Seeking the examination papers and answers of tourism psychology over the years is mainly the answer.

Final Examination of Tourism Psychology (1)

1. Fill in the blanks. (per space 1 point, *** 10 point)

1. Tourism consumption behavior is largely influenced by society and can be roughly divided into four categories, referring to groups and social culture.

2. American psychologist Abraham? Maslow put forward that there are five kinds of human needs: physiological needs, social needs and self-realization needs.

3. The research contents of management psychology include individual psychology, psychology and organizational psychology.

4. American psychologist and behaviorist Edgar? Shane divides human characteristics into four hypotheses: "economic man" hypothesis, "complex man" hypothesis and "complex man" hypothesis.

5. Fromm's expectation is that for an incentive factor, its incentive force is equal to the product of individual sum.

2. Judgment (per question 1, *** 10)

1. A certain degree of oneness needs a certain degree of diversity to balance, but this balance is only a relative statement. ( )

2. Psychological research shows that the less group pressure, the higher the job performance of group members. ( )

3. Leadership is an activity, an action process that guides and influences individuals or groups to achieve certain goals under certain conditions. ( )

It's impolite for the receptionist to address the guests by their first names, which will make them feel offended. ( )

People's ability will be shaped when it develops to a certain extent, but knowledge and skills can be accumulated continuously. ( )

6. Equity theory holds that the salary input ratio of an employee is balanced compared with that of another person. If it is not balanced, employees will take measures to achieve this balance. ( )

7. Scientists believe that. Group conflict is harmful to five benefits, and the important duty of managers is to avoid group conflict. ( )

8. Groups can integrate the advantages of individual members, so the efficiency of group operation is much higher than that of individuals. ( )

9. Informal communication only applies to informal groups, because it tends to distort information. ( )

10. Among the five basic types of regular communication network, the information of chain communication network needs to be transmitted layer by layer and screened layer by layer, so it is most likely to cause information leakage and information distortion. ( )

Three. Explanation of terms. (2 points for each question, *** 10)

1. Similarity principle of perception

2. Personality

encourage

4. Strengthening theory

5. Social cognition

4. Short answer questions (10 for each question, ***40 for each question)

1. Briefly describe the basic viewpoints of "X theory" and "Y theory".

2. What are the main factors that affect the cohesion of a group?

3. List three contemporary incentive theories and state their basic viewpoints.

4. What is the internal basic driving force of organizational change?

Verb (abbreviation of verb) discussion (65438+ 05 points for each question, ***30 points)

1. Connecting with the reality, this paper analyzes the complaint psychology of the guests in tourism enterprises, and expounds some general countermeasures for handling the complaints of the guests.

2. Tour guide service is not only a functional service, but also a psychological service. If you are a tour guide, how will you meet the psychological needs of tourists during the tour?

Final Examination of Tourism Psychology (1)

fill (up) a vacancy

1. Family influence; social bracket

2. Security requirements; Respect demand

3. Group psychology; ; Leadership psychology

4. Economic person; Social person; Self-fulfilling person

5. Expectations; valence

judge

√ × √ × √ √ × × × √

Three. Definition of terms

1.

2. It refers to a person's realistic attitude towards objective phenomena and his relatively stable psychological characteristics in habitual behavior.

3. It refers to the willingness to achieve organizational goals through high-level efforts, which is conditional on meeting some personal needs.

4. People's behavior is a function of results. When people are rewarded for a certain behavior, they are most likely to repeat it. This kind of reward is most effective after the ideal behavior. When a person's behavior is punished, the possibility of repetition is very small.

5. It refers to the perception of people and groups in social relations, also known as interpersonal perception.

Four. Short answer

1. Key points:

1) Theory X and Theory Y were put forward by McGregor in 1957. They are two different hypotheses about human nature.

2) The basic idea of "Theory X" is that most people are naturally lazy, and they try their best to avoid work; Most people want to avoid responsibility, have little ambition and just want to be stable; Because of this aversion to work, some people must be threatened by coercion, control, command and punishment to drive them to work hard and achieve the goals of the organization;

3) The basic idea of "Y Theory" is that people's physical and mental efforts at work are human nature, just like entertainment and rest; The control of external forces and the threat of punishment are not the only ways to motivate people to work hard for organizational goals. People will change their guidance and self-control to achieve their promised goals; People's commitment to the goal is closely related to their return after achieving this goal; Under certain incentive conditions, ordinary people are not only willing to accept tasks, but also seek to take responsibility; Most people have considerable imagination, wit and creativity to solve organizational problems; Under the living conditions of modern industrial society, the wisdom potential of ordinary people is only partially brought into play.

2. Key points:

1) Group leadership style.

2) Social status of the group.

3) Group communication.

4) External influence of the Group.

5) Reward methods within the group.

3. Key points:

1) goal setting theory. The theory holds that clear and challenging goals can improve performance; Once we accept the difficult goal, it will bring higher performance than the easy goal; Feedback brings higher performance than no feedback.

2) Strengthen the theory. The theory holds that behavior is a function of its result. When a behavior is rewarded, it is most likely to happen repeatedly; When an action is punished, it is unlikely to happen again.

3) Equity theory. According to this theory, the proportion of reward and input between a person and another person used to compare with him should be balanced. If people feel that their remuneration is not suitable, they may be dissatisfied, reduce the quantity or quality of output, or leave the organization. If people feel that the pay is fair, they may continue to work at the same output level. If people think that personal pay is greater than fair pay, they may work harder.

4. Key points:

1) Selection and revision of organizational objectives.

2) Changes in organizational structure.

3) Changes in internal motivation and needs of organization members.

Discussion on verbs (abbreviation of verb)

1. Key points:

1) The psychology of guests when complaining mainly includes:

A. the psychology of seeking respect.

B. the psychology of venting.

C. the psychology of seeking compensation.

2) General countermeasures for handling complaints:

A. listen patiently and find out the truth.

B. sincerely apologize to the guests.

C. distinguish different situations and deal with them accordingly.

3) Analysis and discussion combined with practice.

2. Key points:

1) Establish a good first impression and last impression.

2) Use the charm of eyes to serve with a smile.

3) Organize tour guide activities by using interest characteristics and AIDI principles.

4) Use tour guide language correctly and give full play to the appeal of the language.

5) Flexible guidance according to the background and personality characteristics of the guests.

6) Be good at observing tourists' emotions, take advantage of tourists' intentional attention and take the initiative to guide them.

7) Win people's hearts with extraordinary service.

8) Analysis and discussion combined with practice.

Remember to give points! ! This is from the teacher, need to contact more!