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首页> 外文期刊>Journal of travel research >Measuring Quality of Information Services: Combining Mystery Shopping and Customer Satisfaction Research to Assess the Performance of Tourist Offices
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Measuring Quality of Information Services: Combining Mystery Shopping and Customer Satisfaction Research to Assess the Performance of Tourist Offices

机译：衡量信息服务质量：结合神秘购物和顾客满意度研究来评估旅游办公室的绩效

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摘要

Tourist information offices (TIOs) are an important external information source in the tourists' decision-making process. Assessing the quality of TIO information services implies measuring both technical quality, that is, the outcome of the service performance, and functional quality, that is, the quality of the whole delivery process. The article presents a methodology to correlate and combine mystery shopping and customer satisfaction research in order to assess the overall performance of TIOs at destination and discusses the effectiveness of this approach compared with a separate application of the two methods. The study is part of a project aimed at providing local authorities and TIO office managers in the mountain areas of Italy and Austria with an integrated and user-friendly tool to monitor the quality of information delivered to tourists both before and during their visit, evaluate the management of information services and make benchmark comparisons in the future.
机译：旅游信息办公室（TIO）是游客决策过程中的重要外部信息源。评估TIO信息服务的质量意味着要衡量技术质量（即服务性能的结果）和功能质量（即整个交付过程的质量）。本文介绍了一种方法，可以将神秘购物和客户满意度研究进行关联和组合，以评估目的地TIO的总体性能，并与两种方法的单独应用相比，讨论了这种方法的有效性。该研究是一个项目的一部分，该项目旨在为意大利和奥地利山区的地方当局和TIO办公室经理提供一个集成且用户友好的工具，以监控在访问之前和访问期间向游客传递的信息质量，管理信息服务，并在将来进行基准比较。

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