国外旅游者抱怨研究综述.PDF

DOI:10.13959/j.issn.1003-2398.2013.02.010 人文地理 2013年第2期总第130期 文章编号： （ ） 1003-2398 2013 02-0032-06 国外旅游者抱怨研究综述 胥兴安 张梦 ， （西 南财 经大学 工商 管理学院 ，成都 611130 ） A STUDY REVIEW ON OVERSEAS TOURISTS COMPLAINTS XU Xing-an, ZHANG Meng (School of Business Administration, Southwestern University of Finance and Economics, Cheng du 611130, China) Abstract: The issue of tourists complaints has aroused worldwide concern since the 1980s and its research was derived from consumer behavior research. This paper made an analysis of relevant literatures regarding tourists complaints. This paper, after conducting a literature review regarding tourists complaints, hold the view that four themes about overseas researches on tourists complaints were: constraining factors and reasons of tourists complaints; contents of tourists complaints; behavioral patterns of tourists complaints; controls of tourists complaints. Every theme has been summarized in the hope of providing references for the related re- search and practice of tourists complaints in China. Study found that constraints of tourists complaints in- cluded time, familiarity, communication, involvement, holiday mood and cultural differences; tourists dis- contentment was necessary but not s