中文摘要：

旅游公共服务研究是我国旅游发展现阶段的重要课题。本文以全国首个城市为单位建设的国家旅游综合改革试验区——桂林为例,从旅游公共服务概念与体系分析着手,采用问卷调查与访谈相结合的方法,基于供需双方感知评价对旅游公共服务内容、质量、体系构建及发展期望进行研究。结果显示,旅游公共服务体系亟待完善;旅游服务质量监控与安全救助系统完备与否成为旅游公共服务优劣的关键测评点;交通服务仍然扮演举足轻重的角色;旅游产业与教育系统沟通不畅、旅游志愿者服务系统缺位影响旅游地整体服务水平提升,等等。文章据此提出相应对策。该成果为推进区域现代服务业发展、提高旅游公共服务质量、完善服务体系提供适时反馈信息,以做出有针对性的改进。

英文摘要：

Study on tourism public service is an important topic at the present stage of tourism development in our country.We take Guilin as an example,which is the first city to establish national tourism comprehensive reform testing area.The paper firstly analyzes the concept of tourism public service and its system by applying questionnaire survey and interviews and studies the construction of content,quality,and system as well as its development expectation based on the perceived evaluation of both demand and supply.The result shows that tourism public service system is yet to be improved.Monitoring tourism service quality and perfect security and salvage become the pivotal point of assessing superior or inferior service.Transportation service still plays a very important role in local tourism infrastructure,and poor communication between tourism industry and educational system and absence of tourism volunteers’service system also affect the upgrade of overall service level.Corresponding countermeasures are thus put forward.The result provides timing feedback information for tourism destinations to promote the development of regional modern service,enhance tourism public service quality and improve service system.