic situation,existing problems and causes of region-wide tourism complaint management in Yunnan province by taking " Yunnan at Your Fingertips " as a case study,and sorts out the innovation of region-wide tourism complaint management in Yunnan province based on the theoretical logic framework of this paper.In the case analysis,in order to have an accurate and comprehensive understanding of the situation of tourism complaints in Yunnan province,this paper crawled the text data of tourism complaints about Yunnan province in 2011-2018 on People's Daily local government message board and People's Daily 3.15 tourism complaints platform through the web crawler technology and conducted semantic network analysis.This article adopts the method of field investigation on the whole domain of Yunnan province tourist complaints management status and problems of study,through the interview method of 9 government departments,11 brigades enterprise interview found that global tourism in Yunnan province exist complaint management system and mechanism,business process,social collaborative management,information system of the public open problems.Through the method of participatory observation,to understand the content of " Yunnan at Your Fingertips " region-wide tourism complaint management innovation.The research found that the innovation logic of " Yunnan at Your Fingertips " conforms to the leadership support,the innovation of organization and management mechanism structure,and the construction of a holistic governance model for tourism complaints by building a digital governance platform through the application of information technology,which to some extent verified the rationality of the theoretical logic framework of this paper.In addition,this paper finds that the reform of " Yunnan at Your Fingertips " still has deficiencies in business system,business process,digital integrity system and other institutional safeguards,which need further reform and optimization.Finally,this paper puts forward some specific Suggestions from the aspects of "one-stop" service,construction of "responsible" government and system guarantee.