本科论文目 录摘 要.......................................................IAbstract................................................................................................................II引 言...............................................................................................................11 国内外研究综述................................................................................................31.1 服务质量研究综述...................................................................................31.2 游客满意度研究综述...............................................................................32 相关理论基础...................................................................................................52.1 服务公平性理论.......................................................................................52.2 边际效用价值理论..................................................................................52.3 顾客满意度理论......................................................................................53 研究对象及方法................................................................................................73.1 研究对象...................................................................................................73.2 研究方法..................................................................................................74 全陪导游服务质量满意度调查分析...............................................................74.1 问卷设计与实施过程...............................................................................84.2 数据分析...................................................................................................84.3 全陪导游服务质量满意度分析............................................................105 沈阳市全陪导游服务质量存在的问题..........................................................155.1 全陪导游讲解水平不足.................................................................
