目 次

前 言............................................................................................................................................................1

1范围................................................................................................................................................................. 1

2规范性引用文件.............................................................................................................................................1

3术语和定义.....................................................................................................................................................1

4基本要求.........................................................................................................................................................1

5经营管理.........................................................................................................................................................2

6服务质量.........................................................................................................................................................2

7旅游安全.........................................................................................................................................................3
8社会责任履行.................................................................................................................................................3

9投诉意见处理.................................................................................................................................................3

前 言

本标准按照GB/T 1.1-2009给出的规则起草。

本标准由山西省文化和旅游厅提出并监督实施。

本标准由山西省旅游标准化技术委员会归口。