澳门特别行政区政府旅游局自2014年起推出“星级旅游服务认可计划”,目标是提升旅游业服务质量和水平,建立平台引导业界自我改善服务质量,并表扬提供卓越服务及推行优良服务管理的商户。在回顾澳门旅游业服务质量的宏观背景、基本特征及存在问题的基础上,通过检视该计划执行至今首三届的实施状况、分析旅游业界的参与及其互动关系,评述该计划的有效性,并对该计划的未来发展和优化提出若干建议。
The Macau Government Tourist Office launches the “Quality Tourism Services Accreditation Scheme” in 2014. Objectives of the program are to revisit the standards of tourism service in Macau and to establish a platform encouraging the tourism industries for their self-improvement of service quality. This paper reviews the current situations and problems of the industries in Macau,reviews and examines the details and execution of program,as well as evaluates the effectiveness of the program with recommendations for future improvement.
Keywords: | MacauQuality Tourism Services Accreditation SchemeService QualityService Management System |