旅游厕所游客体验的探索性研究
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摘要
旅游厕所是旅游目的地的文明表征,亦是影响游客满意的关键因素和重要变量,目前学术界缺乏对游客视角下的旅游厕所体验研究。文章基于扎根理论的质性研究范式,对旅游厕所游客体验过程进行探索性研究,通过对105个样本的深度访谈,提炼出88个概念、17个范畴,归纳为六类主要范畴:可得性体验、卫生性体验、安全性体验、服务性体验、舒适性体验和互动性体验。同时发现,旅游厕所游客体验表现出与游客需要相一致的层级性,导致负面游客体验的最重要因素是卫生状况和设施设备等相关的生理性体验和功能性体验。不同游客体验存在差异。
A tourism restroom is the cultural representative of the tourist destination. It is also a key factor and important variable to influence tourists' satisfaction. At present,there's the lack of specialized researches on the experiences of tourists in tourism restrooms. Based on the grounded theory of qualitative research paradigm,this article aims to explore the process of tourists' experiences in tourism restrooms.Through in-depth interviews of 105 samples,the author extracts 88 concepts and summarizes 17 categories. The paper finally induces them into six main categories: availability experience,sanitation experience,safety experience,service experience,comfort experience and interaction experience. It also finds that tourism restroom experiences reflect a hierarchyconsistent with the needs of the tourists. The most important factors causing tourists' dissatisfaction are the physiological experience and functionality experience,such as sanitation,facilities and equipment. Experiences of different tourists can vary.
A tourism restroom is the cultural representative of the tourist destination. It is also a key factor and important variable to influence tourists' satisfaction. At present,there's the lack of specialized researches on the experiences of tourists in tourism restrooms. Based on the grounded theory of qualitative research paradigm,this article aims to explore the process of tourists' experiences in tourism restrooms.Through in-depth interviews of 105 samples,the author extracts 88 concepts and summarizes 17 categories. The paper finally induces them into six main categories: availability experience,sanitation experience,safety experience,service experience,comfort experience and interaction experience. It also finds that tourism restroom experiences reflect a hierarchyconsistent with the needs of the tourists. The most important factors causing tourists' dissatisfaction are the physiological experience and functionality experience,such as sanitation,facilities and equipment. Experiences of different tourists can vary.
引文
[1]李金早.旅游要发展,厕所要革命[EB/OL].(2015-03-18)[2017-02-16].http://travel.people.com.cn/n/2015/0317/c41570-26705863.html.
[2]肖建勇.入境游客对洛阳旅游服务质量感知评价的实证研究[J].旅游论坛,2008,1(1):33-38.
[3]刘天虎,吴佩钦,金海龙.新疆准噶尔环线旅游厕所现状及对策研究[J].新疆师范大学学报:自然科学版,2005(1):90-93.
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[5]MARCH J G,GUAL M,OROZCO F.Experiences on greywater re-use for toilet flushing in a hotel(mallorca island,spain)[J].Desalination,2004,164(3):241-247.
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[8]CHANG J S.The cultural and environmental unsoundness of the Chinese public squatting-type toilet:a case study toward a sustainable excreta treatment system[J].Environmental Engineering Research,2014,19(2):131-138.
[9]MORRISON K A.Spending a penny at rothesay;or,how one lavatory became a gentleman's loo[J].Victorian Literature&Culture,2008,36(1):79-94.
[10]LIENERT J,LARSEN T A.Considering user attitude in early development of environmentally friendly technology:a case study of nomix toilets[J].Environmental Science&Technology,2006,40(16):4838-44.
[11]TUMWEBAZE I K,ORACH C G,NIWAQABA C,et al.Sanitation facilities in kampala slums,uganda:users'satisfaction and determinant factors[J].International Journal of Environmental Health Research,2014,23(3):191-204.
[12]SODANI P R,KUMAR R K,SRIVASTAVA J,et al.Measuring patient satisfaction:a case study to improve quality of care at public health facilities[J].Indian Journal of Community Medicine,2010,35(1):52-6.
[13]SCHUM T R,KOLB T M,MCAULIFFE T L,et al.Sequential acquisition of toilet-training skills:a descriptive study of gender and age differences in normal children[J].Pediatrics,2002,109(3):218-219.
[14]TRAVERS A F,BURNS E,PENN N D,et al.A survey of hospital toilet facilities[J].Bmj Clinical Research,1992,304(6831):878-889.
[15]TDC Marketing and Management Consultation.Public washroom evaluation for facilities in and around Toronto Canada[EB/OL].(2006-04-30)[2017-02-16].http://www.tdc.ca/towashroom.htm.
[16]NOWACKI M M.Evaluating a museum as a tourist product using the servqual method[J].Museum Management&Curatorship,2005,20(3):235-250.
[17]ZHANG X J.Evaluation System of Leisure Tourism Destination Development Conditions[C].Washington,DC:IEEE Computer Society,2010:472-476.
[18]BAKER D A,CROMPTON J L.Quality,satisfaction and behavioral intentions[J].Annals of Tourism Research,2010,27(3):785-804.
[19]张一,邵林涛,赵建,等.基于IPA分析的无锡惠山古镇旅游目的地形象感知研究[J].安徽农业科学,2012,40(33):16198-16202.
[20]李蓉蓉.国内城市公共厕所设计现状与问题的研究[D].成都:四川师范大学,2014.
[21]张佑印,胡巧娟,顾静.国际旅游节事中家庭游客的服务感知及行为态度研究[J].软科学,2012,26(11):135-140.
[22]张阳,罗燕,徐洁,等.江南古镇旅游目的地形象实证分析---以浙江西塘为例[J]华东经济管理,2009,23(3):22-27.
[23]欧阳慧,缪磊磊.广州海外游客低消费问题探析[J].人文地理,2002(6):41-45.
[24]孙枫,汪德根,牛玉.生态文明视角下旅游厕所建设影响因素与创新机制[J].地理科学进展,2016,35(6):702-713.
[25]郭安禧,郭英之,孙雪飞,等.景区旅游厕所满意度的重要性和绩效性实证研究:基于游客性别比较[J]旅游论坛,2016,9(4):40-49.
[26]方世敏,刘娟.旅游厕所服务质量模糊综合评价模型及实证分析[J].湖南工业大学学报:社会科学版,2016,21(5):34-41.
[27]孙晓娥.扎根理论在深度访谈研究中的实例探析[J].西安交通大学学报:社会科学版,2011,31(6):87-92.
[28]张朝枝,屈册.旅游是什么---基于社会大众视角的反思[J].旅游科学,2015,29(1):1-10.
[2]肖建勇.入境游客对洛阳旅游服务质量感知评价的实证研究[J].旅游论坛,2008,1(1):33-38.
[3]刘天虎,吴佩钦,金海龙.新疆准噶尔环线旅游厕所现状及对策研究[J].新疆师范大学学报:自然科学版,2005(1):90-93.
[4]MAMEE W,SAHACHAISAEREE N.Public toilet design criteria for users with walking disability in conjunction of universal design paradigm[J].Procedia Social and Behavioral Sciences,2010(5):1246-1250.
[5]MARCH J G,GUAL M,OROZCO F.Experiences on greywater re-use for toilet flushing in a hotel(mallorca island,spain)[J].Desalination,2004,164(3):241-247.
[6]MOORE K H,RICHMOND D H,SUTHERST J R,et al.Crouching over the toilet seat:prevalence among british gynaecological outpatients and its effect upon micturition[J].British Journal of Obstetrics&Gynaecology,1991,98(6):569-572.
[7]STANWELL S R.Public toilets down the drain?why privies are a public health concern[J].Public Health,2010,124(11):613-616.
[8]CHANG J S.The cultural and environmental unsoundness of the Chinese public squatting-type toilet:a case study toward a sustainable excreta treatment system[J].Environmental Engineering Research,2014,19(2):131-138.
[9]MORRISON K A.Spending a penny at rothesay;or,how one lavatory became a gentleman's loo[J].Victorian Literature&Culture,2008,36(1):79-94.
[10]LIENERT J,LARSEN T A.Considering user attitude in early development of environmentally friendly technology:a case study of nomix toilets[J].Environmental Science&Technology,2006,40(16):4838-44.
[11]TUMWEBAZE I K,ORACH C G,NIWAQABA C,et al.Sanitation facilities in kampala slums,uganda:users'satisfaction and determinant factors[J].International Journal of Environmental Health Research,2014,23(3):191-204.
[12]SODANI P R,KUMAR R K,SRIVASTAVA J,et al.Measuring patient satisfaction:a case study to improve quality of care at public health facilities[J].Indian Journal of Community Medicine,2010,35(1):52-6.
[13]SCHUM T R,KOLB T M,MCAULIFFE T L,et al.Sequential acquisition of toilet-training skills:a descriptive study of gender and age differences in normal children[J].Pediatrics,2002,109(3):218-219.
[14]TRAVERS A F,BURNS E,PENN N D,et al.A survey of hospital toilet facilities[J].Bmj Clinical Research,1992,304(6831):878-889.
[15]TDC Marketing and Management Consultation.Public washroom evaluation for facilities in and around Toronto Canada[EB/OL].(2006-04-30)[2017-02-16].http://www.tdc.ca/towashroom.htm.
[16]NOWACKI M M.Evaluating a museum as a tourist product using the servqual method[J].Museum Management&Curatorship,2005,20(3):235-250.
[17]ZHANG X J.Evaluation System of Leisure Tourism Destination Development Conditions[C].Washington,DC:IEEE Computer Society,2010:472-476.
[18]BAKER D A,CROMPTON J L.Quality,satisfaction and behavioral intentions[J].Annals of Tourism Research,2010,27(3):785-804.
[19]张一,邵林涛,赵建,等.基于IPA分析的无锡惠山古镇旅游目的地形象感知研究[J].安徽农业科学,2012,40(33):16198-16202.
[20]李蓉蓉.国内城市公共厕所设计现状与问题的研究[D].成都:四川师范大学,2014.
[21]张佑印,胡巧娟,顾静.国际旅游节事中家庭游客的服务感知及行为态度研究[J].软科学,2012,26(11):135-140.
[22]张阳,罗燕,徐洁,等.江南古镇旅游目的地形象实证分析---以浙江西塘为例[J]华东经济管理,2009,23(3):22-27.
[23]欧阳慧,缪磊磊.广州海外游客低消费问题探析[J].人文地理,2002(6):41-45.
[24]孙枫,汪德根,牛玉.生态文明视角下旅游厕所建设影响因素与创新机制[J].地理科学进展,2016,35(6):702-713.
[25]郭安禧,郭英之,孙雪飞,等.景区旅游厕所满意度的重要性和绩效性实证研究:基于游客性别比较[J]旅游论坛,2016,9(4):40-49.
[26]方世敏,刘娟.旅游厕所服务质量模糊综合评价模型及实证分析[J].湖南工业大学学报:社会科学版,2016,21(5):34-41.
[27]孙晓娥.扎根理论在深度访谈研究中的实例探析[J].西安交通大学学报:社会科学版,2011,31(6):87-92.
[28]张朝枝,屈册.旅游是什么---基于社会大众视角的反思[J].旅游科学,2015,29(1):1-10.