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Package

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20

20 60

20 90

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1984

1985

1996

2001

2005

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inbroad (
) outBoard
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1996

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2
3

2
3

B
1-1

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1
2
3
1
2
3

1-
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1-3

2
3

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1-4

2
3

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1-5

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( )
( )
( )
( )
( )

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>> >>

>> >>

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1-6
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1-7
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1-8

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1 2

1-9
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1-3
1-4

>>

>>

>> >>

1

3

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1

2

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>> >>

>> >>

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10

>> >>

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4000

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1 .
2 .
3 .
4 .
5 .

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1 .
2 .
3 .

1
2

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4.
5.
6.

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>> >>


30

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1.
2.
3.

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1.
2.
3.

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>> >>

>> >>

>> >>

2-1
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1997 10

>> >>


WATA
World Association of

Travel Agencies 1949

>> >>


UFTAA
(Universal

Federation of Travel AgentsAssociation)


1996

>> >>

>>

>>

>>

>> >>

1.
2.
3.
4.
5.

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1.
2.

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1 .
2 .

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1 .
2 .
3 .
4 .
5 .

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1 .
2 .
3 .
4 .
5 .

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6 .
7 .
8 .
9 .

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>> >>

>> >>

>> >>

>> >>

1 .
2 .
3 .
4 .
5 .

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1 .
2 .
3 .
4 .

>> >>

>> >>

1.

2.
3.

4.

>> >>

7O

Occupants
Objects
Objectives

Organizations
Operations
Occasions
Outlets
>> >>

>> >>

>> >>





>> >>

5 4 3 2 1

0.25

1.00

0.25

0.75

0.20

0.60

0.20

0.80

0.10

0.40

1.00

3.55

/ 3.55/5=0.71
>> >>

>> >>

1.
2.
3.

>> >>

1.
2.
3.
4.
5.

>> >>

4 3
3 2

>> >>

600

800

350

400

400

350

220

250

-100

50

90

-150

-300

50

32

>> >>

1.

1 1/4 (600 400 0 150


212.5
2 1/4 800 350 100
300 187.5

4 1/4 400 250 90 50

>>

>>197.5

2.

1 150
2 300
4 50
4
>> >>

3.

1 600
2 800
4 400
2

>> >>

4.

a oa1
1 a

>> >>

4.

a 0.2 1 a 0.8

1 0.2600 0.8 150 0


2 0.2800 0.8 300 80
4 0.2400 0.850 120

>> >>

>> >>

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1.

2
3
4
5

>> >>

>> >>

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7
1. ; 2.

>> >>

>> >>

>> >>

>> >>

1 .

>> >>

1 .

>> >>

2 .

>> >>

2 .

>> >>


1.
2.
3.
4.
5.

>>

>>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

|E|

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

1.
2.
3.

>> >>



1.
2.
3.
4.

>> >>

>> >>

1.

= 1+

>> >>

2.

>> >>

1.

>> >>

2.

>> >>

1.

2.

>> >>

>> >>

1.

>> >>

:
1
2
3
4
5

>> >>

2.

(1)

(2)

>> >>

1.

>> >>

2.

>> >>

>> >>

1 .
2 .
3 .
4 .

>> >>

4 .

>> >>

>>


2000

>>

>>


125
3000

2800 130

>>

>>

>> >>

>> >>

5-1

>> >>

1.
2.

3.

>> >>


4.

5.

6.

7.

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

1.
2.
3.
4.

>> >>

1.

>> >>

2.

>> >>

3.

>> >>

4.

= 1+

>> >>

>> >>

>> >>

>> >>

1.

>> >>

2.

>> >>

>> >>

>> >>

1.
2.
3.
4.
5.

>> >>

>> >>

>> >>

>> >>

>> >>

1.
2.
3.

4.
5.

>> >>

1
2
3
4
5

>> >>

>> >>

>> >>

1.
2.
3.
4.

>> >>

1.
2.

>> >>

>> >>

>> >>

1.
2.
3.
4.
5.

>> >>

1.
2.

>> >>

1.

>> >>

2.


100%

>> >>

>> >>

>>


2000 1200 2001
1500 2001
3%
2001

>>

>>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>


CRS/GDS

INTERNET

>> >>

>> >>


1.

>> >>


2.

>> >>

>> >>

>> >>

>> >>

>> >>

1.
2.

>> >>

>> >>

>> >>

>> >>

1.
2.

3.
4.
5.
>> >>

>> >>

( )

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

1
2
3
4

1.
2.
>> >>

>> >>

1.
2.
3.

>> >>

>> >>

>>

>>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>


1.

2.
3.
4.

>>

>>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>>

>>

>> >>

>> >>

>> >>

>> >>


1.

>> >>


2.

9
1

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

>> >>

SERVQUAL

>> >>

SERVQUAL

4 5

SERVQUAL

SERVQUAL

>> >>

>> >>

>> >>


1.
2.

10
6

1
TQC

7
8

1 2 3 4 5
6 7 8 9 10
>> >>


3.
4.
5.
6.
7.
8.
9.
10.

>> >>

>> >>

>> >>

5 4
5

>> >>

>> >>

>> >>

>> >>


1.

2.
3.

4.

>>

>>

>> >>

>> >>

1.
2.
3.

>> >>

>> >>

1
2
3

>> >>

1
2
3.

>> >>

>> >>

>> >>

>> >>

= 1- /
= /12

>> >>


= 1- /

>> >>

>> >>

>> >>

>> >>

>> >>


1.

2.

3.

>> >>

>> >>

1.

2.

>> >>

>> >>

>> >>

>> >>

1.
2.
3.
4.
5.

>> >>


>> >>

2
1

>> >>

>> >>


1.

2.

3.

>> >>

1.

= - - -

>> >>

2.

>> >>

>> >>

>> >>

>> >>


1.

>> >>


2.

= -

>> >>


2.

>> >>


3.

>> >>

>> >>

>> >>

1.

= 100%

>> >>


2.

>> >>


2.
1

= / 100%

>> >>


2.
2

= / 100%
>> >>

>> >>


1.

= /
=360/
= + /2

>> >>


2.

= /

= +
/2

>> >>

>> >>


1.

= / 100%

>> >>


2.

100

= / 100%

>> >>


3.

= / 100%

>> >>

>> >>

>> >>

4
>> >>

1.

>> >>

2.

1
2
3

>> >>

1
2
3

>> >>

>> >>

12 1998 3 30

16 05 R 4 2
J
85
95 R

85 1+33% + 95 1+33 =239.40


>> >>

1
2

>> >>

>> >>

B
14 1998 6 21
21 30
6 23 5 25 B
S 5
105

105 14 + 5 2 14 = 1610
>> >>

>>


WTO

>>

WTO

>> >> WTO

>> >> WTO

>> >> WTO

>> >> WTO

1 .

2 .

3 .

4 .

>> >> WTO

>> >>

>> >>

1999

>> >>

>> >>

>> >>

>> >>


1.

>> >>


1.

>> >>


1.

>> >>


2.
1

>> >>


2.
3

>> >>


3.

>> >>


3.


>> >>

>> >>

>> >>

>> >>

20 70

GDS
90
INTERNET

>> >>

1.GDS
2.GDS

GDS
SABRE GALILEO WORLDSPAN
AMADEUS

3.GDS

>> >>

1.
2.
3.

>> >>

>> >>

>>


1.

2.

3.

>>

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