外国游客参观2010 年上海世博会的满意度研究 ——基于Travel Blog 日志的探讨
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王春雷,男,管理学博士,上海对外经贸大学会展与旅游学院副教授,研究方向:目的地营销、城市发展与 节事管理;朱红兵,男,理学硕士,黄山学院旅游学院助教,研究方向:旅游管理和会展经济。

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F590.63/F590.8

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本文受上海对外经贸大学“ 第二轮央财资助计划( 2 0 1 3 ~ 2 0 1 5 年) 重点学科建设项目和上海高校一流学科 (培育)建设计划资助。


A Research on Foreign Tourists’ Satisfaction with the 2010 Shanghai World Expo: Based on Free Comments from Travel Blog
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    摘要:

    本文基于旅游者的博文资料,运用内容分析法和重要性—表现分析法(IPA),初步 研究了外国游客对2010年上海世博会的满意度问题。研究发现,外国游客对上海世博 会的满意度主要取决于城市环境、世博会参观质量和游客自身状况3个维度,具体包括 “产品”、“游览环境”、“管理水平”、“其他游客”、“价格”、“形象”、“游客自 身状况”、“外部环境因素”、“配套服务”和“工作人员”等10个概念类属;外国游 客对2010年上海世博会的总体满意度为6.15,属于基本满意水平。基于IPA分析的结果 得出,展出内容的质量、游览环境、工作人员培训以及游客行为等因素是大型活动现 场管理的重点。

    Abstract:

    Based on the free comments from Travel Blog, applying the methods of content analysis and IPA, this paper gives a primary research on foreign tourists’satisfaction with the 2010 Shanghai World Expo. The result shows that foreign tourists’satisfaction with the Shanghai World Expo mainly depends on the three dimensions: the urban environment, the quality of tourists’visiting to the Expo and their own status, specially, including“products”“, the environment of visiting”,“management level”,“behaviors of other visitors”, “price”,“image”,“visitors’own status”,“external environmental factors”,“ancillary services”and“staff”. Among the above variables, what foreign tourists thought very important and with high satisfaction is“the products” Shanghai World Expo provided,such as venues, exhibits and activities, etc; what foreign tourists thought important but with poor performance is“the environment of visiting to the Expo”, mainly including “crowding”and“queuing time to enter the popular venues”; what foreign tourists thought important and with the worst performance is“the behaviors of other visitors”; what foreign tourists thought not important but with the best performance is“the service of staffs”of Shanghai World Expo. It can be concluded that the quality of display and content, the environment of visiting, visitors’behavior and staff training should be the key points of on site management of mega events. According to the calculation in the paper, foreign tourists’ overall degree of satisfaction with the Shanghai World Expo is 6.15, which stays at the basic level of satisfaction

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王春雷,朱红兵.外国游客参观2010 年上海世博会的满意度研究 ——基于Travel Blog 日志的探讨[J].国际商务研究,2014,(2):53-64

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  • 在线发布日期: 2017-07-18
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