摘要
文化遗产人员解说是文化遗产与游客联系的纽带,能够增强游客的文化体验,促进文化遗产价值的活化、传承与创新,实现对文化遗产的功能重构和价值实现。文章以北京故宫为例,基于游客感知角度,运用LSTM-IPA混合分析法,对文化遗产人员解说服务质量各维度感知重要性与满意度排序差异进行了比较研究。研究表明:(1)游客对故宫人员解说服务质量评估指标存在一定的感知差异;(2)游客对故宫解说线路和解说技巧满意度不高;(3)故宫人员解说服务亟需提升的因素包括讲解方式、讲解线路、讲解互动等。上述发现进一步厘清了人员解说服务与游客体验之间的关系。文章在此基础上提出文化遗产景区人员解说服务质量提升的思路和策略,也为其他文化遗产目的地提高人员解说服务质量和水平提供参考。
Cultural heritage sites are linked to tourists by docents’interpretation,which can enhance the cultural experience of tourists,activate,inherit and innovate the value of the cultural heritage sites,reconstruct their functions,and realize their values as well.This paper made a case study of the Palace Museum’s interpretation service from tourists’perspective by making a LSTM-IPA analysis with a sample T test and a IPA factor analysis based on a comparison of the importance and satisfaction degree of multi-dimensional perception.The results are:(1)There are some differences in tourists’perception of the evaluation indexes of interpretation service quality in the Palace Museum;(2)Tourists are least satisfied with Palace Museum’s route design and the docents’interpretation skills;(3)Services for improvements include a more vigorous and interesting way of interpretation,a better designed route of tour and more patient responses to tourists’inquires.These results make it clear that tourists’experience and satisfaction are closely related to docents’interpretation service.Based on the findings,this paper offered some practicable approaches and strategies for promoting the service level and skills of the docents for the reference of other cultural heritage sites.
作者
郑治伟
罗兹柏
张晓燕
ZHENG Zhiwei;LUO Zibai;ZHANG Xiaoyan(School of Hospitality Management,China University of Labor Relations,Beijing 100048,China;College of Geography and Tourism,Chongqing Normal University,Chongqing 401331,China;College of Economics&Management,China Three Gorges University,Yichang 443002,China)
出处
《旅游科学》
北大核心
2023年第4期129-143,共15页
Tourism Science
基金
国家社会科学基金青年项目“乡村振兴战略视角下武陵民族地区国家农业公园发展路径研究”(19BMZ085)
中国劳动关系学院一般项目“文旅融合视角下的北京博物馆旅游满意度研究”(19YYJS009)。
关键词
北京故宫
LSTM-IPA
文化遗产
人员解说
服务质量评估
The Palace Museum
LSTM-IPA
cultural heritage sites
docents’interpretation
evaluation of interpretation service quality
