基于 Kano 模型的智慧旅游技术与服务特性分类研究

悦 殷(国民大学TED大学院，韩国)
荣焕 潘(国民大学TED大学院，韩国)

摘要

随着智慧旅游的快速发展，理解和分类不同的旅游技术与服务特性对于提升游客体验至关重要。论文基于Kano模型，通过对不同智慧旅游服务特性的分类研究，探讨了智慧旅游技术与服务特性对游客满意度的影响。通过问卷调查和数据分析，论文将智慧旅游技术与服务特性分类为必需品、期望品、魅力品和无差异品，并提出相应的改进建议。研究结果显示，增强现实体验和互动娱乐设施等创新技术对提升游客满意度具有显著作用，而基础支付和安防功能则主要作为必需品满足游客基本需求。

关键词

智慧旅游；Kano模型；技术与服务特性；分类研究

参考

Ye B H, Ye H, Law R. Systematic review of smart tourism research[J]. Sustainability, 2020,12(8):3401.

张凌云,黎巎,刘敏.智慧旅游的基本概念与理论体系[J].旅游学刊,2012,27(5):66-73.

Gajdošík T, Orelová A. Smart technologies for smart tourism development[C]//Artificial Intelligence and Bioinspired Computational Methods: Proceedings of the 9th Computer Science On-line Conference 2020, Vol. 2 9. Springer International Publishing, 2020:333-343.

Gretzel U, Sigala M, Xiang Z, et al. Smart tourism: foundations and developments[J]. Electronic markets, 2015,25:179-188.

Li Y, Hu C, Huang C, et al. The concept of smart tourism in the context of tourism information services[J]. Tourism management, 2017,58:293-300.

Mikulić J, Prebežac D. A critical review of techniques for classifying quality attributes in the Kano model[J]. Managing Service Quality: An International Journal, 2011,21(1):46-66.

Xu Q, Jiao R J, Yang X, et al. An analytical Kano model for customer need analysis[J]. Design studies, 2009,30(1):87-110.

Sharif Ullah A M M, Tamaki J. Analysis of Kano-model-based customer needs for product development[J]. Systems Engineering, 2011,14(2):154-172.

Hu H, Li C. Smart tourism products and services design based on user experience under the background of big data[J]. Soft Computing, 2023,27(17):12711-12724.

Buhalis D, Amaranggana A. Smart tourism destinations enhancing tourism experience through personalisation of services[C]//Information and Communication Technologies in Tourism 2015: Proceedings of the International Conference in Lugano, Switzerland, February 3-6, 2015. Springer International Publishing, 2015:377-389.

Li Y, Hu C, Huang C, et al. The concept of smart tourism in the context of tourism information services[J]. Tourism management, 2017,58:293-300.

Akdu U. Smart tourism: issues, challenges and opportunities[J]. The Emerald handbook of ICT in tourism and hospitality, 2020:291-308.

Wang X, Zhen F, Tang J, et al. Applications, experiences, and challenges of smart tourism development in China[J]. Journal of Urban Technology, 2022,29(4):101-126.

梁军,黄骞.从数字城市到智慧城市的技术发展机遇与挑战[J].地理信息世界,2013.

Hamid R A, Albahri A S, Alwan J K, et al. How smart is e-tourism? A systematic review of smart tourism recommendation system applying data management[J]. Computer Science Review, 2021, 39:100337.

Kock F, Berbekova A, Assaf A G. Understanding and managing the threat of common method bias: Detection, prevention and control[J]. Tourism Management, 2021,86:104330.

Kline P. An easy guide to factor analysis[M]. Routledge, 2014.

Madzík P. Increasing accuracy of the Kano model-a case study[J]. Total Quality Management & Business Excellence, 2018,29(3-4):387-409.

DOI: http://dx.doi.org/10.12345/cai.v3i9.21117