The important role of the tour guides should receive more attention
from destination management and tour operators in Yunnan Province.
The two-stage least squares regression results suggested that a professional,
entertaining and knowledgeable tour guide was the most important
predictor of domestic tourists’ overall satisfaction. Good working
attitude of a tour guide also received the highest satisfaction score among
all the 29 travel attributes. Local tour operators should fully capitalize on
this fact. Tour guides are positioned in the front line of the travel industry
and hence can represent the image of travel agencies and destinations.
According to Noam (1999), during their visits, tourists have strong intentions
to get to know the culture and history of the destination; a professionally
trained tour guide can well satisfy tourists’ needs in these
aspects. A professional tour guide also can help harmonize human relationships
and bridge different cultures. He/she keeps the balance of personalities
and interests of tourists, which is a success-determining factor
of tourist satisfaction (Noam, 1999). Local destination management and
tour operators in Yunnan should, therefore, hire tour guides who have
the personal traits and professional attitudes for good customer service.
The important role of the tour guides should receive more attentionfrom destination management and tour operators in Yunnan Province.The two-stage least squares regression results suggested that a professional,entertaining and knowledgeable tour guide was the most importantpredictor of domestic tourists’ overall satisfaction. Good workingattitude of a tour guide also received the highest satisfaction score amongall the 29 travel attributes. Local tour operators should fully capitalize onthis fact. Tour guides are positioned in the front line of the travel industryand hence can represent the image of travel agencies and destinations.According to Noam (1999), during their visits, tourists have strong intentionsto get to know the culture and history of the destination; a professionallytrained tour guide can well satisfy tourists’ needs in theseaspects. A professional tour guide also can help harmonize human relationshipsand bridge different cultures. He/she keeps the balance of personalitiesand interests of tourists, which is a success-determining factorof tourist satisfaction (Noam, 1999). Local destination management andtour operators in Yunnan should, therefore, hire tour guides who havethe personal traits and professional attitudes for good customer service.
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