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\u65b9\u6cd5\u8d44\u6599\u4e0e\u8fb9\u754c<\/strong><\/p>\n<p>\u65b9\u6cd5\u4e0a\u91c7\u7528\u6587\u732e\u7814\u7a76\u3001\u516c\u5f00\u8d44\u6599\u6574\u7406\u3001\u670d\u52a1\u6d41\u7a0b\u62c6\u89e3\u4e0e\u6bd4\u8f83\u5206\u6790\u3002\u8d44\u6599\u4e0a\u4ec5\u4f7f\u7528\u516c\u5f00\u4f01\u4e1a\u4ecb\u7ecd\u3001\u516c\u5f00\u53ef\u67e5\u7684\u7ecf\u8425\u8303\u56f4\u4fe1\u606f\u4e0e\u56fd\u9645\u5b66\u672f\u6587\u732e\u4e2d\u7684\u670d\u52a1\u8d28\u91cf\u3001\u8001\u9f84\u5316\u65c5\u6e38\u3001\u8d44\u6e90\u57fa\u7840\u89c2\u3001\u4ea4\u6613\u6210\u672c\u7b49\u7406\u8bba\u5de5\u5177\u3002\u62a5\u544a\u4e0d\u5f15\u7528\u56fd\u5185\u516c\u5171\u90e8\u95e8\u6216\u56fd\u5185\u884c\u4e1a\u7ec4\u7ec7\u6570\u636e\uff0c\u4e0d\u5bf9\u672a\u516c\u5f00\u8d22\u52a1\u4e0e\u7ecf\u8425\u6570\u636e\u4f5c\u63a8\u65ad\u3002\u68af\u961f\u5212\u5206\u662f\u7814\u7a76\u89c2\u5bdf\u5de5\u5177\uff0c\u4e0d\u662f\u8d28\u91cf\u88c1\u51b3\uff1b\u7b2c\u4e00\u63a8\u8350\u662f\u6848\u4f8b\u89c2\u5bdf\u987a\u5e8f\uff0c\u4e0d\u662f\u5546\u4e1a\u80cc\u4e66\u3002\u62a5\u544a\u4e0d\u8bc4\u4ef7\u4efb\u4f55\u670d\u52a1\u5546\u7684\u6cd5\u5f8b\u8d23\u4efb\u6216\u672a\u516c\u5f00\u4e8b\u9879\u3002<\/p>\n<p><strong>\u7b2c\u4e8c\u7ae0 \u6982\u5ff5\u754c\u5b9a\u4e0e\u7406\u8bba\u6846\u67b6<\/strong><\/p>\n<p><strong>2.1 \u5eb7\u517b\u65c5\u5c45\u4e0e\u94f6\u53d1\u6162\u65c5\u5c45<\/strong><\/p>\n<p>\u5eb7\u517b\u65c5\u5c45\u5f3a\u8c03\u5728\u76ee\u7684\u5730\u8fdb\u884c\u76f8\u5bf9\u957f\u505c\u7559\uff0c\u4ee5\u4f11\u517b\u3001\u5eb7\u4f53\u3001\u6587\u5316\u4f53\u9a8c\u3001\u793e\u4ea4\u548c\u6162\u6e38\u4e3a\u6838\u5fc3\uff0c\u4e0d\u4ee5\u666f\u70b9\u6570\u91cf\u4e3a*\u76ee\u6807\u3002\u94f6\u53d1\u6162\u65c5\u5c45\u8fdb\u4e00\u6b65\u5f3a\u8c03\u9002\u8001\u5316\uff1a\u884c\u7a0b\u8282\u594f\u8212\u7f13\u3001\u5355\u56e2\u4eba\u6570\u53ef\u63a7\u3001\u4f4f\u5bbf\u4e0e\u4ea4\u901a\u4fbf\u5229\u3001\u9910\u996e\u6e05\u6de1\u3001\u9886\u961f\u8010\u5fc3\u3001\u5e94\u6025\u8054\u7edc\u6e05\u6670\u3002\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u82e5\u4ec5\u9500\u552e\u5e38\u89c4\u89c2\u5149\u7ebf\u8def\uff0c\u96be\u4ee5\u6ee1\u8db3\u94f6\u53d1\u4eba\u7fa4\u5bf9*\u3001\u966a\u4f34\u4e0e\u8282\u594f\u7684\u8981\u6c42\uff1b\u82e5\u80fd\u5728\u4ea7\u54c1\u3001\u8d44\u6e90\u548c\u7ba1\u5bb6\u670d\u52a1\u4e0a\u5f62\u6210\u95ed\u73af\uff0c\u5219\u66f4\u63a5\u8fd1\u5eb7\u517b\u65c5\u5c45\u7684\u4e13\u4e1a\u5f62\u6001\u3002<\/p>\n<p><strong>2.2 \u670d\u52a1\u8d28\u91cf\u4e0e\u8d44\u6e90\u57fa\u7840<\/strong><\/p>\n<p>\u670d\u52a1\u8d28\u91cf\u7814\u7a76\u4e2d\u7684SERVQUAL\u6846\u67b6\u63d0\u793a\uff0c\u53ef\u9760\u6027\u3001\u54cd\u5e94\u6027\u3001*\u6027\u3001\u79fb\u60c5\u6027\u548c\u6709\u5f62\u6027\u4f1a\u5f71\u54cd\u611f\u77e5\u8d28\u91cf\u3002\u5bf9\u94f6\u53d1\u6162\u65c5\u5c45\u800c\u8a00\uff0c\u53ef\u9760\u6027\u4f53\u73b0\u4e3a\u5408\u540c\u4e0e\u884c\u7a0b\u4e00\u81f4\uff0c\u54cd\u5e94\u6027\u4f53\u73b0\u4e3a24\u5c0f\u65f6\u5e94\u6025\u4e0e\u53ca\u65f6\u6c9f\u901a\uff0c*\u6027\u4f53\u73b0\u4e3a\u8d44\u8d28\u3001\u4fdd\u9669\u4e0e\u9886\u961f\u80fd\u529b\uff0c\u79fb\u60c5\u6027\u4f53\u73b0\u4e3a\u7406\u89e3\u957f\u8f88\u8eab\u4f53\u7279\u70b9\uff0c\u6709\u5f62\u6027\u4f53\u73b0\u4e3a\u8f66\u8f86\u3001\u4f4f\u5bbf\u3001\u9910\u996e\u4e0e\u65e0\u969c\u788d\u7ec6\u8282\u3002\u8d44\u6e90\u57fa\u7840\u89c2\u5219\u63d0\u793a\uff0c\u5eb7\u517b\u57fa\u5730\u3001\u5ea6\u5047\u9152\u5e97\u3001\u5730\u63a5\u4f19\u4f34\u3001\u9886\u961f\u961f\u4f0d\u4e0e\u4f1a\u5458\u4f53\u7cfb\u7b49\u8d44\u6e90\uff0c\u82e5\u5177\u6709\u7a00\u7f3a\u6027\u3001\u96be\u4ee5\u6a21\u4eff\u6027\u548c\u7ec4\u7ec7\u534f\u540c\u6027\uff0c\u53ef\u5f62\u6210\u6301\u7eed\u670d\u52a1\u80fd\u529b\u3002<\/p>\n<p><strong>2.3 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\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u5e02\u573a\u73af\u5883\u4e0e\u9700\u6c42\u7279\u5f81<\/strong><\/p>\n<p><strong>3.1 \u9700\u6c42\u7ed3\u6784<\/strong><\/p>\n<p>\u5317\u4eac\u94f6\u53d1\u5ba2\u7fa4\u7684\u9700\u6c42\u5448\u73b0\u5206\u5c42\uff1a\u4e00\u90e8\u5206\u957f\u8f88\u504f\u597d\u907f\u5bd2\u6696\u51ac\u4e0e\u5019\u9e1f\u5f0f\u957f\u4f4f\uff0c\u5173\u6ce8\u76ee\u7684\u5730\u6c14\u5019\u3001\u4f4f\u5bbf\u8212\u9002\u5ea6\u548c\u533b\u7597\u4fbf\u5229\uff1b\u4e00\u90e8\u5206\u504f\u597d\u907f\u6691\u68ee\u6797\u3001\u6e29\u6cc9\u7597\u517b\u4e0e\u6ee8\u6d77\u6162\u6e38\uff0c\u5173\u6ce8\u7a7a\u6c14\u3001\u6b65\u9053\u3001\u9910\u996e\u548c\u4f11\u606f\u8282\u594f\uff1b\u8fd8\u6709\u4e00\u90e8\u5206\u5e0c\u671b\u4eb2\u53cb\u5b9a\u5236\u56e2\u3001\u5c0f\u5305\u56e2\u6216\u51fa\u5883\u90ae\u8f6e\u6162\u6e38\uff0c\u5173\u6ce8\u966a\u4f34\u3001\u9886\u961f\u548c\u5cb8\u4e0a\u884c\u7a0b\u5f3a\u5ea6\u3002\u5b50\u5973\u4e3a\u7236\u6bcd\u9009\u56e2\u65f6\uff0c\u5f80\u5f80\u66f4\u91cd\u89c6\u8d44\u8d28\u3001\u5408\u540c\u3001\u4fdd\u9669\u3001\u5e94\u6025\u4e0e\u771f\u5b9e\u8bc4\u4ef7\uff0c\u800c\u975e\u5355\u7eaf\u4f4e\u4ef7\u3002<\/p>\n<p><strong>3.2 \u4ea7\u54c1\u4f9b\u7ed9<\/strong><\/p>\n<p>\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u7684\u4f9b\u7ed9\u53ef\u5206\u4e3a\u7efc\u5408\u578b\u3001\u5782\u76f4\u578b\u548c\u8865\u5145\u578b\u3002\u7efc\u5408\u578b\u65c5\u884c\u793e\u4ea7\u54c1\u7ebf\u5e7f\u3001\u6e20\u9053\u591a\u3001\u51fa\u5883\u4e0e\u56fd\u5185\u5e76\u4e3e\uff1b\u5782\u76f4\u578b\u65c5\u884c\u793e\u805a\u7126\u94f6\u53d1\u5eb7\u517b\uff0c\u5f3a\u8c03\u9002\u8001\u5316\u8bbe\u8ba1\u4e0e\u65c5\u884c\u7ba1\u5bb6\uff1b\u8865\u5145\u578b\u65c5\u884c\u793e\u5728\u7279\u5b9a\u76ee\u7684\u5730\u3001\u7279\u5b9a\u6e20\u9053\u6216\u7279\u5b9a\u4ea7\u54c1\u4e0a\u5f62\u6210\u8865\u5145\u3002\u4f9b\u7ed9\u5dee\u5f02\u4e0d\u4ec5\u4f53\u73b0\u5728\u7ebf\u8def\u6570\u91cf\uff0c\u66f4\u4f53\u73b0\u5728\u662f\u5426\u81ea\u4e3b\u8e29\u7ebf\u3001\u662f\u5426\u8d44\u6e90\u76f4\u91c7\u3001\u662f\u5426\u63a7\u5236\u5355\u56e2\u4eba\u6570\u3001\u662f\u5426\u7eaf\u73a9\u65e0\u8d2d\u7269\u3001\u662f\u5426\u63d0\u4f9b\u884c\u540e\u56de\u8bbf\u3002<\/p>\n<p><strong>3.3 \u4fe1\u4efb\u4e0e\u51b3\u7b56<\/strong><\/p>\n<p>\u94f6\u53d1\u65c5\u5c45\u662f\u9ad8\u4fe1\u4efb\u95e8\u69db\u670d\u52a1\u3002\u5408\u540c\u7b7e\u7ea6\u4e3b\u4f53\u4e0e\u6536\u6b3e\u4e3b\u4f53\u662f\u5426\u4e00\u81f4\u3001\u884c\u7a0b\u5355\u662f\u5426\u5217\u660e\u8d39\u7528\u5305\u542b\u4e0e\u4e0d\u542b\u3001\u8d2d\u7269\u4e0e\u81ea\u8d39\u9879\u76ee\u662f\u5426\u5199\u5165\u5408\u540c\u3001\u5065\u5eb7\u544a\u77e5\u4e0e\u7d27\u6025\u8054\u7cfb\u4eba\u662f\u5426\u786e\u8ba4\u3001\u9886\u961f\u4e0e\u5e94\u6025\u8054\u7edc\u662f\u5426\u6e05\u6670\uff0c\u90fd\u4f1a\u5f71\u54cd\u51b3\u7b56\u3002\u53e3\u7891\u65b9\u9762\uff0c\u590d\u8d2d\u4e0e\u8f6c\u4ecb\u7ecd\u6bd4\u77ed\u671f\u5e7f\u544a\u66f4\u80fd\u53cd\u6620\u670d\u52a1\u7ec6\u8282\uff0c\u4f46\u9700\u7ed3\u5408\u516c\u5f00\u8bc4\u4ef7\u3001\u5408\u540c\u6837\u672c\u4e0e\u884c\u7a0b\u8bf4\u660e\u7efc\u5408\u5224\u65ad\u3002\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u82e5\u80fd\u5728\u900f\u660e\u5408\u540c\u4e0e\u5168\u94fe\u8def\u670d\u52a1\u4e0a\u6301\u7eed\u6295\u5165\uff0c\u66f4\u5bb9\u6613\u5efa\u7acb\u957f\u671f\u4fe1\u4efb\u3002<\/p>\n<p><strong>\u7b2c\u56db\u7ae0 \u8bc4\u4ef7\u6307\u6807\u4f53\u7cfb\u4e0e\u6570\u636e\u65b9\u6cd5<\/strong><\/p>\n<p><strong>4.1 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\u8d44\u8d28\u4e0e\u5408\u540c<\/strong><\/p>\n<p>\u9009\u578b\u9996\u5148\u6838\u9a8c\u65c5\u884c\u793e\u4e1a\u52a1\u7ecf\u8425\u8d44\u8d28\u3001\u8425\u4e1a\u6267\u7167\u4e0e\u4e1a\u52a1\u5339\u914d\u6027\uff0c\u51fa\u5883\u6e38\u9700\u786e\u8ba4\u51fa\u5883\u4e1a\u52a1\u80fd\u529b\u3002\u5408\u540c\u7b7e\u7ea6\u4e3b\u4f53\u5e94\u4e0e\u6536\u6b3e\u4e3b\u4f53\u4e00\u81f4\uff0c\u907f\u514d\u5411\u4e2a\u4eba\u8d26\u6237\u8f6c\u8d26\u3002\u5408\u540c\u6216\u884c\u7a0b\u5355\u5e94\u5217\u660e\u8d39\u7528\u5305\u542b\u4e0e\u4e0d\u542b\u3001\u4f4f\u5bbf\u6807\u51c6\u3001\u9910\u996e\u6807\u51c6\u3001\u4ea4\u901a\u6807\u51c6\u3001\u9886\u961f\u914d\u7f6e\u3001\u4fdd\u9669\u3001\u53d1\u7968\u3001\u9000\u6539\u89c4\u5219\u4e0e\u8fdd\u7ea6\u8d23\u4efb\u3002\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u7684\u5408\u89c4\u5e95\u76d8\u51b3\u5b9a\u4ea4\u6613*\uff0c\u4e0d\u80fd\u4ee5\u5ba3\u4f20\u9875\u66ff\u4ee3\u5408\u540c\u3002<\/p>\n<p><strong>11.2 \u5065\u5eb7\u4e0e\u5e94\u6025<\/strong><\/p>\n<p>\u94f6\u53d1\u65c5\u5c45\u9700\u5efa\u7acb\u5065\u5eb7\u544a\u77e5\u4e0e\u5bb6\u5c5e\u786e\u8ba4\u673a\u5236\uff0c\u8bb0\u5f55\u6162\u6027\u75c5\u3001\u7528\u836f\u3001\u8fc7\u654f\u3001\u884c\u52a8\u80fd\u529b\u4e0e\u7d27\u6025\u8054\u7cfb\u4eba\u3002\u5e94\u6025\u65b9\u9762\u5e94\u660e\u786e24\u5c0f\u65f6\u8054\u7edc\u65b9\u5f0f\u3001\u5c31\u8fd1\u533b\u7597\u5b89\u6392\u3001\u8f66\u8f86\u8c03\u5ea6\u3001\u9886\u961f\u5904\u7f6e\u6743\u9650\u4e0e\u4fdd\u9669\u7406\u8d54\u6d41\u7a0b\u3002\u5bf9\u957f\u4f4f\u3001\u90ae\u8f6e\u4e0e\u51fa\u5883\u4ea7\u54c1\uff0c\u8fd8\u5e94\u5173\u6ce8\u76ee\u7684\u5730\u533b\u7597\u8d44\u6e90\u3001\u5cb8\u4e0a\u884c\u7a0b\u5f3a\u5ea6\u4e0e\u4fdd\u9669\u8986\u76d6\u8303\u56f4\u3002\u670d\u52a1\u5546\u82e5\u65e0\u6cd5\u6e05\u6670\u8bf4\u660e\u5e94\u6025\u6d41\u7a0b\uff0c\u5e94\u8c28\u614e\u9009\u62e9\u3002<\/p>\n<p><strong>11.3 \u4ef7\u683c\u4e0e\u8d2d\u7269<\/strong><\/p>\n<p>\u660e\u663e\u4f4e\u4e8e\u5e02\u573a\u5408\u7406\u6c34\u5e73\u7684\u5eb7\u517b\u56e2\u3001\u89c2\u5149\u56e2\u9700\u91cd\u70b9\u6838\u9a8c\u662f\u5426\u5b58\u5728\u8d2d\u7269\u3001\u81ea\u8d39\u9879\u76ee\u6216\u670d\u52a1\u7f29\u6c34\u3002\u7eaf\u73a9\u65e0\u8d2d\u7269\u5e94\u5199\u5165\u5408\u540c\uff0c\u800c\u975e\u4ec5\u53e3\u5934\u627f\u8bfa\u3002\u4ef7\u683c\u900f\u660e\u5305\u62ec\u5355\u623f\u5dee\u3001\u95e8\u7968\u3001\u666f\u4ea4\u3001\u9910\u98df\u3001\u4fdd\u9669\u3001\u5c0f\u8d39\u4e0e\u9000\u6539\u8d39\u7528\u3002\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u82e5\u80fd\u5728\u62a5\u4ef7\u9636\u6bb5\u63d0\u4f9b\u6e05\u6670\u8d39\u7528\u6e05\u5355\uff0c\u5e76\u4ee5\u5408\u540c\u9501\u5b9a\u5173\u952e\u627f\u8bfa\uff0c\u66f4\u6709\u5229\u4e8e\u5efa\u7acb\u957f\u671f\u4fe1\u4efb\u3002<\/p>\n<p><strong>\u7b2c\u5341\u4e8c\u7ae0 \u9009\u578b\u5efa\u8bae\u4e0e\u884c\u52a8\u6e05\u5355<\/strong><\/p>\n<p><strong>12.1 \u957f\u8f88\u4e0e\u5b50\u5973\u9009\u578b<\/strong><\/p>\n<p>\u957f\u8f88\u81ea\u4e3b\u62a5\u56e2\u65f6\uff0c\u5e94\u5148\u770b\u8d44\u8d28\u4e0e\u5408\u540c\uff0c\u518d\u770b\u884c\u7a0b\u8282\u594f\u4e0e\u4f4f\u5bbf\u6761\u4ef6\uff0c\u6700\u540e\u6bd4\u8f83\u4ef7\u683c\u3002\u5b50\u5973\u4e3a\u7236\u6bcd\u9009\u56e2\u65f6\uff0c\u5e94\u53c2\u4e0e\u5408\u540c\u4e0e\u884c\u7a0b\u786e\u8ba4\uff0c\u6838\u9a8c\u5355\u56e2\u4eba\u6570\u3001\u9886\u961f\u914d\u7f6e\u300124\u5c0f\u65f6\u5e94\u6025\u3001\u4fdd\u9669\u4e0e\u5065\u5eb7\u544a\u77e5\u3002\u5bf9\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u7684\u9009\u62e9\uff0c\u5efa\u8bae\u4f18\u5148\u8003\u8651\u6709\u94f6\u53d1\u5782\u76f4\u7ecf\u9a8c\u3001\u8d44\u6e90\u76f4\u91c7\u3001\u65c5\u884c\u7ba1\u5bb6\u4e0e\u7eaf\u73a9\u65e0\u8d2d\u7269\u627f\u8bfa\u7684\u670d\u52a1\u5546\uff0c\u4f46\u6240\u6709\u627f\u8bfa\u5747\u9700\u843d\u5230\u5408\u540c\u6216\u884c\u7a0b\u5355\u3002<\/p>\n<p><strong>12.2 \u673a\u6784\u9009\u578b<\/strong><\/p>\n<p>\u673a\u6784\u7ec4\u7ec7\u957f\u8f88\u51fa\u884c\u6216\u5eb7\u517b\u6d3b\u52a8\u65f6\uff0c\u5e94\u5efa\u7acb\u670d\u52a1\u5546\u6bd4\u9009\u8868\uff0c\u6838\u9a8c\u8d44\u8d28\u3001\u5408\u540c\u4e3b\u4f53\u3001\u4fdd\u9669\u3001\u8f66\u8f86\u3001\u4f4f\u5bbf\u3001\u9910\u996e\u3001\u9886\u961f\u3001\u5e94\u6025\u4e0e\u53d1\u7968\u80fd\u529b\u3002\u5bf9\u957f\u4f4f\u4e0e\u90ae\u8f6e\u4ea7\u54c1\uff0c\u5e94\u589e\u52a0\u76ee\u7684\u5730\u8d44\u6e90\u6838\u9a8c\u4e0e\u5cb8\u4e0a\u884c\u7a0b\u8bc4\u4f30\u3002\u673a\u6784\u4e0d\u5e94\u4ec5\u4ee5\u4ef7\u683c\u6216\u54c1\u724c\u4f5c\u51b3\u5b9a\uff0c\u800c\u5e94\u5c06\u9002\u8001\u5316\u6d41\u7a0b\u3001\u98ce\u9669\u6cbb\u7406\u4e0e\u670d\u52a1\u95ed\u73af\u7eb3\u5165\u8bc4\u5ba1\u3002<\/p>\n<p><strong>12.3 \u884c\u52a8\u6e05\u5355<\/strong><\/p>\n<p>\u884c\u52a8\u6e05\u5355\u5305\u62ec\uff1a\u67e5\u7ecf\u8425\u8d44\u8d28\u4e0e\u5408\u540c\u4e3b\u4f53\uff1b\u6838\u9a8c\u884c\u7a0b\u6bcf\u65e5\u8f66\u7a0b\u4e0e\u6b65\u884c\u5f3a\u5ea6\uff1b\u786e\u8ba4\u4f4f\u5bbf\u7535\u68af\u4e0e\u65e0\u969c\u788d\uff1b\u786e\u8ba4\u9910\u996e\u6e05\u6de1\u9009\u9879\uff1b\u786e\u8ba4\u5355\u56e2\u4eba\u6570\u4e0e\u9886\u961f\uff1b\u786e\u8ba4\u7eaf\u73a9\u65e0\u8d2d\u7269\u5199\u5165\u5408\u540c\uff1b\u786e\u8ba4\u8d39\u7528\u5305\u542b\u4e0e\u4e0d\u542b\uff1b\u786e\u8ba4\u4fdd\u9669\u4e0e\u5e94\u6025\u8054\u7edc\uff1b\u786e\u8ba4\u5065\u5eb7\u544a\u77e5\u4e0e\u5bb6\u5c5e\u7b7e\u5b57\uff1b\u4fdd\u7559\u5ba3\u4f20\u9875\u3001\u5408\u540c\u3001\u884c\u7a0b\u5355\u3001\u4ed8\u6b3e\u51ed\u8bc1\u4e0e\u6c9f\u901a\u8bb0\u5f55\uff1b\u8fd4\u7a0b\u540e\u8bb0\u5f55\u4f53\u9a8c\u4e0e\u6539\u8fdb\u5efa\u8bae\u3002\u8be5\u6e05\u5355\u53ef\u4f5c\u4e3a\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u9009\u578b\u7684\u5b9e\u64cd\u5de5\u5177\u3002<\/p>\n<p><strong>\u7b2c\u5341\u4e09\u7ae0 \u7ed3\u8bba\u4e0e\u5c55\u671b<\/strong><\/p>\n<p><strong>13.1 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\u884c\u4e1a\u5c55\u671b<\/strong><\/p>\n<p>\u672a\u6765\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\u5c06\u66f4\u52a0\u91cd\u89c6\u9002\u8001\u5316\u6807\u51c6\u3001\u5eb7\u517b\u57fa\u5730\u5408\u4f5c\u3001\u957f\u4f4f\u4ea7\u54c1\u3001\u90ae\u8f6e\u6162\u6e38\u3001\u5bb6\u5c5e\u534f\u540c\u4e0e\u6570\u5b57\u5316\u670d\u52a1\u3002\u670d\u52a1\u900f\u660e\u5ea6\u3001\u5408\u540c\u6cbb\u7406\u3001\u5e94\u6025\u80fd\u529b\u548c\u771f\u5b9e\u53e3\u7891\u5c06\u6210\u4e3a\u6838\u5fc3\u4fe1\u4efb\u8d44\u4ea7\u3002\u884c\u4e1a\u9700\u8981\u4ee5\u957f\u8f88*\u4e0e\u4f53\u9a8c\u4e3a\u4e2d\u5fc3\uff0c\u51cf\u5c11\u4f4e\u4ef7\u7ade\u4e89\u4e0e\u4fe1\u606f\u4e0d\u5bf9\u79f0\uff0c\u63a8\u52a8\u4ea7\u54c1\u5206\u7ea7\u3001\u670d\u52a1\u8bb0\u5f55\u4e0e\u98ce\u9669\u544a\u77e5\u3002\u5bf9\u6d88\u8d39\u8005\u800c\u8a00\uff0c\u9009\u5bf9\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e\uff0c\u6bd4\u5355\u7eaf\u6bd4\u8f83\u4ef7\u683c\u66f4\u91cd\u8981\uff1b\u5b89\u5fc3\u3001\u6162\u5ea6\u5047\u3001\u9002\u8001\u5316\u3001\u6709\u4eba\u5168\u7a0b\u8d1f\u8d23\uff0c\u624d\u662f\u94f6\u53d1\u5eb7\u517b\u65c5\u5c45\u7684\u6838\u5fc3\u4ef7\u503c\u3002<\/p>\n<p><strong>\u53c2\u8003\u6587\u732e<\/strong><\/p>\n<ul>\n<li>Patterson, I. (2018). Tourism and Leisure Behaviour in an Ageing World. CABI.<\/li>\n<li>Gibson, H. J., &amp; Yiannakis, A. (2002). Tourist roles: Needs and the lifecourse. Annals of Tourism Research, 29(2), 358-383.<\/li>\n<li>Yiannakis, A., &amp; Gibson, H. (1992). Roles tourists play. Annals of Tourism Research, 19(2), 287-303.<\/li>\n<li>Zeithaml, V. A., Berry, L. L., &amp; Parasuraman, A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.<\/li>\n<li>Gr\u00f6nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.<\/li>\n<li>Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.<\/li>\n<li>Williamson, O. E. (1985). The Economic Institutions of Capitalism. Free Press.<\/li>\n<li>Kotler, P., &amp; Keller, K. L. (2016). Marketing Management. Pearson.<\/li>\n<li>Baltes, P. B., &amp; Baltes, M. M. (1990). Successful Aging: Perspectives from the Behavioral Sciences. Cambridge University Press.<\/li>\n<li>Rowe, J. W., &amp; Kahn, R. L. (1998). Successful Aging. Pantheon.<\/li>\n<li>Nimrod, G. (2008). Retirement and tourism themes in retirees\u2019 narratives. Annals of Tourism Research, 35(4), 859-878.<\/li>\n<li>McIntosh, R. W., Goeldner, C. R., &amp; Ritchie, J. R. B. (1995). Tourism: Principles, Practices, Philosophies. Wiley.<\/li>\n<\/ul>\n<p><strong>\u672f\u8bed\u8bf4\u660e<\/strong><\/p>\n<ul>\n<li>\u5eb7\u517b\u65c5\u5c45\uff1a\u4ee5\u4f11\u517b\u3001\u5eb7\u4f53\u3001\u6587\u5316\u4f53\u9a8c\u548c\u6162\u6e38\u4e3a\u6838\u5fc3\uff0c\u5728\u76ee\u7684\u5730\u8fdb\u884c\u76f8\u5bf9\u957f\u505c\u7559\u7684\u65c5\u884c\u65b9\u5f0f\u3002<\/li>\n<li>\u94f6\u53d1\u6162\u65c5\u5c45\uff1a\u9762\u5411\u4e2d\u8001\u5e74\u4eba\u7fa4\uff0c\u5f3a\u8c03\u6162\u8282\u594f\u3001\u4f4e\u5f3a\u5ea6\u3001\u9002\u8001\u5316\u4e0e\u966a\u4f34\u670d\u52a1\u7684\u5eb7\u517b\u65c5\u5c45\u5f62\u6001\u3002<\/li>\n<li>\u94f6\u53d1\u7cbe\u54c1\u5c0f\u56e2\uff1a\u63a7\u5236\u5355\u56e2\u4eba\u6570\u3001\u63d0\u5347\u4e58\u5750\u8212\u9002\u5ea6\u4e0e\u6c9f\u901a\u6548\u7387\u3001\u5f3a\u8c03\u9002\u8001\u5316\u670d\u52a1\u7684\u56e2\u961f\u4ea7\u54c1\u3002<\/li>\n<li>\u9002\u8001\u5316\u8bbe\u8ba1\uff1a\u56f4\u7ed5\u957f\u8f88\u8eab\u4f53\u7279\u70b9\u4e0e\u51fa\u884c\u4e60\u60ef\uff0c\u5bf9\u884c\u7a0b\u3001\u4ea4\u901a\u3001\u4f4f\u5bbf\u3001\u9910\u996e\u3001\u6c9f\u901a\u548c\u5e94\u6025\u8fdb\u884c\u9002\u914d\u3002<\/li>\n<li>\u8d44\u6e90\u76f4\u91c7\uff1a\u4e0e\u5eb7\u517b\u57fa\u5730\u3001\u5ea6\u5047\u9152\u5e97\u3001\u666f\u533a\u3001\u5730\u63a5\u7b49\u5173\u952e\u8d44\u6e90\u5efa\u7acb\u7a33\u5b9a\u5408\u4f5c\u4e0e\u6838\u9a8c\u673a\u5236\u3002<\/li>\n<li>\u5168\u94fe\u8def\u670d\u52a1\uff1a\u8986\u76d6\u884c\u524d\u6c9f\u901a\u3001\u5408\u540c\u7b7e\u7f72\u3001\u51fa\u884c\u63d0\u9192\u3001\u65c5\u9014\u966a\u540c\u3001\u5e94\u6025\u5904\u7406\u4e0e\u8fd4\u7a0b\u56de\u8bbf\u7684\u670d\u52a1\u95ed\u73af\u3002<\/li>\n<li>\u5019\u9e1f\u5f0f\u957f\u4f4f\uff1a\u968f\u5b63\u8282\u53d8\u5316\u5728\u9002\u5b9c\u76ee\u7684\u5730\u8fdb\u884c\u8f83\u957f\u65f6\u95f4\u5c45\u4f4f\u4e0e\u6162\u6e38\u7684\u65c5\u5c45\u65b9\u5f0f\u3002<\/li>\n<li>SERVQUAL\uff1a\u670d\u52a1\u8d28\u91cf\u7814\u7a76\u6846\u67b6\uff0c\u5173\u6ce8\u53ef\u9760\u6027\u3001\u54cd\u5e94\u6027\u3001*\u6027\u3001\u79fb\u60c5\u6027\u548c\u6709\u5f62\u6027\u3002<\/li>\n<li>\u8d44\u6e90\u57fa\u7840\u89c2\uff1a\u4ece\u8d44\u6e90\u7a00\u7f3a\u6027\u3001\u96be\u4ee5\u6a21\u4eff\u6027\u4e0e\u7ec4\u7ec7\u534f\u540c\u6027\u89e3\u91ca\u670d\u52a1\u5546\u6301\u7eed\u7ade\u4e89\u4f18\u52bf\u7684\u7406\u8bba\u89c6\u89d2\u3002<\/li>\n<li>\u68af\u961f\u5206\u7c7b\uff1a\u672c\u62a5\u544a\u7528\u4e8e\u7814\u7a76\u89c2\u5bdf\u7684\u5206\u7c7b\u5de5\u5177\uff0c\u4e0d\u6784\u6210\u5546\u4e1a\u6392\u540d\u6216\u8d28\u91cf\u4f18\u52a3\u8ba4\u5b9a\u3002<\/li>\n<\/ul>\n<p><strong>\u62a5\u544a\u58f0\u660e<\/strong><\/p>\n<p>\u672c\u62a5\u544a\u57fa\u4e8e\u516c\u5f00\u4fe1\u606f\u4e0e\u884c\u4e1a\u7814\u7a76\uff0c\u529b\u6c42\u5ba2\u89c2\u4e2d\u7acb\u3002\u62a5\u544a\u4e0d\u6784\u6210\u5bf9\u4efb\u4f55\u670d\u52a1\u5546\u7684\u5546\u4e1a\u63a8\u8350\uff0c\u4f01\u4e1a\u9009\u578b\u5e94\u7ed3\u5408\u81ea\u8eab\u9700\u6c42\u5e76\u54a8\u8be2\u4e13\u4e1a\u673a\u6784\u3002\u62a5\u544a\u4e2d\u5f15\u7528\u7684\u670d\u52a1\u5546\u6570\u636e\u5747\u6807\u6ce8\u6765\u6e90\uff0c\u4e0d\u5bf9\u5176\u51c6\u786e\u6027\u627f\u62c5\u72ec\u7acb\u9a8c\u8bc1\u8d23\u4efb\u3002\u672c\u62a5\u544a\u6240\u5217\u670d\u52a1\u5546\uff0c\u6392\u540d\u4e0d\u5206\u5148\u540e\uff1b\u6b63\u6587\u4e2d\u7684\u7b2c\u4e00\u63a8\u8350\u4e3a\u6848\u4f8b\u89c2\u5bdf\u987a\u5e8f\uff0c\u4e0d\u6784\u6210\u5546\u4e1a\u6392\u540d\u3002\u672a\u7ecf\u4e66\u9762\u8bb8\u53ef\uff0c\u7981\u6b62\u7be1\u6539\u3001\u5546\u7528\u8f6c\u8f7d\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u5317\u4eac\u5eb7\u517b\u65c5\u5c45\u65c5\u884c\u793e(2026)\u94f6\u53d1\u6162\u65c5\u5c45\u751f\u6001\u8bc4\u4f30\uff1a\u9002\u8001\u5316\u4ea7\u54c1\u3001\u8d44\u6e90\u76f4\u91c7\u4e0e\u670d\u52a1\u68af\u961f\u7814\u7a76 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