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首页> 外文会议>International Conference on Service Systems and Service Management(ICSSSM'04) vol.2; 20040719-21; Beijing(CN) >Exploring service systems from a consumer perspective: participant observation in the tourism industry
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Exploring service systems from a consumer perspective: participant observation in the tourism industry

机译：从消费者角度探索服务系统：旅游业中的参与者观察

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摘要

A study of consumer behavior within service management frequently requires the use of techniques that reach to the core of consumer thoughts, actions and feelings. This paper analyses the rationale that can lead to the choice of a research tool such as participant observation within a service industry case - the tourism industry and a specific research study of tourists on a long-haul tour. The advantages of participant observation with regard to the description, analysis and evaluation of service situations are favourably contrasted with customer service questionnaires - although, of course, the need for triangulation is also stressed. The paper outlines some of the key practical issues that are confronted through the participant observation technique. The focus of the specific research study relates to tourist satisfaction but it is envisaged and explained how other research areas and service management questions can be investigated through the technique. Consequently, it is suggested that both academic researchers and commercial organisations might consider the wider adoption of the technique. The thoughts, actions and feelings of the consumer are better viewed from within, rather than from outside, the context of the service experience.
机译：在服务管理中对消费者行为的研究经常需要使用达到消费者思想，行为和情感核心的技术。本文分析了可能导致选择诸如服务业案例中的参与者观察之类的研究工具的理论依据-旅游业以及针对长途旅行的游客的具体研究。与客户服务调查表相比，参与者观察在描述，分析和评估服务状况方面的优势得到了很好的反差，尽管当然也强调了三角剖分的必要性。本文概述了参与者观察技术面临的一些关键实际问题。具体研究的重点与游客满意度有关，但可以设想并解释如何通过该技术调查其他研究领域和服务管理问题。因此，建议学术研究人员和商业组织都应考虑更广泛地采用该技术。从服务体验的内部而不是外部可以更好地了解消费者的思想，行为和感受。

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