旅游体验质量评价述评:研究进展、要素解读与展望

旅游体验是游客情感价值的累积。旅游体验质量评价是对游客心理累积情感的测度，科学、准确的核算游客体验质量是旅游景区、旅游企业等可持续发展及竞争力提升的重要保障。本文通过对1980-2015年发表于国内外旅游及管理领域重要期刊文献的梳理，从服务质量研究的历史、科学视角及与旅游融合的角度对旅游体验质量评价的研究进展、理论基础等进行系统的回顾，并从体验质量评价的理论视角、思路、特征、类型与准确性、可操作性、应用范围等中观层面，对所梳理出的4类国外主流质量评价范式进行旅游体验哲学视角下的解读、比较分析和总评，最后对该领域未来研究重点进行展望。

A REVIEW ON THE QUALITY ASSESSMENT OF TOURISM EXPERIENCE: ADVANCES,ELEMENTS AND PROSPECTS

Tourism experience is the accumulation of emotional value of tourists. The quality of tourism experience is the calculation for tourists' subjective perceived value. It is important to count the quality of tourism experience scientifically and accurately through various assessment models, and its results will also contribute to the sustainable development and competitiveness improvement of tourism destinations and enterprises. Based on the articles published between 1980-2015 in field of tourism and management research, this paper reviewed the advances and theory foundation of the assessment model for tourism experience quality, from the perspective of history, science. Firstly, this article traced the source of tourism experience in theory. As the basic concept of philosophical epistemology since the mid-19th century, experience (Das Erleben) is the core of Dilthey's life philosophy. Dilthey believed that the experience is the people's inner sense and the inner consciousness of the state of mind and the process. The quality of tourism experience is a reflection of the inner sense, the sum of the different stages for emotion in accumulation process. Secondly, this study reviewed the research histories from both domestic and foreign aspects. There were two development stages. Before the 1990s, the quality of tourism experience evaluation was still in start-up phase. Since the 1990s, the studies on the quality of tourism experience have entered a stage of rapid development. The evaluation of experience quality began to change gradually from a single product quality to comprehensive quality evaluation, which emphasizing on experience service process and tourists' value. Thirdly, this research made a comparative analysis and general comments between four kinds of assessment model based on theoretical basis, ideas, characteristics, type and accuracy, operability, applications, etc.