GB/T 26356-2026Requirements for service quality in tourism shopping places (English PDF)

5.1 Building Requirements

5.1.1 The main building features distinctive forms, structures, materials, and colors, fully embodies the theme and cultural elements, and is in harmony with the surrounding landscape.

5.1.2 The building area should meet functional needs, and the zoning of shopping and rest functions should be scientific and reasonable.

5.1.3 Architectural design should reflect the concepts of green, low-carbon, energy-saving and emission-reduction.

5.2 Interior Space

5.2.1 A lobby, atrium and public rest area that reflect the theme culture should be provided.

5.2.2 Indoor shopping, rest, cultural display, immersive experience, public service, catering and accommodation spaces should be rationally laid out and clearly separated into active and quiet areas.

5.2.3 The routes for indoor passenger and freight traffic should be reasonably designed, preferably forming a loop or connecting reasonably with the tourist flow.

5.2.4 The interior surfaces should be aesthetically pleasing, made of high-end materials, and exquisitely crafted, highlighting cultural characteristics.

5.2.5 The exhibition design has a certain degree of cultural creativity and the theme can be changed according to different seasons and specific festivals.

5.2.6 The shopping atmosphere should be warm and inviting, and public spaces should be designed in accordance with the cultural theme of the venue.

5.3 External Space

5.3.1 A prominent store sign, including the store name in Chinese and foreign languages, the store emblem and logo, should be set up in a conspicuous location, which can be illuminated and beautified.

5.3.2 A gathering plaza or rest area of a certain size should be set up according to the number of tourists, highlighting cultural elements.

5.3.3 The facade design of the main building should be landscape-oriented and thematic, and can also serve the functions of advertising and atmosphere creation.

5.3.4 Public areas should be clean and aesthetically pleasing, free from dirt, disorder, and other problems.

5.3.5 Outdoor landscapes should highlight the theme and culture, with a high green coverage rate.

5.3.6 The site should be in harmony with the surrounding environment, free from destructive construction and visual pollution.

6.1 Transportation Facilities

6.1.1 Dedicated parking areas should be provided. Shopping outlets located in large shopping malls or cultural and tourism leisure districts should set up dedicated parking areas.

6.1.2 The scale, ground paving, parking spaces, signs and markings, and intelligent management of outdoor parking lots shall comply with the relevant clauses of GB/T 17775. Row settings.

6.1.3 Parking garages and underground parking lots shall meet the relevant requirements of JGJ100.

6.1.4 A certain proportion of charging piles and their supporting facilities should be installed in parking areas.

6.1.5 Good accessibility for internal and external traffic, standardized, eye-catching and aesthetically pleasing directional signs, and safe and standardized traffic facilities.

6.2 Front Desk

6.2.1 A dedicated service desk should be set up to provide services such as inquiries, returns and exchanges, and handling complaints.

6.2.2 There should be a dedicated rest area that can systematically introduce product information to tourists through LED screens, interactive touch screens, mobile phone QR codes, etc. And shopping tips.

6.2.3 Guide and shopping guide information racks should be provided, and promotional materials in both Chinese and foreign languages should be provided free of charge and updated in a timely manner.

6.2.4 First aid kits, stretchers, oxygen bags and other first aid supplies should be provided, and emergency transport services should be provided in cooperation with nearby secondary or higher-level hospitals.

6.2.5 It is advisable to provide facilities for storing valuables.

6.3 Signage

6.3.1 Standardized, eye-catching, and aesthetically pleasing traffic guidance signs should be installed along the main roads in the surrounding area.

6.3.2 A reasonable signage system, including guide maps, information boards, signs, and warning signs, shall be set up in accordance with the relevant requirements of GB/T 17775.

6.3.3 Public information graphics used on signs and signage shall comply with the requirements of GB/T 10001.1 and GB/T 10001.5.

6.3.4 The signage should be aesthetically pleasing and reflect the cultural theme of the shopping venue.

6.4 Basic Supporting Facilities

6.4.1 The room shall be equipped with air conditioning and a fresh air system, and the indoor environmental quality shall comply with the provisions of

4.2 in GB/T 18883-2022.

6.4.2 Power and communication systems should meet the needs of normal operation and office work.

6.4.3 There should be separate male and female tourist toilets, along with supporting family toilets. The proportion of Class I tourist toilets should comply with GB/T 18973-2022.

7.3 Regulations for AAAA-level tourist attractions.

6.4.4 Internal restrooms should be managed by designated personnel, and hygiene maintenance records should be kept.

6.4.5 Different types of garbage bins should be provided, distributed reasonably, and designed in an exquisite and aesthetically pleasing manner to harmonize with the environment.

6.4.6 The sewage and rainwater treatment systems are set up reasonably, and the ground rainwater ditches should be landscaped.

6.4.7 It is advisable to equip it with 5G communication facilities from major domestic operators.

6.5 Intelligent Services

6.5.1 Charging facilities for mobile devices such as cell phones should be provided, along with free Wi-Fi. The Wi-Fi signal should be stable and provide full coverage.

6.5.2 Facilities and equipment integrating mobile payment and online and offline services should be provided.

6.5.3 It is advisable to provide intelligent explanation facilities or QR code scanning facilities for proprietary intelligent devices.

6.5.4 It is advisable to equip the facility with comprehensive intelligent monitoring facilities, and the data storage shall comply with the relevant departmental regulations.

6.6 Accessibility facilities

6.6.1 Toilets should be equipped with accessible toilets or mother and baby rooms.

6.6.2 Accessibility access should be provided at entrances and exits, and wheelchairs, strollers and other facilities and corresponding assistive services should be provided for people with special needs.

6.6.3 Buildings with two or more floors shall be equipped with passenger elevators.

7.1 Shopping and Consumption

7.1.1 It should provide a comfortable, convenient, and fully functional shopping experience with diverse features.

7.1.2 A sound after-sales service system should be established, with reasonable regulations and fulfilled commitments.

7.1.3 The number of tourism product brands introduced should be commensurate with the size of the venue.

7.1.4 A comprehensive online membership service platform should be established to provide a wide range of online shopping value-added services and promotional activities.

7.1.5 In addition to the shopping experience, at least three other recreational activities should be provided.

7.1.6 The shopping tourism product system is complete, diverse in type, and has reached a certain scale, making it highly attractive.

7.2 Cultural Display

7.2.1 The theme and culture of tourist shopping venues should be fully explored, and intangible cultural heritage and folk culture should be fully utilized, along with supporting cultural display functions.

7.2.2 The cultural display area should be reasonable and appropriate to the maximum instantaneous carrying capacity of the shopping area.

7.2.3 The exhibition layout is diverse, including but not limited to pictures, videos, immersive experience scenes, etc., with a clear distinction between dynamic and static elements.

7.2.4 The basic conditions and services for opening the exhibition hall shall meet the requirements of GB/T 36721.

7.3 Featured Activities

7.3.1 Promotional activities should be held, with rich content and effective online and offline promotion.

7.3.2 The number of events held annually shall not be less than 12, of which at least 50% shall be themed cultural experience activities.

7.3.3 The event has a significant impact, with a clear effect on increasing customer traffic and operating revenue.

7.4 Other

7.4.1 Services such as light meals, snacks, coffee, and tea should be provided, and food safety and hygiene permits should be obtained.

7.4.2 The number of rest facilities should be appropriate, the layout reasonable, and the types diverse. The style, material, and color of outdoor rest facilities should be consistent with the main building. coordination.

7.4.3 Free drinking water facilities should be provided.

7.4.4 The rest needs of the elderly, teenagers and children should be taken into consideration, and the convenience and fun of rest facilities should be highlighted.

7.4.5 It is advisable to have supporting accommodation facilities such as cultural-themed tourist hotels and motels, and the basic requirements should comply with

7.1.5 of LB/T 064-2017. And the provisions of 7.2.5.

7.4.6 It is advisable to cooperate with the community to set up volunteer and public service functions, including but not limited to free access to public restrooms and medical assistance.

7.4.7 It can cooperate with the education system to set up functions such as study tours, social practice, and science education.

7.4.8 Themed tourism routes can be developed around the construction of shopping tourism destinations.

8.1 Service Personnel

8.1.1 Dedicated staff should be assigned to provide consultation and reception, tour guides and sales assistants, cashiers, complaint handling, and online customer service, with fixed staffing and positions.

8.1.2 Customer service personnel should undergo pre-job training, possess the corresponding business knowledge and skills, and be able to apply them proficiently.

8.1.3 Workers should wear work clothes and name tags, and their appearance should be dignified, elegant, and neat.

8.1.4 Service personnel should be enthusiastic, proactive, and courteous to customers, and provide smiling service.

8.1.5 Standard Mandarin and standard service language should be used, and staff should be able to provide services to foreign guests fluently in English.

8.1.6 Other service quality shall comply with the provisions of Chapter 5 of GB/T 26355-2010.

8.2 Service Response

8.2.1 Reception staff, tour guides and sales assistants should provide services such as inquiry, group reception and registration statistics as soon as possible.

8.2.2 Sales staff should guide tourists to make purchases correctly and provide accurate and detailed product information.

8.2.3 Shop service personnel should greet customers upon entry and answer questions promptly.

8.2.4 Fast and error-free cashier service should be provided, and formal paper or electronic invoices should be issued to tourists after the sale.

8.2.5 It is advisable to provide various packaging options and mailing services, with delivery time not exceeding 24 hours (except for customized products).

8.2.6 Goods return, exchange, and warranty services shall be provided in accordance with relevant regulations, and the processing time for return and exchange services shall not exceed 48 hours.

8.2.7 There should be a designated person responsible for handling tourist complaints, and a complaint hotline should be prominently displayed in both Chinese and foreign languages at the business premises.

8.2.8 A sound complaint system should be established to properly handle tourist complaints, and complaint files, complete complaint handling records, and complaint feedback should be maintained. Feedback and analysis reports.

8.2.9 Daily tourist satisfaction monitoring should be conducted, and the satisfaction rate should not be lower than 95%.

8.2.10 Establish an enterprise service quality management system in accordance with the provisions of GB/T 19001.

8.3 Distinctive Innovations

8.3.1 The display of tourist products should be updated in a timely manner, with an annual update rate of no less than 20%.

8.3.2 An innovative consumer service model has been implemented and has achieved good results, with the annual effective complaint rate decreasing year by year.

8.3.3 Innovative online and offline marketing and social activities have achieved good results and a high level of social reputation.

9.1 Price

9.1.1 The prices of the goods are reasonable and clearly marked.

9.1.2 Prices should be subject to supervision, and there should be no arbitrary price increases or deception of tourists.

9.2 Types

9.2.1 The variety, types and specifications of tourist goods are abundant and complete, which can meet the basic shopping needs of tourists.

9.2.2 The types of tourism products should mainly consist of local specialty products, with new products constantly being introduced and an annual update rate of no less than 10%.

9.2.3 Tourism products should be integrated with the cultural and creative industries to develop cultural and creative souvenirs.

9.3 Quality

9.3.1 All tourist products have complete certificates of conformity, quality and safety (QS) certificates, etc., and these certificates are verifiable.

9.3.2 There should be no expired or spoiled goods. Discounted goods nearing their expiration date should be sold in groups and clearly marked.

9.3.3 No counterfeit, substandard, or high-quality imitation brand-name goods.

9.4 Packaging and Labelling

9.4.1 Packaging for tourist souvenirs should be made of green and environmentally friendly materials to facilitate carrying and transportation by tourists.

9.4.2 Food product packaging is of qualified quality, and the labeling, production date and instructions for use are complete.

9.4.3 Footwear product labeling shall comply with the requirements of QB/T 2673.Packaging and instructions for use of textiles, cosmetics, toys, and sports and leisure products shall also comply with these requirements. The specifications should comply with the requirements of GB/T 5296 (all parts).