Article(id=1321859300838982232, tenantId=1146029695717560320, journalId=1146123222451335185, issueId=1321859155875447797, articleNumber=PA20260928_PKZSWrxg, orderNo=null, doi=null, pmid=null, cstr=null, oa=null, hot=null, price=null, onlineType=0, articleFormat=0, articleType=null, articleTypeStr=null, receivedDate=1774454400000, receivedDateStr=2026-03-26, revisedDate=null, revisedDateStr=null, acceptedDate=null, acceptedDateStr=null, onlineDate=1793085416278, onlineDateStr=2026-10-27, pubDate=1783612800000, pubDateStr=2026-07-10, doiRegisterDate=null, doiRegisterDateStr=null, onlineIssueDate=1793085416278, onlineIssueDateStr=2026-10-27, onlineJustAcceptDate=null, onlineJustAcceptDateStr=null, onlineFirstDate=null, onlineFirstDateStr=null, sourceXml=null, magXml=null, createTime=1793085416278, creator=admin, updateTime=1793085416278, updator=admin, issue=Issue{id=1321859155875447797, tenantId=1146029695717560320, journalId=1146123222451335185, year='2026', volume='26', issue='13', pageStart='1', pageEnd='298', issueExtLink='null', onlineDate='null', pubDate='1783612800000', pubDateStr='2026-07-10', beforeIssueId=null, nextIssueId=null, price=null, status=1, issueComplete=0, articleOrder=1, issueType=-1, specialIssue=null, createTime=1793085381716, creator='ztmeta', updateTime=1793085798385, updator='13701087609', preIssue=null, nextIssue=null, articleTotal=null, ext={EN=IssueExt(id=1321860903591592083, tenantId=1146029695717560320, journalId=1146123222451335185, issueId=1321859155875447797, language=EN, specialIssueTitle=, coverIllustrator=null, specialIssueEditor=, specialIssueAbout=), CN=IssueExt(id=1321860903591592084, tenantId=1146029695717560320, journalId=1146123222451335185, issueId=1321859155875447797, language=CN, specialIssueTitle=, coverIllustrator=null, specialIssueEditor=, specialIssueAbout=)}, issueFiles=null, downloadFileDto=null}, startPage=101, endPage=106, ext={CN=ArticleExt(id=1321859302097273445, articleId=1321859300838982232, tenantId=1146029695717560320, journalId=1146123222451335185, language=CN, title=张家界入境旅游服务质量评价及提升策略, columnId=null, journalTitle=科技和产业, columnName=null, runingTitle=null, highlight=null, articleAbstract=

随着入境旅游市场快速复苏,服务质量已成为旅游目的地核心竞争力的关键要素。张家界作为世界自然遗产地和知名国际旅游目的地,国际化进程加速与服务供给不足的矛盾日益凸显。基于SERVQUAL(服务质量)模型从有形性、可靠性、响应性、保证性、移情性5个维度构建评价指标体系,对张家界入境旅游服务质量进行量化测评。结果显示,张家界入境旅游服务质量总体得分为+0.22,表明游客实际感受略高于期望值,服务质量整体优秀,但响应性维度出现负向差距成为薄弱环节,景区在服务响应及时性、个性化服务、期望管理等方面存在不足。张家界应优化响应机制、提升个性化服务能力、强化期望管理、健全监测机制。研究成果丰富了入境旅游服务质量评价理论,为张家界及同类目的地提供了实践参考。

, authors=null, authorsList=null, authorCompany=null, correspAuthors=null, authorNote=null, correspAuthorsNote=null, copyrightStatement=null, copyrightOwner=null, extLink=null, articleAbsUrl=null, sourceXml=null, magXml=null, pdfUrl=https://oss.bj-dx-dzqywjd-hlw-icp.inspurcloudoss.com:6063/cast-journal-prod/46f4756b74e74059b3555166f1a18493.pdf?response-content-disposition=attachment%3B%20filename%3D%221671-1807-2026-13-0101.pdf%22&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20261027T065704Z&X-Amz-SignedHeaders=host&X-Amz-Expires=604800&X-Amz-Credential=NjRlNmUzOGMtM2Y3OC00MDQ3LThkMmYtN2JkODRmYmI3MTgw%2F20261027%2Fbj-dx-dzqywjd-hlw-icp%2Fs3%2Faws4_request&X-Amz-Signature=4fb96bfc92e9d7f08643f8ea33328a76228c8d16d58d55451fa8e3ea5304a820, pdf=qXfUtUtE6DLh40VnADjCsw==, pdfFileSize=null, pdfExtLink=null, richHtmlUrl=null, mobilePdfUrl=null, reviewReport=null, pdfFirstPage=null, abstractGraph=null, abstractGraphContent=null, abstractVideo=null, citation=null, cebUrl=null, magXmlContent=null, mapNumber=null, fund=null)}, authors=[Author(id=1321859302483149422, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, orderNo=1, firstName=null, middleName=null, lastName=null, nameCn=张珂, orcid=null, stid=null, country=null, authorPic=null, dead=null, email=[], emailSecond=null, emailThird=null, correspondingAuthor=0, authorType=2, ext={CN=AuthorExt(id=1321859302550258288, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, authorId=1321859302483149422, language=CN, stringName=张珂, firstName=null, middleName=null, lastName=null, prefix=null, suffix=null, authorComment=null, nameInitials=null, affiliation=null, department=null, xref=¹,, address=² 吉首大学旅游与城乡规划学院,张家界427000, bio=张珂: 吉首大学旅游与城乡规划学院,张家界427000 张珂(2002—),女,江苏泰兴人,硕士研究生,研究方向为旅游地管理, bioImg=null, bioContent=null, aboutCorrespAuthor=null)}, companyList=null), Author(id=1321859302638338674, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, orderNo=2, firstName=null, middleName=null, lastName=null, nameCn=罗聪, orcid=null, stid=null, country=null, authorPic=null, dead=null, email=[], emailSecond=null, emailThird=null, correspondingAuthor=0, authorType=2, ext={CN=AuthorExt(id=1321859302722224756, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, authorId=1321859302638338674, language=CN, stringName=罗聪, firstName=null, middleName=null, lastName=null, prefix=null, suffix=null, authorComment=null, nameInitials=null, affiliation=null, department=null, xref=¹,, address=² 吉首大学旅游与城乡规划学院,张家界427000, bio=罗聪: 吉首大学旅游与城乡规划学院,张家界427000 罗聪(1994—),男,湖南长沙人,硕士研究生,研究方向为旅游管理, bioImg=null, bioContent=null, aboutCorrespAuthor=null)}, companyList=null), Author(id=1321859302789333622, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, orderNo=3, firstName=null, middleName=null, lastName=null, nameCn=粟娟, orcid=null, stid=null, country=null, authorPic=null, dead=null, email=[], emailSecond=null, emailThird=null, correspondingAuthor=1, authorType=2, ext={CN=AuthorExt(id=1321859302856442488, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, authorId=1321859302789333622, language=CN, stringName=粟娟, firstName=null, middleName=null, lastName=null, prefix=null, suffix=null, authorComment=null, nameInitials=null, affiliation=null, department=null, xref=¹,, address=² 吉首大学旅游与城乡规划学院,张家界427000, bio=粟娟: 吉首大学旅游与城乡规划学院,张家界427000 粟娟(1973—),女,侗族,湖南怀化人,博士,教授,硕士研究生导师,研究方向为旅游地管理。* 粟娟(1973—),女,侗族,湖南怀化人,博士,教授,硕士研究生导师,研究方向为旅游地管理。, bioImg=null, bioContent=null, aboutCorrespAuthor=null)}, companyList=null)], keywords=[Keyword(id=1321859303124877947, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, language=CN, orderNo=1, keyword=入境旅游), Keyword(id=1321859303208764029, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, language=CN, orderNo=2, keyword=张家界), Keyword(id=1321859303527531135, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, language=CN, orderNo=3, keyword=服务质量), Keyword(id=1321859303632388737, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, language=CN, orderNo=4, keyword=SERVQUAL(服务质量)模型)], refs=null, funds=[Fund(id=1321859303821132420, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, awardId=2104567714891763714, language=CN, fundingSource=国家自然科学基金项目, fundOrder=null, country=null), Fund(id=1321859303938572935, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, awardId=2104567714891763715, language=CN, fundingSource=湖南省自然科学地区联合基金项目, fundOrder=null, country=null), Fund(id=1321859304051819144, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, awardId=2104567714895958017, language=CN, fundingSource=湖南省西部经济研究基地开放基金项目, fundOrder=null, country=null), Fund(id=1321859304139899529, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, awardId=2104567714895958018, language=CN, fundingSource=吉首大学研究生科研项目, fundOrder=null, country=null), Fund(id=1321859304202814091, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, awardId=2104567714895958019, language=CN, fundingSource=吉首大学科研创新项目, fundOrder=null, country=null)], companyList=[AuthorCompany(id=1321859302256657000, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, xref=1, ext=[AuthorCompanyExt(id=1321859302260851305, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, companyId=1321859302256657000, language=CN, country=null, province=null, city=null, postcode=null, companyName=吉首大学旅游与城乡规划学院,张家界427000, departmentName=null, remark=^1. 吉首大学旅游与城乡规划学院,张家界427000)]), AuthorCompany(id=1321859302336348780, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, xref=2^*, ext=[AuthorCompanyExt(id=1321859302348931693, tenantId=1146029695717560320, journalId=1146123222451335185, articleId=1321859300838982232, companyId=1321859302336348780, language=CN, country=null, province=null, city=null, postcode=null, companyName=吉首大学旅游与城乡规划学院,张家界427000, departmentName=null, remark=^2. 吉首大学旅游与城乡规划学院,张家界427000)])], figs=null, attaches=null, journal=Journal(id=1146119232468656133, delFlag=0, nameCn=科技和产业, nameEn=Science Technology and Industry, nameHistory1=null, nameHistory2=null, issn=1671-1807, eissn=, cn=11-4671/T, coden=null, periodic=3, language=CN, oaType=是, ccby=null, superviseOffice=null, ownerOffice=null, pubOffice=null, editorOffice=null, officeType=null, aims=null, clcCode=null, officeProv=null, officeCity=null, officeAddr=null, officeZip=null, officeEmail=null, officePhone=null, editDirector=null, officeDirector=null, officeDirectorPhone=null, officeStaffNum=null, officeEmpNum=null, coverPicUrl=65omA9nasEwsJtKyya4q2A==, journalPrice=null, startedYear=null, abbrevIsoEn=Sci Technol Ind, journalRemark=null, publicationField=null, createdTime=null, updatedTime=1788948806777, createdBy=null, updatedBy=13041195026, firstLetterCn=K, firstLetterEn=K, subjectCode=Multidisciplinary, subjectName=null, subjectCodeEn=Multidisciplinary, subjectNameEn=null, picCn=65omA9nasEwsJtKyya4q2A==, picEn=/wwFtLNQXxKpecNSjAf1AQ==, jcr=null, cjcr=null, exts=[JournalExt(id=1304509103758398326, language=CN, name=科技和产业, nameHistory1=null, nameHistory2=null, managedBy=中国科学技术协会, sponsoredBy=中国技术经济学会, publishedBy=《科技和产业》编辑部, editorOffice=, officeProv=null, officeCity=null, officeAddr=, officeZip=, editDirector=, officeDirector=null, officePhone=null, coverPicUrl=null, journalRemark=, submitArticleUrl=null, websiteUrl=http://www.kjhcy.org/kjycy/home, createdTime=1788948806943, updatedTime=1788948806943, createdBy=13041195026, updatedBy=13041195026, submissionGuidelinesUrl=http://www.kjhcy.org/kjycy/site/menu/20110121105642001, submissionAuthorUrl=http://www.kjhcy.org/kjycy/author/login, submissionEditorUrl=http://www.kjhcy.org/kjycy/editor/login, submissionReviewUrl=http://www.kjhcy.org/kjycy/user/login, submissionCeEditorUrl=, submissionAeEditorUrl=, option={"copyright":""}), JournalExt(id=1304509103808729975, language=EN, name=Science Technology and Industry, nameHistory1=null, nameHistory2=null, managedBy=, sponsoredBy=, publishedBy=, editorOffice=, officeProv=null, officeCity=null, officeAddr=, officeZip=, editDirector=, officeDirector=null, officePhone=null, coverPicUrl=null, journalRemark=, submitArticleUrl=null, websiteUrl=http://www.kjhcy.org/kjycy/home, createdTime=1788948806955, updatedTime=1788948806955, createdBy=13041195026, updatedBy=13041195026, submissionGuidelinesUrl=, submissionAuthorUrl=http://www.kjhcy.org/kjycy/author/login, submissionEditorUrl=http://www.kjhcy.org/kjycy/editor/login, submissionReviewUrl=http://www.kjhcy.org/kjycy/user/login, submissionCeEditorUrl=, submissionAeEditorUrl=, option={"copyright":""})], databaseList=null, tenantJournalId=1146123222451335185, websiteList=[Website(id=1148243202395595182, webName=null, webTitle=null, webDomain=null, webCopyrigh=null, webIpcNo=null, seoTitle=null, seoKeywords=null, seoDescription=null, tenantJournalId=null, journalId=1146123222451335185, journalNameCn=null, journalNameEn=null, grayFlag=null, tenantId=1146029695717560320, platformId=null, journalGroupId=null, journalGroupNameCn=null, journalGroupNameEn=null, type=1, domain=https://castjournals.cast.org.cn/joweb/kjhcy/CN, language=CN, createTime=1751692112778, createBy=18614031015, updateTime=1753522130587, updateBy=18614031015, name=科技和产业-中文站点, tplId=1146099689490845704, title=科技和产业, delFlag=0, indexPage=/home, props=[WebsiteProps(id=1155919343281103033, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1148243202395595182, code=articleTextType, value=kx, createTime=1753522247381, updateTime=1753522247381, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919343260131510, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1148243202395595182, code=banner, value=null, createTime=1753522247376, updateTime=1753522247376, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919343251742901, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1148243202395595182, code=logo, value=https://castjournals.cast.org.cn/joweb/kjdb/CN/file/pic?fileId=NeDGaoVSnAwTO5bjjrifjg==, createTime=1753522247374, updateTime=1753522247374, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919343272714424, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1148243202395595182, code=picServerUrl, value=https://castjournals.cast.org.cn/joweb/kjdb/CN/file/pic, createTime=1753522247379, updateTime=1753522247379, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919343268520119, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1148243202395595182, code=staticResourcePath, value=https://castjournals.cast.org.cn/joweb/cast_kjdb_cn_619/, createTime=1753522247378, updateTime=1753522247378, creator=18614031015, updator=18614031015)]), Website(id=1155919131955314719, webName=null, webTitle=null, webDomain=null, webCopyrigh=null, webIpcNo=null, seoTitle=null, seoKeywords=null, seoDescription=null, tenantJournalId=null, journalId=1146123222451335185, journalNameCn=null, journalNameEn=null, grayFlag=null, tenantId=1146029695717560320, platformId=null, journalGroupId=null, journalGroupNameCn=null, journalGroupNameEn=null, type=1, domain=https://castjournals.cast.org.cn/joweb/kjhcy/EN, language=EN, createTime=1753522197002, createBy=18614031015, updateTime=1753522207756, updateBy=18614031015, name=科技和产业-英文站点, tplId=1146101810881728533, title=Science Technology and Industry, delFlag=0, indexPage=/home, props=[WebsiteProps(id=1155919498877194448, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1155919131955314719, code=articleTextType, value=kx, createTime=1753522284478, updateTime=1753522284478, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919498860417229, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1155919131955314719, code=banner, value=null, createTime=1753522284474, updateTime=1753522284474, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919498852028620, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1155919131955314719, code=logo, value=https://castjournals.cast.org.cn/joweb/kjdb/CN/file/pic?fileId=NeDGaoVSnAwTO5bjjrifjg==, createTime=1753522284472, updateTime=1753522284472, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919498873000143, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1155919131955314719, code=picServerUrl, value=https://castjournals.cast.org.cn/joweb/kjdb/CN/file/pic, createTime=1753522284477, updateTime=1753522284477, creator=18614031015, updator=18614031015), WebsiteProps(id=1155919498864611534, tenantId=1146029695717560320, journalId=null, journalGroupId=null, siteId=1155919131955314719, code=staticResourcePath, value=https://castjournals.cast.org.cn/joweb/cast_kjdb_cn_619/, createTime=1753522284476, updateTime=1753522284476, creator=18614031015, updator=18614031015)])], journalTitle=科技和产业, weixinUrl=null, journalUrl=null, iacademicId=null, status=1, seqNo=null, journalTitleEn=Science Technology and Industry, journalPhotoCn=65omA9nasEwsJtKyya4q2A==, journalPhotoEn=/wwFtLNQXxKpecNSjAf1AQ==, journalFirstLetter=K, journalRecommend=null, journalNew=null, journalCollection=null, jcrJf=null, cjcrJf=null, jcrJfStr=null, cjcrJfStr=null, submissionFirstDecision=null, sciSubjectClassification=null, casSubjectClassification=null, citeScore=null, totalCitationFrequency=null, icpCode=null, psCode=null, advertisingLicenseCode=null, copyrightInformation=null, country=null, option=, provinceCode=null, provinceName=null, collectFlag=false, interPubPlatform=, interPubPlatformUrl=null), detailUrlCn=https://castjournals.cast.org.cn/joweb/kjhcy/CN/Y2026/V26/I13/101, detailUrlEn=https://castjournals.cast.org.cn/joweb/kjhcy/EN/Y2026/V26/I13/101, pdfUrlCn=https://castjournals.cast.org.cn/joweb/kjhcy/CN/PDF/Y2026/V26/I13/101, pdfUrlEn=https://castjournals.cast.org.cn/joweb/kjhcy/EN/PDF/Y2026/V26/I13/101, aliStartDate=null, aliEndDate=null, collectionFlag=false, citedCount=null, citedUrl=null, previewStatus=0, delFlag=0, hasFullText=0, orderTime=1783612800000, fullTextJson=null, articleText=null, reference=null)