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很多学者和业内人士,从如何提高导游人员素质和加强对导游人员管理的角度对此问题进行了大量有益的研究,并提出了不少有价值的观点;但目前旅游市场上出现的种种不良现象说明张家界的导游管理仍然存在很多问题,而且到了非下大工夫整治的程度。笔者认为,导游服务质量管理是一个系统工程,把矛头单一地指向导游有失公允;导游服务质量问题的根源在于导游与其利益相关者间的利益失衡,而调整失衡关系的根本在于改革管理体制,完善制度保障。
Many scholars and practitioners have conducted a great deal of useful research on this issue from the perspectives of how to improve the quality of tour guides and the management of tour guides and put forward many valuable points of view. However, the current adverse phenomena in the tourism market Zhangjiajie tour guide that there are still many problems, but also to a large extent remediation. The author believes that the guide service quality management is a systematic project, pointing spearhead at the tour guide is unfair; the root cause of tour guide service quality problem lies in the interest imbalance between the tour guide and its stakeholders, and the fundamental adjustment imbalance relationship lies in the reform of the management system, Improve the system of protection.