摘要
旅游标准体系是行业规范化管理的蓝图和技术支撑，也是旅游企业开展标准化工作的基础。研究既符合标准体系基础理论要求，又与旅游业自身特点及其发展规律相吻合的标准体系，对于全面提升我国旅游产品质量和服务水平，改善旅游企业的管理水平，提高旅游企业的国际竞争力具有重要意义。《全国旅游标准化发展规划（200---2015）》重新修订了国家旅游标准体系，然而该体系的系统性和科学性有待进一步改善。在梳理相关学术文献、标准体系理论以及国家标准的基础上，文章对武汉市旅游相关企业进行了实地调研，发现当前体系存在标准体系层次划分不合理、体系表存在缺失与重复以及标准体系分类不够专业等问题。为了构建更具系统性和可操作性的标准体系，提高行业的标准化管理水平，文章结合旅游业的服务特性和业务要素重构了旅游业标准体系，该体系分为两个层次三个子体系：第一层是基础标准体系，第二层包括服务保障标准体系和服务与服务提供标准体系。基础标准体系是下层标准体系的准则和指南，保障标准体系是服务与服务提供标准体系的直接支撑，服务与服务提供标准体系促进保障标准体系完善，并与保障标准体系共同反馈于基础标准体系。三者以系统的方式发挥效用，并能够不断自我修正和完善。在此基础上，给出了企业层面标准体系的应用指南，指出企业标准体系应当以整个企业的经营管理为目标，涉及企业管理的各个过程，因此其既包括国际、国家、行业和地方标准，还包括企业根据自身情况制定的适用于本组织的规范性文件，把行业标准体系和企业标准体系统一起来，提高标准体系的适用性。
The tourism standard system provides the blueprint and technical support for industry standardization and it is also the foundation for the implementation of tourism standardization in tourism enterprises. Developing a scientific and appropriate standard system which meets the requirements of a general standard system as well as the characteristics and special development procedures of tourism, is of great significance for improving the product quality and travel services, enhancing the management level for tourism enterprises, and raising the international competitiveness of Chinese tourism. The file entitled ＂ National Tourism Standardization Development Plan 2009＂ released by China National Tourism Administration has revised the national tourism standard system. However, we still find that there are several problems with this standard system after reviewing some academic literature, studying the national standards and considering the theories of systems of standards. It is found that the current standard system has a lot of shortcomings or problems which should be either improved or solved. For example, the divisions forming the hierarchy of the standard system is unreasonable, some important factors are missing or repeated in the hierarchical standard system, and the classification for different standard subsystem is not professional. In order to construct a systematic standard system of practical use and improve the management level for tourism industry, a new tourism standard system is constructed in this research by closely considering the characteristics of the Chinese tourism industry. The new system is a two-layer system which consists of three sub- systems ： the ＇ General and Basic Standard System＇ in the upper level, the ＇ Service Guarantee Standard System＇ and the ＇Service and Service Provision Standard System＇ in the second level. ＇General and Basic Standard＇ is the principal guideline for the two systems in the second level, ＇ Service Guarantee Standard System＇ directly serves the ＇ Service and Service Provision Standard System＇, and the latter helps the ＇ Service and Service Provision Standard System＇ to improve. In the meantime, ＇ Service Guarantee Standard System＇ and ＇ Service and Service Provision Standard System＇ effect the ＇ General and Basic Standard System＇ as well. The three subsystems work together as a whole, with the ability to constantly modify and refine themselves. Finally, this paper develops some guidelines about the application of the system at the enterprise level, pointing out that the objectives of enterprise standard system should cover every critical component of enterprise management and include the whole procedure of enterprise operation. The corresponding standard system should incorporate international standards, national standards, provincial standards, as well as normative documents established and applied in an enterprise according to their specific situation, which unifies the industry standard system and the enterprise standard system and enhances the applicability of all systems of standards.
出处
《旅游学刊》
CSSCI
2013年第11期67-74,共8页
Tourism Tribune
基金
中南财经政法大学优秀硕士学位论文培育项目资助
关键词
标准体系
重构
旅游标准化
standard system
reconstruction
tourism standardization
