泰国水疗企业汉语应用研究—以 Health Land 水疗与按摩为例

Abstract

近年来，全球养生旅游的趋势飞速增长，尤其是泰国水疗产业。目前吸引了许多国 内外的游客到泰国接受服务，从而产生了许多水疗经营场所，以便满足游客的需求。 其中来到泰国旅游的数量最多是中国。况且泰国水疗备受中国游客的很大欢迎，是来 到泰国不可错过的一种活动。目前，在水疗产业中汉语服务就已成为提供服务的重要 性了。因此，本次研究研究者针对泰国水疗产业为目的，以 Health Land 水 疗与按摩为例。 本次研究的目的是为了研究服务人员汉语应用的水平、顾客对汉语服务的满意度、 提供汉语服务的问题以及提供改善与发展存在问题的策略。研究方法，分别为文献研 究、采访服务人员和消费者调查问卷。 调查问卷得出按摩水疗服务人员的汉语听力、口语、词汇和语法的水平低的结 果。此外，汉语消费者对汉语服务的评估也是低等级，因而消费者的满意度为“一 般”。其中服务人员的服务态度是消费者最满意的因素，满意度最少是缺乏汉语版网 站，不便于消费者取得信息还包括汉语纸质、指示牌的不足够。本次研究的主要问题 是服务人员缺乏汉语能力或能力不足以与消费者沟通。因此研究者在此研究提出进行 汉语培训的策略，以汉语听力、口语、水疗专用词汇和中国文化并鼓励服务人员应用 汉语的积极性以满足顾客的需求，增加消费者的满意度。

This research was carried out to study the level of Chinese language used to service the Chinese tourist in spa business in Thailand, in which Health Land Spa and Massage was chosen to be the studied spa. This research study the level of Chinese language used to service the Chinese tourists, customer satisfaction with service, the problems arise when access to the service as well as the improvement for better service. This research was conducted through the use of secondary data, staff interviewing and questionnaire. The analysis shows that the level of Chinese language used by the spa’s staffs is very low in every skill including listening and speaking, especially the spa vocabulary and grammar which leads to middle satisfaction from the tourist to the spa in term of communication. The most satisfying point is the manner of the staffs while the least satisfying point assessed by the Chinese tourist is the unavailable of Chinese information on the website. The main problem found from this study is an inadequate Chinese language skill of the staffs. Therefore, it is recommended to provide Chinese language training to the staffs and emphasises more on the listening, conversation, vocabularies related to spa and Chinese culture to increasing customer satisfaction.