[雙語(yǔ)翻譯]服務(wù)質(zhì)量外文翻譯--旅游業(yè)服務(wù)質(zhì)量的測(cè)度（原文）

1、 Procedia - Social and Behavioral Sciences 221 ( 2016 ) 294 – 301 Available online at www.sciencedirect.com1877-0428 © 2016 The Authors. Published by Elsevier Ltd. This is an open access article under the CC

2、BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under responsibility of SIM 2015 / 13th International Symposium in Management doi: 10.1016/j.sbspro.2016.05.118 ScienceDirectSIM 2015 /

3、13th International Symposium in Management Measuring Service Quality in Tourism Industry Mihail Aurel ?î?ua*, Andreea Simina R?uleaa, ?tefan ?î?ub aLucian Blaga University of Sibiu, 10, Victoriei Bd, Sibiu, 550

4、024, România bUniversity of Medicine and Pharmacy “Iuliu Ha?ieganu” Cluj Napoca, 8 Victor Babe? Street, 400012, România Abstract The expansion of the service sector, the stronger competition resulting from glo

5、balization and deregulation, and the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy an

6、d the growing competition in the global tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism,

7、 organizations need to know what their competitive advantage is and what capabilities they need to grow and maintain. The aim of this paper is to analyze the customer satisfaction in the tourism area in order to emphasi

8、ze the need for better quality and innovative services. © 2015 The Authors. Published by Elsevier Ltd. Peer-review under responsibility of SIM 2015 / 13th International Symposium in Management. Keywords: tourism,

9、quality, quality management, customer satisfaction, learning organization. 1. Tourism - an industry in continuing evolution Tourism is the world’s largest industry and makes a major contribution to the economies of most

10、developed and developing countries because it is being used as a ubiquitous vehicle for economic development and diversification and an integral element of economic development policy at a local, regional and national

11、level (Sharpley, Richard and Telfer & David J. 2002). * Corresponding author. E-mail address: mihail.titu@ulbsibiu.ro © 2016 The Authors. Published by Elsevier Ltd. This is an open access article under the

12、CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under responsibility of SIM 2015 / 13th International Symposium in Management296 Mihail Aurel ?î?u et al. / Procedia - Social

13、and Behavioral Sciences 221 ( 2016 ) 294 – 301 more than one day need a place to sleep and rest and there are various types of lodging across the world to accommodate for this. Fig. 1 Direct and total contributio

14、n of travel and tourism to the global economy from 2006 to 2014 (in trillion U.S. dollars) Source: Statista 2015 http://www.statista.com/statistics/233223/travel-and-tourism--total-economic-contribution-worldwide/ A numb

15、er of countries, such as France and the United States, are consistently popular tourism destinations, but other, less well-known countries (Namibia, Montenegro, Zambia, Angola) are quickly emerging in order to reap the

16、 economic benefits of the industry. In 2013, global international tourism revenue reached approximately 1.16 trillion U.S. dollars, having almost doubled since 2005. In 2014, the occupancy rate of hotels in all global r

17、egions had increased year-on-year for the past couple of years, suggesting more demand for the industry. Europe was the region with the highest occupancy rate in 2014 at 68.8 percent, closely followed by the Asia Pacif

18、ic region at 68.6 percent. In the same year, the Middle East and Africa was the most expensive region for hotels with an average daily rate of 165.97 U.S. dollars. The Americas is generally the cheapest region each yea