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湘潭大学硕士学位论文岳麓山风景名胜区游客管理优化研究——基于利益主体理论的思考姓名：刘双娥申请学位级别：硕士专业：旅游管理指导教师：方世敏20081001I200812.150%EXCELIIAbstractWiththesustainedandrapiddevelopmentofeconomyandtheboomingdevelopmentoftourisminChina,thetravalrateofthevisitorsraisedrapidly,thequestionofvisitorsmanagementinthescenicspotsbecomesobviousincreasingly,andthenegativeimpactscausedbyvisitorstothescenicspotsenvironmentbecomeseveregradually.ThevisitorsquantityoftheYueluMountainscenicspothasbeingalwaysraising.Accodingtostatistics,thevisitorofOctober1stgoldenweekin2008are121,000altogater,itis50%morethancorrespondingperiodoflastyear.Thevisitorsmanagementinthescenicspotsisgiventhenewrequestsbecauseofthevisitorsquantity’ssharpincrease.Visitorsmanagementisaprocessoforganizingandmanagingvisitors’behaviorbytourismmanagementdepartmentandorganizationthroughthemethodsofscience,education,economy,administrationandlaw.Thecontentsofvisitorsmanagementcontaincontrolofvisitorscapacity,spacialandtemporaldistributionofthevisitors,behaviorguideofthevisitors,safemanagementofthevisitors,designandlayoutoftheinterpretationsystem,constructionoftheenvironmentmonitoringsystem,etc.Inthispaper,visitorsmanagementreferstospacialandtemporaldistributionofthevisitors,visitors’behavior,tourisminterpretationsystemandvisitorsserviceaccordingtothecharacterofYuluMountainscenicspots.Inordertogetthefirst-handdata,writerwenttoYueluMoutaintosurveyedandinterviewedvisitors,managers,andtheclerksofChangshatravelagency.Thecontentsofthequestionaireincludethespacialandtemproaldistributionofthevisitors,environmentsituation,qualityofservice,constructionofinterpretationsystemandsoon.Basedontheinterviewandsurvey,itanalysesthestatebyutilizingtheEXCELstatisticalsoftware.TheresultsofsurveyshowthatthevisitorsmanagementinYueluMountainscenicspotsissuccesfultosomeextent,butsomeproblemsarestillexist.Themainpromblemsareinsufficiencyofattentiontothestakeholders’benefitsandrequests,improperofcoordinationtothemainstakehoders’relationship,insufficiencyofattentiontothevisitorsmanagement,systematicandnormalservicesystemisnotformed.Inviewofsuchquestions,thepaperadvancesthepatternofvisitorsmanagementbasedonstakeholders.Becausethecoreofthepatternofvisitorsmanagementisvisitorsmanagement,thepaperadvancessomeoptimizationmeasurefromtheangleofthevisitors’requestsandtheguideandmanagementtotheuncivilizedbehaviorofthevisitors,forexample,strengthentheIIIservicequalityfully,perfecttheinterpretationsystem,strengthentheguideandmanagementtotheuncivilizedbehaviorofthevisitorsandsoon,toimprovethevisitors’experiencequalityandpromotecoordinateddevelopmentoftheYueluMountainscenicspotsarea.KeyWords:YueluMountainscenicspots;visitorsmanagementstakeholders111.11.1.11.AAAA1102.1.1.21.12006125222.1.21.2.11.20[1]20602.3(RecreationCarryingCapacity)ROS(TheRecreaeionalOpportunitySpectrum)VIMMVisitorImpactManagementModelLAC(TheLimitsofAcceptableChange)VAMP(ManagementProcessforVisitorActivities)VERP(VisitorExperienceResourceProtection)TOMM(TourismOptimizationManagementModel)VAMP(VisitorActivitiesManagementPlan)[2]1-1RecreationCarryingCapacityRCCTheRecreationOpportunitySpectrumROSVisitorImpactManagementModelVIMMTheLimitsofAcceptableChangeLACVisitorActivityManagementTourismOptimizationManagementModelTOMMVisitorActivitiesManagementPlanVAMPVisitorExperienceandResourceProtectionVERP----3.WictoriaRudolphi[3]DryandraWoodlandTOMM[4]ArchesNationalParkVERP[5]VERP41.2.2“”1999200832711620041.1-2(1999—2008)21336510810216630001[6][7]1[8]5[9][10]2[11][12]23506439316058[13][14]3SARS[15][16][17]46[18][19][20]2.[21][22]“---”[23]“”“”[24]3.7[25][26]“Schmenner”[27]7[28]1.2.3123451.31.3.18——EXCEL1.3.21.EbscoScienceDirect20022.3.45201091.41——21022.1LeagueofNations19371991199519796610624[29]112.22.2.12.2.22.2.312[30][31]1.[32]132.11970AlvinTofflerFutureShockJosephetal[33]BoorstinMacCannellCohen[34][35]2()()3[36]143.1[37]24.15managementoftouristsafety1931WHHeinrich()2.32.3.1stakeholder20602050[38]1963StanfordResearchInstitute[39]207080[40]16Stakeholder[41]10[42]2.3.21733.13.1.1200871051.20022.5623.41840039699%38095%2020100%100%403280%100%2001801603.1.21.155%45%3-115-2456%45-6519.84%25-4415.16%144%655%1045%55%193-268%15%11%6%3-337.50%17.50%12.50%10.50%8.75%7.50%5.50%1%3-468%15%11%6%4%56%15%20%5%1415--2425-4445-656537%17%12%11%9%6%8%2039.39%60.61%3-541%37%36%1%3-628.87%16.49%49.48%50%35%39%61%36%32%31%1%213-750.51%39.39%10.10%2%12%3-8250%34%16%7%11%51%39%10%53%30%17%223%2070%30%3250%46.9%3.1%32%56%12%3-93510891-357%34%0%10%20%30%40%50%60%70%80%2330%428.87%42.27%14.43%14.43%32%43%13%12%3-1053.69%35.48%10.83%541.41%32.32%12.12%14.15%0.00%5.00%10.00%15.00%20.00%25.00%30.00%35.00%40.00%45.00%50.00%243-1151.65%48.35%3-1244.45%23.25%16.13%16.17%3-1332%42%12%14%16%45%16%23%52%48%2528.28%35.35%19.17%17.20%3-1448.48%20.19%17.32%14.11%62%46%40%28%3-1528.13%71.87%660%26%40%19%36%17%28%17%20%14%49%2660%35%65%3-162.20071103-183-17620061940.00%35%60.00%65%0.00%10.00%20.00%30.00%40.00%50.00%60.00%70.00%62758092100110020406080100120200220032004200520062007273.1.31.120082006102720061130200711282200860%74%3