山东日照旅游市场秩序问题与解决途径,旅游管理硕士论文.docx

山东日照旅游市场秩序问题与解决途径,旅游管理硕士论文摘 要 改革开放以来，我们国家旅游业经历了旅游供应从无到有，旅游产品从简单到丰富，旅游消费者从小众到群众的发展之路。当前，旅游业在推动社会经济发展经过中发挥着重要的作用，已经成为我们国家国民经济战略性的支柱产业之一。但是伴随着旅游业的迅速发展，旅游市场中也充斥着 零负团费 、欺客宰客、 四黑 等问题，这些问题不仅会损害消费者的权益，而且也会极大地毁坏旅游城市的形象。尽管各地市采取了不同的措施加大了对旅游市场秩序的治理力度，但是媒体上有关扰乱旅游市场秩序的新闻仍不绝入耳。因而，规范旅游市场秩序，推动现代旅游业的创新发展，是旅游业面临的现实课题。 近年来，日照市以提升游客满意度为落脚点，抢抓航空高铁时代到来的机遇，高度重视旅游业的发展，施行 旅游富市 战略，树立旅游即城市、城市即旅游的理念，积极建设具有魅力的 旅游之城 。但是在旅游旺季期间，欺诈宰客、 四黑 等扰乱旅游市场秩序的问题高发，阻碍了日照市旅游市场秩序的健康发展，影响了日照旅游业的形象。因而，怎样进一步规范旅游市场秩序是当务之急。 本文以日照市旅游市场秩序为研究对象，运用文献法、访谈法、问卷调查法、案例分析法、统计分析法等研究方式方法，基于2021-2022年日照市涉旅案事件数据和旅游投诉数据以及不同主体对日照市旅游市场秩序的评价等数据为基础，综合分析了日照市旅游市场秩序现在状况，指出了日照市旅游市场秩序存在的问题，讨论了存在问题的原因，并提出相应的对策。本文的研究结论主要集中在下面六个方面： 一是日照市旅游市场秩序整体发展平稳有序，涉旅案事件、旅游投诉的数量逐年在减少，但是旅游市场在进入秩序、竞争秩序、交易秩序、道德秩序等方面不同程度的存在问题，这些问题主要分布在东港区和山海天旅游度假区且主要发生在旅游旺季期间。 二是在涉旅案事件中，旅游纠纷数量占比最高，其次是涉旅行政案件，涉旅刑事案件数量最少。在旅游纠纷中，主要是由于旅馆、餐饮价格、车辆停放、旅游项目引起的纠纷。 三是不同主体对日照市旅游市场秩序七个维度各个要素都比拟满意，评价值均大于3分。不同主体的性别、学历、身份等对旅游市场秩序的感悟评价有显着影响。男性对于日照市旅游市场秩序感悟评价值整体比女性要高。本科和硕士研究生对于日照市旅游市场秩序感悟评价值比其他学历的要高。游客对于日照市旅游市场秩序整体感悟评价值比日照市旅游市场主体、部门执法人员的要高，居民的感悟评价值最低。 四是日照市旅游市场秩序存在问题的原因是多方面的，主要是由于旅游市场秩序法律保障不健全、旅游市场秩序治理机制不完善、旅游市场监督缺乏、旅游服务不到位等原因。 五是旅游市场秩序治理牵涉到旅游、公安、交通、市场监管、综合执法等多个部门，关系到旅游目的地和客源地市场，仅仅依靠某一部门很难实现有效治理，需要进一步加强区域协作和构建旅游市场秩序合作治理共同体，才能有效推动日照市旅游市场秩序持续健康稳定发展。 六是提升日照市旅游市场秩序的主要措施在于健全旅游市场秩序法律保障体系、完善旅游市场秩序治理长效机制、创新旅游市场秩序治理方式、提升旅游产业总体发展水平。 本文关键词语： 旅游市场秩序；涉旅案事件；涉旅舆情；日照市。 Abstract Since the economic reform and opening up, China s tourism industry has been developed from scratch with much richer tourism products now. Tourism consumers have not been theminority few anymore but the majority common citizens. At present, tourism plays an important role in the process of promoting social and economic development and has become one of the strategic major industries of China s economy. However, with the rapid development of the tourism industry, there are also problems in the tourism market such as free-of-charge tours or even negative-charge tours , bullying, and four dirty tricks . These problems will not only breach the consumer rights and interests, but also greatly damage the image of a tourist city.Although local authorities have taken different measures to strengthen the governance of the tourism industry, there is still a lot of news in the media about disrupting the order. Therefore, standardizing and promoting the innovative development of tourism industry in the new era are practical issues to solve. To build a charming tourism city, Rizhao City has focused on improving the satisfaction of tourists, seizing opportunities of the aviation and high-speed rail era, attaching great importance to the development of the tourism industry, implementing the tourism rich city strategy, and establishing the concept that tourism is a city. However, during peak tourist seasons, frauds, four dirty tricks and other problems that disrupt the order of the tourism market are common,hindering the healthy development of the tourism industry in Rizhao City and affecting the city image. Therefore, how to further regulate the order of the tourism market is an urgent task. The research topic of this thesis is the tourism market order in Rizhao City. The research methodology includes literature review, interviews, questionnaire, case analysis, and statistical analysis. The current status of the tourism market order in Rizhao City has been analyzed based on the data of tourist related offences and complaints between 2021 and 2022. The issues in the order of the tourism market have been discussed, the causes of the problems have been investigated, and the countermeasures have been proposed. The research concludes the following six aspects: First, the overall development of the tourism market order in Rizhao City is stable and orderly in general,and the number of tourism cases and complaints is decreasing year by year. However, there are problems in the tourism market in terms of entry order, competition order,transaction order, moral order, etc. These problems are mainly distributed in Donggang Districtand Shanhaitian Tourism Resort and It mainly occurs during the peak tourist season. Second, among the cases involving tourism, the number of tourism disputes accounts for the highest proportion, followed by tourism administrative cases and tourism criminal cases. In tourism disputes, it is mainly caused by hotel, catering price, vehicle parking and tourism projects. Third, different subjects are satisfied with the seven elements of Rizhao tourism market order, and the evaluation value is more than 3 points. Gender, education background and identity of different subjects have significant influence on the perception and evaluation of tourism market order. Men s perception of the order of tourism market in Rizhao is higher than that of women. Undergraduate and graduate students perception of Rizhao tourism market order evaluation value is higher than other academic degrees. The overall perceived evaluation value of tourists for the order of tourism market in Rizhao is higher than that of the main body of tourism market and the law enforcement personnel of government departments, and the residents perceived evaluation value is the lowest. Fourth, the main reason causing the tourism market disorder in Rizhao City is the inadequate legal protection, the imperfect governance mechanism and insufficient supervision,and inadequate tourism services. Fifth, the governance of the tourism market order involves multiple departments such as tourism,public security,transportation, market supervision, and comprehensive law enforcement.It is related to the tourist destination and source market.Therefore, it is difficult to achieve effective governance by a single government department. Regional cooperation and the construction of a tourism market order cooperative governance community need to be further strengthened.The cross-department cooperation can effectively promote a sustained, healthy, and stable development of the tourism market order in Rizhao City. Sixth, the main measures to improve the tourism market order in Rizhao City rely on improvement of the legal guarantee system, long-term governance mechanism, innovation ofgovernance styles, and overall development level of the tourism industry. Key words: Tourism market order; tourist related offences; public opinions involving tourists; Rizhao City。 文章为硕士论文，如需全文请点击底部下载全文链接】 1.3.2、研究方式方法. 1.33.3、研究创新. 1.3.4、技术道路 第二章 研究综述 与理论基础. 2.1、研究综述 2.1.1、国外研究. 2.1.2、国内研究. 2.1.3、研究述评. 2.2、基本概 2.2.1、秩序. 2.2.2、市场秩序. 2.2.3、旅游市场秩序. 2.3、理论基础. 2.3.1、公共服务理论. 2.3.2、合作治理理论. 第三章 日照市旅游市场秩序现在状况 3.1、 旅游发展现在状况 3.1.1、研究区大概情况. 3.1.2、旅游发展大概情况. 3.2、旅游市场秩序现在状况分析. 3.2.1、数据的收集与处理. 3.2.2、涉旅案事件分析. 3.2.3、旅游投诉分析. 3.2.4、旅游市场秩序规范举措. 3.3、旅游市场秩序评价. 3.3.1、样本统计分析. 3.3.2、旅游市场秩序要素评价. 3.3.3、旅游市场秩序差异性评价. 第四章 日照市旅游市场秩序存在问题及原因. 4.1、旅游市场秩序存在的问题 4.1.1、旅游市场进入秩序方面问题. 4.1.2、旅游市场竞争秩序方面问题. 4.1.3、旅游市场交易秩序方面问题. 4.1.4、旅游市场道德秩序方面问题 4.2、旅游市场秩序存在问题的 4.2.1、旅游市场秩序法律保障不健全. 4.2.2、旅游市场秩序治理机制不完善 4.2.3、旅游市场监督缺乏. 第五章 日照市旅游市场秩序提升对策. 5.1、健全旅游市场秩序法制保障体系 5.1.1、细化旅游市场秩序相关法律法规. 5.1.2、制定旅游相关行业标准. 5.1.3、建立涉旅舆情及时发布制度. 5.2、完善旅游市场秩序治理长效机制. 5.2.1、深化综合执法联动机制. 5.2.2、规范旅游投诉快处机制. 5.2.3、健全守信鼓励和失信惩戒机制 5.2.4、开创建立旅游纠纷多元化解机制. 5.3、创新旅游市场秩序治理方式 5.3.1、常态推进旅游市场综合整治. 5.3.2、打造旅游纠纷快速调处体系 5.3.3、构建旅游市场秩序合作治理共同体. 5.3.4、建立智慧旅游治理平台 5.4、提升旅游产业总体发展水平 5.4.1、统筹旅游产业发展 5.4.2、升级旅游设施质量 5.4.3、优化旅游服务品质 5.4.4、强化旅游法治宣传 第六章 研究结论 本文从涉旅案件和旅游投诉角度，综合分析了日照市旅游市场秩序的现在状况，发现了当前日照市旅游市场秩序存在的问题并讨论了问题产生的原因，提出了规范旅游市场秩序的对策及建议。本文研究结论主要集中在六个方面： 一是日照市旅游市场秩序整体发展平稳有序，涉旅案事件、旅游投诉的数量逐年在减少，但是旅游市场在进入秩序、竞争秩序、交易秩序、道德秩序等方面不同程度的存在问题，这些问题主要分布在东港区和山海天旅游度假区且主要发生在旅游旺季期间。 二是在涉旅案事件中，旅游纠纷数量占比最高，其次是涉旅行政案件，涉旅刑事案件数量最少。在旅游纠纷中，主要是由于旅馆、餐饮价格、车辆停放、旅游项目引起的纠纷。 三是不同主体对日照市旅游市场秩序七个维度各个要素都比拟满意，评价值均大于3分。不同主体的性别、学历、身份等对旅游市场秩序的感悟评价有显着影响。男性对于日照市旅游市场秩序感悟评价值整体比女性要高。本科和硕士研究生对于日照市旅游市场秩序感悟评价值比其他学历的要高。游客对于日照市旅游市场秩序整体感悟评价值比日照市旅游市场主体、部门执法人员的要高，居民的感悟评价值最低。 四是日照市旅游市场秩序存在问题的原因是多方面的，主要是由于旅游市场秩序法律保障不健全、旅游市场秩序治理机制不完善、旅游市场监督缺乏、旅游服务不到位等原因。 五是旅游市场秩序治理牵涉到旅游、公安、交通、市场监管、综合执法等多个部门，关系到旅游目的地和客源地市场，仅仅依靠某一部门很难实现有效治理，需要进一步加强区域协作和构建旅游市场秩序合作治理共同体，才能有效推动日照市旅游市场秩序持续健康稳定发展。 六是提升日照市旅游市场秩序的主要措施在于健全旅游市场秩序法律保障体系、完善旅游市场秩序治理长效机制、创新旅游市场秩序治理方式、提升旅游产业总体发展水平。 以下为参考文献