43 湖南省地方标准 红色研学旅行服务规范 Service specification for red study travelICS CCS 03.080.30 A 12 发 布 湖南省市场监督管理局2021-11发布-09 2022-01实施-09DB43/T22—2021 31 DB43/T 2231—2021 I 目 次 前言 ································ ································ ································ ························ Ⅲ 1 范围 ································ ································ ································ ····················· 1 2 规范性引用文件 ································ ································ ································ ······ 1 3 术语和定义 ································ ································ ································ ············ 1 4 总体要求 ································ ································ ································ ··············· 2 5 研学产品设计 ································ ································ ································ ········· 2 5.1 通用要求 ································ ································ ································ ········· 2 5.2 研发人员 ································ ································ ································ ········· 2 5.3 课程设计 ································ ································ ································ ········· 3 5.4 红色研学手册 ································ ································ ································ ··· 3 5.5 教学教案 ································ ································ ································ ········· 3 6 活动准备 ································ ································ ································ ··············· 3 6.1 签订合同 ································ ································ ································ ········· 3 6.2 联络 ································ ································ ································ ··············· 3 6.3 人员准备 ································ ································ ································ ········· 4 6.4 其他准备 ································ ································ ································ ········· 4 7 服务要求 ································ ································ ································ ··············· 4 7.1 旅途服务 ································ ································ ································ ········· 4 7.2 活动组织 ································ ································ ································ ········· 4 7.3 课程服务 ································ ································ ································ ········· 4 7.4 饮食服务 ································ ································ ································ ········· 4 7.5 住宿服务 ································ ································ ································ ········· 4 7.6 安全服务 ································ ································ ································ ········· 5 7.7 返程服务 ································ ································ ································ ········· 5 8 服务质量评价与改进 ································ ································ ································ 5 8.1 投诉处理 ································ ································ ································ ········· 5 8.2 服务评价 ································ ································ ································ ········· 5 8.3 持续改进 ································ ································ ································ ········· 5 参考文献 ································ ································ ································ ···················· 6 DB43/T 2231—2021 II DB43/T 2231—2021 III 前 言 本文件按照 GB/T 1.1 —2020《标准化工作导则 第1部分：标准化文件的结构和起草规则》的规 定起草。 请注意本文件的某些内容可能 涉及到专利。本文件的发布机构不承担识别专利的责任。 本文件由湖南省文化和旅游厅提出。 本文件由湖南省旅