Quality Service: the Sustainable Competition Strategy For China Tourism Industry (ID: 7-012)

摘要

This paper considers the low tourist satisfaction with travel agents' service in China today, a result found from the author's observation and interviews with fifty Northeastern University (NEU) staffs who just returned from their winter holiday group tours. In recent years, tourism service has a reputation for the poor quality provided with group travels. The author noted that poor quality and low-cost was a comfortable strategy taken by tourism service in the nationwide tourism market, a currently profitable and expanding market. It was also noted that with the promised World Trade Organization (WTO) process and international competition stepping in, domestic tourism market could not remain as "cozy" as before, a shift from low-cost-poor-service operation to quality service operation is in need, and quality service and differentiation with tourism products will present a sustainable competition strategy for a stand in tomorrow's market.