“携程捆绑营销”看旅游消费者权益保护——基于利益相关者理论视角摘 要针对“携程捆绑销售事件”暴露出的旅游市场中旅游经营者违法经营、监管部门不管、旅游消费者权益受损等旅游乱象，论文提出了这样一个观点，即造成“携程捆绑销售事件”的根本原因在于利益相关者的利益诉求冲突，从根本上杜绝“携程捆绑销售事件”此类事件发生、做好旅游消费者权益保护工作的关键在于统筹利益相关者的利益诉求、协调利益相关者的利益冲突。因此，本文引入利益相关者理论，首先，界定了“携程捆绑销售事件”中的利益相关者，然后，采用问卷调查法统计“携程捆绑销售事件”中利益相关者的利益诉求，再根据统计结果分析利益相关者的诉求冲突并探究其成因，从而形成调解利益相关者矛盾冲突的方法。最后，基于上述方法，对预防“携程捆绑销售事件”此类事件发生、做好旅游消费者权益保护工作提出系统对策：一是依法治旅，即不断完善以《中华人民共和国旅游法》为核心的旅游法律体系，做好法律法规的宣传培训工作；二是共同参与，即 “携程捆绑销售事件”中的利益相关者---政府、旅游经营者、旅游消费者共同履责到位，表现为旅游主管部门提高依法治旅水平、旅游经营者依法经营优化服务、旅游消费者提升素养、当地居民参与共建。关键词：携程捆绑销售事件利益相关者 PAGE \* MERGEFORMAT 6Viewing TheProtectionOfTourismConsumers ' rights and Interests From "Ctrip bundled marketing"-Based On The Theoretical Perspective Of StakeholdersAbstractIn view of the tourist chaos such as the illegal operation of tourism operators in the tourism market and the damage to the interests of tourism consumers, regardless of the "Ctrip bundled sales Incident", the paper puts forward the view that the root cause of the "Ctrip bundled sales incident" lies in the conflict of interest claims of stakeholders and fundamentally eliminates the " Ctrip bundled sales Events "The key to the protection of the rights and interests of tourism consumers lies in the coordination of the interests of stakeholders and the reconciliation of conflicts of interest between stakeholders." Therefore, this...
