Preface 1 Scope 2 Normative cited documents 3 General terms and definitions 4 General principles 4.1 Organization 5 Travel service workflow 5.1 Product sales services 5.2 Planning and adjustment business services 5.3 Tour guide services 6. Service summary 7 Service monitoring 7.1 Process monitoring 7.2 Change management 8 Contract Management 9 Service Quality Supervision and Complaint Handling 9.1 Service Quality Complaints 9.2 Evaluation and Improvement