摘要:20世纪八十年代以来，我国的森林旅游业得到了蓬勃发展，回归自然已成为现代人的一种重要生活方式。随着森林公园逐渐成为旅游者的主要旅游目的地之一，对森林公园游客服务管理的研究引起了学术界的重视。森林公园游客服务管理是森林公园管理中的一个重要组成部分，是成功地提升森林公园的旅游服务环境的一个关键。但是国内外目前对森林公园游客服务管理的研究还较为薄弱，系统性研究森林公园游客服务管理的文献更是缺乏，这与森林旅游的发展对游客服务管理理论研究的要求是严重不相符的。而城市森林旅游作为森林旅游业中比较特殊的一种旅游方式，其出现也有一个利弊并存的现象。如何通过科学合理的规划与有效管理，才能使城市森林旅游在可持续发展的前提下，提升顾客服务满意度？如何协调城市森林公园管理者和游客之间的统一与对立？进而促进城市森林旅游的发展，进而实现城市森林公园管理者与游客之间的“双赢”局面；如何在加强公园服务管理的前提下，为游客提供更好的服务？本文以上海共青森林公园为研究对象，对存在的上述森林公园的游客服务管理问题进行了深入的探讨。本文针对共青森林公园游客服务管理的研究正是基于这样的背景下提出来的。

本文总共分为7章：第1章为绪论部分。第2章到第6章为正文部分，在这个部分中主要介绍了共青森林公园游客服务管理的研究体系应包括的内容即森林公园游客服务管理的概念、特点、目标和原则，国内外两个典型森林公园的管理模式，共青森林公园游客服务管理现状分析， 共青森林公园游客服务改进与优化策略，共青森林公园游客服务管理监测与检验体系的构建等内容。第7章对全文进行了总结，并对本文研究的不足之处及需要深入研究的地方作了说明。

本文的主要成果包括：对构建城市森林公园游客服务管理研究的理论体系进行了尝试；从多个方面概括了共青森林公园游客服务管理方面存在的问题及优化策略，提出了一些游客服务管理的具体操作方法；初步创建了共青森林公园的游客服务管理的监测指标体系，并进行了一定的探讨。

关键词:共青森林公园 森林旅游 游客服务 游客服务管理 游客体验管理

Abstract:Forest tourism developed very quickly since the 1980s, so “recurrence to nature” becomes one important ways of modern people. With the forest park gradually becoming one of the key destinations for tourists, the Academics attach importance to the research of tourist service management of forest park. Tourist service management of forest park is an important form of forest park management as well as a key factor to promote its tourism service environment. But the research to this field is vulnerable, we are short of those documents that systematically research tourists service management of forest park, which won’t conform to the require of theory research today. Being special forest tourism, the appearance of city forest tourism has its advantages and disadvantages. Corroding to the sustained and coordinated development theory, how to promote the customer’s satisfied tolerance through scientific and rational planning?  How to coordinate the integration and counter for the tourist and the city forest park’s administrators? And then promote the development of city forest tourism in order to make “Win-win ” situation. Prerequisite to enhance the management level of forest park, how to provide better service for tourists? With the research target of Gongqing forest park, the article inquired into the forest park service management to the above-mentioned problems, which is also the background of this article.

　　　The article has seven chapters; the main part is from the 2nd chapter to the sixth chapter. The article discussed the conception, feature, target and principles of forest park tourist service management in this part, it also discussed the service strategy and inspection system Of Gongqing forest park. The article give a conclusion in chapter seven and point out the weakness and problems of the research.

　　　The main Results of the article include: try to construct the theory systems of tourist service management of city forest park; include problems and strategies to the tourist service management of Gongqing forest park in some aspects. Try to create the monitoring indicators system and explore in depth to the tourist service management of Gongqing forest park.　

Key words: Gongqing Forest Park, Forest Tourism, Tourist Service, Tourist Service Management, Tourist Experience Management.