meijie

benguifancankaolexianyoudeguoduguifan、xingyeguifanheyouguanwenjian、chushuwu，heguojiguifanhuagouzao(iso)hetianxiayoulangouzao(wto)dewenxian，kendingleshuyudeguimo、tiaokuanhejieshuo。

shuyujubeitedidejiyiheyongchu，erbushicidianzhongchengxiandetongsuxingjieshuo。huadingyoulanbanshidegenbenshuyuhejieshuo，guifantamenzaiyoulanyezhongdeyongfashixuyaode。benguifananzhaoguojibanshiye、guojiyoulanyehewoguoyoulanyeliyongyoulanbanshigenbenshuyudexianshiqingkuang，jichulexiangyingdejieshuo。benguifandeshishi，youzhuyuyoulanyedexingyebanliheyoulanqiyebanshipinzhitixidexiujian。

youlanyeqiyuguifanheyuyoulanyexianggandeguifan，yingjinnenggoujienabenguifansuojieshuodeshuyu。

benguifanyoutianxiayoulanguifanhuajishuweiyuanhuitichu。

benguifanyoutianxiayoulanguifanhuajishuweiyuanhuiguikoubingquanshi。

benguifandanrencaonidanwei: guoduyoulanju、shanghaishehuikexueyuanyoulanyantaozhongjian。

benguifanshouyaocaoniren: wangdawu、bilvgui、liuhanqi、pengdecheng、zhangguangrui、wuzhihong、jiangyifan。

zhonghuaguomingongheguoguoduguifan

gb/t 16766-1997

youlanbanshigenbenshuyu

basic terms of service in tourism

1guimo

benguifanhuadingleyoulanbanshifanchouzhongdegenbenshuyuhejieshuo。

benguifanshouyaoheyongyuzhongguoyoulanye。

2yuanyongguifan

yixiaguifansuobaoluodetiaoze，jingyoujinchengzaibenguifanzhongyuanyongerzuchengweibenguifandetiaoze。benguifanchushushi，suoshibanbenjunweiyouyong。yiqieguifanchengshibeidingzheng，liyongbenguifandegefangyingqiecuoliyongyixiaguifanzuixinbanbendenenggouxing。

gb/t 6583—1994pinzhibanlihepinzhibaozhangshuyu(idt iso 8402:1994)

gb/t 19004.2—1994pinzhibanlihepinzhitixiyinsu

di2jubu: banshizhinan(idt iso 9004-2:1991)

gb/t 14308—1993youlanshewaifanguanxingjidefenbiejipingding

3youlanbanshixuyaoyugongji

3.1youlanbanshixufang；zhugubusiness second party of tourist service;customer

youlanchanwuhuobanshidejieguanzhe。tamennenggoushizhongjiuhuafeizhe、caibanzhe、dierfanghuoqiyushouhaizhe。

zhu1: canjiangb/t 19004.2，gb/t 6583。

3.1.1youlanzhetourist

weizhizuwuzihejingliwenmingxuyaotingzhiyoulanhuafeigoudangdezhuti，shiyoulanbanshigoudangdexuyaozhehebanshidongxi。

3.1.2youlansankeindependent traveler

zixingzhipeiyoulanlucheng，lingsanxianfugexiangyoulanyongdudeyoulanhuafeizhe。

3.1.3youlantuanduitour group

jingyoujinchengfuwanshehuoyoulanbanshizhongjiejigou，caiyongfuchuzonghebaojiahuojububaojiadetili，yougouzaoanyuyueluchengdasuantingzhiyoulanhuafeigoudangdeyoulanzhequnti。

3.2youlanbanshigongfangservice supplier in tourism

xiangxufanggongjiyoulanchanwuhuobanshidegouzao。

zhu2: canjiangb/t 6583，gb/t 19004.2。

3.2.1youlanbanshigouzaoservice organization in tourism

buguanlianyinghuoduying、guoyinghuogongyingde，jubeibenshenyoulanbanshibennengjinengheyoulanbanshibanlijigoudegongsi、shetuan、shangsuo、qiyehuozuheti，huotamendeyijubu。

zhu3: canjiangb/t 19004.2。

3.2.2youlanbanshiqiyeenterprise of service in tourism

yizijin、yuandi、shebei、jishuhelaowuweichuchanyinsu，weiyoulanhuafeizhegongjichanwuhuobanshideyunyingshiti。

zhu4: “shiti”guandiancanjiangb/t 6583。

3.2.3youlandingdianqiyedesignated tourism enterprises

jingguoduhuosheng、zizhiqu、zhixiashiyoulanzhuguanjuburending，huoyouqihuitongxiangganxingyezhuguanjuburending，youqiantiweiguoneiwaiyoulanzhegongjidingxiangchanwuhuotedibanshideqiye。

3.2.4youlanbanshitediancharacteristics of service in tourism

xianxianyoulanbanshipinzhidexianxianghebiaoji。tabaohan:

a)nenggouchakandaodehexujingxufangpingjiadetedian；

b)zhugubunengchangchangchakandaodedanyoujianjieyingxiangbanshipinzhidetedian。

zhu

5liangleitediandoubixushinengbeiyoulanbanshigouzaoduibisuohuadingdeyanshouguifanzuochupingjiade。

6youlanbanshitediannenggoushidingliangde(kezhangliangde)，huoshidingxingde(kebinide)，zheiqujueyuruohepingjiaheyoubanshigouzaohuozhugutingzhipingjia。

7canjiangb/t 19004.2。

3.2.5youlanbanshigongjiservice delivery in tourism

gongjimouxiangyoulanbanshisuobixudegongfanggoudang。

zhu8: canjiangb/t 19004.2。

3.2.6youlanbanshipinjiservice grade in tourism

duigongxiaoyongchubuyideyoulanchanwuhuobanshi，anzhaoshunyingyuchabiexuyaodetedianertingzhifenleihuofenjidebiaoshi。

3.2.6.1xingjistar

yongtedingdexingxingbiaojijiqishumubiaoxianyoulanbanshijucuobanfapinjidetili。

3.2.6.2xingjipingdingstar-rating

youguoduhuosheng、zizhiqu、zhixiashiyoulanxingzhengzhuguanjubuanzhaoxiangyingdexingjiguifanduiyoulanjucuobanfa、chanwuhuobanshitingzhidepinjikending。

zhu9: canjiangb/t 6583，gb/t 14308。

3.3youlanbanshichanwuproduct of service in tourism

youshenwuhebanshizonghezuchengde，xiangyoulanzhefamaideyoulanmingmu。qitedianshibanshichengweichanwuzuchengdezhuti，qixiangxizhanxianshouyaoyouxianlu、goudangheshisu。youlanzhenenggoucaibanquantichanwu(ruzonghebaojiayoulan)，yenenggoucaibanmouyidanxiangyoulanchanwu(ruhangbanzuowei，fanguankefang)。

3.3.1fuwanyoulansightseeing tour

yifuwan、shangshitianranjingguanhefengsufengqingweishouyaofangzhenheyoulanneirongdeyoulanhuafeigoudang。

3.3.2dujiayoulanvacation tour

yidujiahexiuxianweishouyaofangzhenheneirongdeyizhongyoulanhuafeigoudang。

3.3.3zhuanxiangyoulanspecific tour

weishehui、jingji、wenming、keyan、xiuxue、zongjiao、baojiandengmouyitedifangzhenertingzhideyoulangoudang。

3.3.4jihuiyoulanconvention tour

youkuabantuhuokuadiqudezhiyuandaochangde，yigouzao、daochangjihuiweishouyaofangzhen，binggongjifuwanyoulanbanshideyizhongyoulangoudang。

3.3.5jiajiangyoulanincentive travel

youqiyehuoshehuituantigongjiyongdu，yijiajiangweifangzhendeyizhongyoulangoudang。

3.3.6tezhongyoulanspecial interest tour

youyoulanxingzhengzhuguanjubuhexiangganzhuguanjubutedihezhun，bingtingzhizhengtidiaohedejubeijingjixinghejiliexiaowoxiuhuideyoulangoudang。tongsuxuyaotizaobaogaodasuan。rutanxian、dalie、qianshui、pashan、qichelalisaijizhouji、kuaguoqichefuwandeng。

4youlanbanshiyinsu

weishiyoulanzheluchengshunsui，qudefuwanyoulandeduijingchengguo，yougeleiyoulanqiyegongjidejiaotong、youlan、liusu、canyin、gouwu、wenyudengfangmiandegenjibanshineirong。

4.1fuwanshetravel service;travel agency

yifashelibingjubeifarenzili，shouyaochuzhidoulan、huanyingyoulanzhe，gouzaoyoulangoudang，shishizilihesuandeqiye。

4.1.1xiangdaozhiyuantour guide

chiyouzhonghuaguomingongheguoxiangdaozilizhengshuhexiangdaozheng，shoufuwansheweipai，anzhaohuanyingdasuan，chuzhibansuiyoulantuan(zhe)fuwan、youlandengshijianderenwuzhiyuan。

zhu10: xiangdaozhiyuanfenweiquanchengbansuixiangdaozhiyuan、chusuobansuixiangdaozhiyuanhejingdianxiangdaozhiyuan。

4.1.2guoneilingduioverseas escort

shouguoneifuwansheweipai，quanquandaibiaogaifuwanshelvlingyoulantuanchuzhiyoulangoudangderenwuzhiyuan。

4.2youlanjiaotongtourist communications

weiyoulanzhezaiyoulanjinchengzhonggongjiyunshudongxijiqipeitaodebanshitixi。

4.2.1youlanqichetourist automobile

weiyoulantuandui(zhe)gongjide、tongsuxuyaoyudingdekeyunqiche。

4.2.2youlanchuancruise ship

you24xiaoshiyishang(han24xiaoshi)chixuhangyuncaineng，yiyunyinghuanyingyoulanzheweizhu，bingweiyoulanzhegongjiwenyu、shisuhexiangdaobanshidekechuan。

4.2.3youlanchuansightseeing boat;sightseeing ship

yiyunyinghuanyingyoulanzheweizhu，shouyaoweiyoulanzhegongjiyantufuwan、xiangdaojiangshoudengbanshidekechuan。

4.2.4xingjiyouchuanstar-rated cruise ship

jingguoduhuosheng、zizhiqu、zhixiashiyoulanxingzhengzhuguanjubuzunzhaoyouguanguoduguifanhehuadingtingzhixingjipingding，qudexingjichenghudeyouchuan。

4.3youlanliusutourist lodging

weiyoulanzheyoulanjinchengzhonggongjideliusujucuobanfajiqibanshidezonghe。

4.3.1youlanshewaifanguanhotels catering to overseas tourists

jingyouguanxingzhengzhuguanjubuhezhun，xukehuanyingguoneilaihuayoulanzhedeyoulanfanguan。

4.3.2xingjifanguanstar-rated hotel

jingguoduhuosheng、zizhiqu、zhixiashiyoulanxingzhengzhuguanjubuzunzhaoyouguanguoduguifanhehuadingtingzhixingjipingding，qudexingjichenghudeyoulanshewaifanguan。

4.3.3shewaigongyuapartment for aliens

jingyouguanxingzhengzhuguanjubuhezhun，kezushoujiguoneilaihuarenshiqishen，binggongjipeitaohukoubanshijucuobanfadegaodengshidi。

4.3.4xingjigongyustar-rated apartment

jingguoduhuosheng、zizhiqu、zhixiashiyoulanxingzhengjubuzunzhaoyouguanguoduguifanhehuadingtingzhixingjipingding，qudexingjichenghudeshewaigongyu。

4.3.5shewaixiezilouoffice buiding for aliens

jingyouguanxingzhengzhuguanjubuhezhun，kegongjingwaigouzao、qiyehuobanshijigouzugoude，banshiwanmei、gongxiaopeitaodebangonghehukoujucuobanfa。

4.4youlancanyintourist catering

weiyoulanzhefuwanyoulanjinchengzhonggongjidecanyinbanshi。

4.4.1youlandingdiancanguandesignated tourist restaurant

jingyoulanxingzhengzhuguanjubuhezhun，bingbanfadingdianbiaoji，baojuzuoweihuanyingguoneiwaiyoulantuanduidejiucanchanghe。

4.4.2youlantuanduicanmeals for tour group

youlandingdiancanguananzhaoshiqianyufuwansheyuedingdecanyinjiaqian、canyinpinzhiheshumudengqingqiu，weiyoulantuanduigongjidetongsuzhengcan，tongsububaohantuanduifengyuncan。

4.5youlandiplace of sightseeing

youlanzhezhankaiyoulangoudangdediyudiqu。

4.5.1youlanqusightseeing district

youlanzibenbinifengshuo、jihe，jubeijiaogaofuwan、youlandaijia，jucuobanfabinipeitao、jubeibiranhuanyingcainengdediyudiqu。

4.5.2dujiaquholiday resort

jubeijiechudetianranqingkuanghepeitaodeyoulangenbenjucuobanfa，jiliusu、dujia、xiuxian、youlan、wenyuweiyitidezonghegongxiaoqu。

4.5.3youlandiansightseeing spot

jubeiyoulanxishouwuyupeitaobanshideyoulandizhi。

4.5.4fuwandianvisiting spot

gongyoulanzhelinghuishehui、zengjiachangshi、fengshuojinglidechanghe，tongsuzhigongjijiangshoubanshi。

4.6youlangouwutourist shopping

youlanzhezaiyoulanjinchengzhongcaibanshangpindegoudang，zheixieshangpintongsujubeijinian、shangshi、baozhi、fengsongyisihuoshiyongdaijia，shouyaobaohanyoulanjinianpin、youlangongyipin、youlanyongpin、youlanshiwuheqiyushangpinwudalei。

4.6.1youlandingdianshangpudesignated tourist shop

jingyoulanxingzhengzhuguanjubuhezhun，bingbanfadingdianbiaoji，baojuhuanyingguoneilaihuayoulanzhegouwudeshangpu。

4.7youlanwenyutourist recreation

youlanzhezaiyoulanjinchengzhongxiangyonghuodaochangdegeleiwenyugoudang。

4.7.1wenmingleiyoulanwenyuchanghetourist recreational spot of cultural kind

jubeiwenmingfuwanxinghuowenmingdaochangxingdeyoulanwenyuchanghe。rujuyuan、gewuting、kalaoktingdeng。

4.7.2kangleleiyoulanwenyuchanghetourist recreational spot of health and pleasure kind

juyouyoule、baojianhejianshenjucuobanfajipeitaobanshideyoulanwenyuchanghe。ruyouletu、jianshenfang、baolingqiuchangdeng。

5youlanbanshipinzhibanli

youlanxingzhengzhuguanjubuheyoulanqiyeweijinbuyoulanxingyedebanshipinzhiernidingdepinzhifangzhenhewanchenggaifangzhensuo caiyongdegeleishouwan。

5.1banshiservice

weizhizuzhugudexuyao，gongfangyuzhugudazhangdegoudanghegongfangwaibugoudangsuofashengdechengguo(gb/t 19004.2)。

zhu

11zaidazhangmianshang，gongfanghuozhugunenggouyouzhiyuanhuoshebeilaidaibiao。

12duibanshigongji，zaiyugongfangdazhangmianshangzhugudegoudangnenggoushibensedidian。

13wuxingchanwudegongjihuoliyongnenggouchengweibanshideyigejubu。

14banshinenggouyuwuxingchanwudezhizuohegongjilianxizaiyilu。

5.2youlanbanshipinzhiservice quality in tourism

youlanbanshigoudangsuonengdaodahuadingchengguohezhizuyoulanzhexuyaodecainengyushuiping。

5.3youlanbanshiguifanservice specification in tourism

weidaodamouyibanshiguifanercaiyongdeyifashihua、dinglianghua、guizhihuaweishouyaoneirongdekexuefangshi。

5.4youlanbanshipinzhiguifanstandards of service quality in tourism

youyouguangefangxieshangfenqi，jingguoduguifanhuabanlijubuhuoyoulanxingzhengbanlijubuhezhun，anzhaotedingqingshifabu ，duiyoulanbanshipinzhiyingdaodadeshumuhepinzhiqingqiusuozuodetongyihuading，zuoweiyoulanbanshidegongfangpeihezunzhaodeyuanze。

5.5youlanbanshipinzhipingdingevaluation of service quality in tourism

youyoulanxingzhengzhuguanjubugouzaoyoulanzhe、zhuanzhipinzhipingdingzhiyuanheyouguanzhuanjia，anzhaoyoulanbanshipinzhiguifande qingqiu，duiyoulanqiyebanshipinzhitingzhidezonghepingjia。

5.6youlanbanshipinzhirenzhengvalidation of service quality in tourism

youlanxingzhengzhuguanjubuanzhaoyoulanbanshipinzhiguifan，duiheshiqingqiudeyoulanbanshiqiyetingzhizilirenzheng，bingban faxiangyingdepinzhirenzhengshudegoudang。

5.7youlanningjingbanlimanagement of tourist safety

youlanxingzhengzhuguanjubucaiyonggeleiyouyongbanfa，yanhuyoulanzhezaiyoulanfuwanjinchengzhongderenshencaichanningjingdegoudang 。runidingdeluoshiningjingguizhi、chachaoningjingjucuobanfajiduibianluandechuzhideng。

5.8youlanzanyangbanlihandling of tourist complaint

youlanxingzhengzhuguanjubuduiyoulanzanyangdeshoulihechuzhixingdong。

5.8.1youlanzanyangtourist complaint

youlanzhexiangyoulanxingzhengbanlijubutichudeduiyoulanbanshipinzhibuduijingdexingdonghuoshumianshangdebiaoxian。

5.8.2youlanzanyanglipeisettlement of tourist complaint

youlanxingzhengzhuguanjubuduiyoulanzanyangdechuzhijinchengjizuochuzerenfangdebuchangcaiding。

fulua

(tixingdefulu)

zhongwensuoyin

shuyuchenghao……………………………yeci

fuwandian………………………………4.5.4

xiangdaozhiyuan……………………………4.1.1

dujiayoulan……………………………3.3.2

dujiaqu………………………………4.5.2

banshi……………………………………5.1

zhugu……………………………………3.1

fuwanyoulan……………………………3.3.1

guoneilingdui……………………………4.1.2

jihuiyoulan……………………………3.3.4

jiajiangyoulan……………………………3.3.5

kangleleiyoulanwenyuchanghe………………4.7.2

fuwanshe…………………………………4.1

youlanningjingbanli…………………………5.7

youlancanyin………………………………4.4

youlanchuan………………………………4.2.2

youlandingdiancanguan………………………4.4.1

youlandingdianqiye………………………3.2.3

youlandingdianshangpu………………………4.6.1

youlanbanshichanwu…………………………3.3

youlanbanshipinji………………………3.2.6

youlanbanshigongfang…………………………3.2

youlanbanshiguifan…………………………5.3

youlanbanshiqiye………………………3.2.2

youlanbanshitedian………………………3.2.4

youlanbanshigongji………………………3.2.5

youlanbanshixufang…………………………3.1

youlanbanshipinzhi…………………………5.2

youlanbanshipinzhiguifan……………………5.4

youlanbanshipinzhipingding……………………5.5

youlanbanshipinzhirenzheng……………………5.6

youlanbanshigouzao………………………3.2.1

youlangouwu………………………………4.6

youlanjiaotong………………………………4.2

youlanqiche……………………………4.2.1

youlansanke……………………………3.1.2

youlanshewaifanguan………………………4.3.1

youlanzanyang……………………………5.8.1

youlanzanyangbanli…………………………5.8

youlanzanyanglipei………………………5.8.2

youlantuandui……………………………3.1.3

youlantuanduican…………………………4.4.2

youlanwenyu………………………………4.7

youlanzhe………………………………3.1.1

youlanliusu………………………………4.3

shewaigongyu……………………………4.3.3

shewaixiezilou…………………………4.3.5

tezhongyoulan……………………………3.3.6

wenmingleiyoulanwenyuchanghe………………4.7.1

xingji………………………………3.2.6.1

xingjifanguan……………………………4.3.2

xingjigongyu……………………………4.3.4

xingjipingding…………………………3.2.6.2

xingjiyouchuan……………………………4.2.4

youlanchuan………………………………4.2.3

youlandi…………………………………4.5

youlandian………………………………4.5.3

youlanqu………………………………4.5.1

zhuanxiangyoulan……………………………3.3.3

fulub

(tixingdefulu)

yingwensuoyin

apartment for aliens……………………………………………………4.3.3

business second party of tourist service……………………………3.1

characteristics of service in tourism………………………………3.2.4

convention tour……………………………………………………………3.3.4

cruise ship…………………………………………………………………4.2.2

customer………………………………………………………………………3.1

designated tourism enterprises………………………………………3.2.3

designated tourist restaurant…………………………………………4.4.1

designated tourist shop…………………………………………………4.6.1

enterprise of service in tourism………………………………………3.2.2

evaluation of service quality in tourism……………………………5.5

handling of tourist complaint……………………………………………5.8

holiday resort………………………………………………………………4.5.2

hotels catering to overseas tourists…………………………………4.3.1

incentive travel……………………………………………………………3.3.5

independent traveler………………………………………………………3.1.2

management of tourist safety………………………………………………5.7

meals for tour group………………………………………………………4.4.2

office building for aliens………………………………………………4.3.5

overseas escort………………………………………………………………4.1.2

place of sightseeing…………………………………………………………4.5

product of service in tourism………………………………………………3.3

service……………………………………………………………………………5.1

service delivery in tourism………………………………………………3.2.5

service grade in tourism…………………………………………………3.2.6

service organization in tourism…………………………………………3.2.1

service quality in tourism…………………………………………………5.2

service specification in tourism…………………………………………5.3

service supplier in tourism…………………………………………………3.2

settlement of tourist complaint…………………………………………5.8.2

sightseeing boat………………………………………………………………4.2.3

sightseeing district…………………………………………………………4.5.1

sightseeing ship………………………………………………………………4.2.3

sightseeing spot………………………………………………………………4.5.3

sightseeing tour………………………………………………………………3.3.1

special interest tour…………………………………………………………3.3.6

specific tour……………………………………………………………………3.3.3

standards of service quality in tourism……………………………………5.4

star……………………………………………………………………………3.2.6.1

star-rated apartment…………………………………………………………4.3.4

star-rated cruise ship………………………………………………………4.2.4

star-rated hotel………………………………………………………………4.3.2

star-rating…………………………………………………………………3.2.6.2

tour group………………………………………………………………………3.1.3

tour guide………………………………………………………………………4.1.1

tourist…………………………………………………………………………3.1.1

tourist automobile……………………………………………………………4.2.1

tourist catering…………………………………………………………………4.4

tourist communications…………………………………………………………4.2

tourist complaint………………………………………………………………5.8.1

tourist lodging…………………………………………………………………4.3

tourist recreation………………………………………………………………4.7

tourist recreational spot of cultural kind……………………………4.7.1

tourist recreational spot of health and pleasure kind………………4.7.2

tourist shopping…………………………………………………………………4.6

travel agency……………………………………………………………………4.1

travel service……………………………………………………………………4.1

vacation tour……………………………………………………………………3.3.2

validation of service quality in tourism…………………………………5.6

visiting spot……………………………………………………………………4.5.4