Catalogue of tourism psychology

Item 1 travel agency service psychology 1

Task 1: tourists' needs 2

Demand overview 2

2 Maslow's hierarchy of needs theory 4

3. Internal reasons for tourists to travel abroad

General needs of tourists 12

Demand Analysis of Tourists of Different Ages 14

Thinking exercise 16

Task 2 Tourism Motivation 17

Overview of tourism motivation 17

Classification of tourism motivation

3. Stimulate tourism motivation 26

Thinking exercise 29

Task three questionnaire survey method 30

Basic structure of questionnaire 30

Two. Questionnaire design principle 33

Formal design of three questions 36

Design of four answers 38

Five common mistakes in questionnaire design

Thinking exercise 4 1

Demand of project task teachers for summer vacation line products

Questionnaire 44

Task 4 Tourism Condition Perception 47

Perceive the spatial distance of a pair of tourists 47

Second, the perception of travel time 49

Three views on tourist traffic 5 1

Four views on tourist destinations 58

Five views on tourism products 59

Thinking exercise 59

Task 5 Tourism Purchase Decision 6 1

Tourism purchase decision and its process 62 pages

2. Factors affecting tourists' purchase decision 68

Third, the risk perception of tourism purchase decision 70

4. Tourists' attitudes and purchasing decisions 75

Five purchase decisions and tourism product marketing 77 pages

Thinking exercise 80

Project task teacher summer vacation travel route product personnel

Recommendation 8 1

The second tour guide service psychology 85

Task 1 tourists' perception 86

Feeling and perception 87

The second sensitivity 88

The characteristics of the three senses 89

Tourism perception and its characteristics 92 pages

Five illusions 96

Six factors affecting tourism perception 99

Thinking exercise 102

Tour guide service of the project task "Two-day tour of Ice Valley"

Psychological strategy 103

Task 2 Tourism Interpersonal Perception 106

Overview of interpersonal perception 106

Second, the factors affecting interpersonal perception 108

Thinking exercise 1 16

Task 3: Tourism service interpersonal relationship 1 17

Overview of interpersonal relationship 1 18

catalogue

Fourth, tourism psychology and service strategy

Two factors affecting interpersonal attraction 1 18

Iii. Establishing Good Interpersonal Relationships 122

4. Customer-self relationship in tourism service 124

Thinking exercise 128

Set of interpersonal communication strategies for project tasks 129

Task 4 Temperament and Personality of Tourists 134

The temperament of a tourist 134

Second, the personality of tourists 142

Three Temperaments and Personality 145

Thinking exercise 146

Identification of project task temperament and tourism reception strategy 147

Task 5 Tourism Team Regulations 152

The nature of the tourism team 152

Two tour guides and "core figures" of the tourism team 155

The "Fury" of Three Tour Guides and Tourism Teams 158

Four tour guides and the tourism team "fight in groups" 164

Persuasion and supervision of five tour guides and tourists 168

Tour guide image and team regulations 17 1

Thinking exercise 173

Case analysis of project task tourism team supervision

Report 174

Item 3 Service Psychology of Tourist Hotels 177

Task 1 Front Office Service Psychology 178

Overview of front desk service 178

Second, the general psychological needs of lobby tourists 179

Third, the psychological strategy of front office service 182

Thinking exercise 187

Project Task Hotel Front Office Reception Service Plan 188

Task 2 Room Service Psychology 19 1

A psychological demand analysis of guest rooms 19 1

Second, the psychological strategy of room service 196

Thinking exercise 202

Project Task Hotel Room Reception Service Plan 203

Task 3 Restaurant Service Psychology 207

Analysis of psychological needs of a restaurant 207

Second, the psychological strategy of restaurant service 2 12

Thinking exercise 224

Project Task Hotel Restaurant Reception Service Plan 224

Item 4 Other Service Psychology of Tourism Enterprises 229

Task 1 Tourism Commodity Service Psychology 230

A, tourism commodity psychology, 230 pages

Second, tourism commodity service psychology 232

Three tourism commodity purchase behavior analysis 233

Four tourism commodity sales staff service skills 235

Shopping guide skills of five tour guides 237

Development of tourist commodities

Seven sales of tourist goods 242

Thinking exercise 245

Project Task Guide Dalian Seafood Shopping Guide

Tip 246

Task 2 Tourism Complaint Service Psychology 248

Causes of travel complaints 249

Psychological analysis of tourist complaints 25 1

Three tourist complaints service psychological strategy 253

Thinking exercise 257

Task 3 Tourism after-sales service psychology 258

Summary of after-sales service of tourism enterprises 258

2 tourism enterprises after-sales service strategy 259

Thinking exercise 262

Project Task: After-sales Service Scheme for Tourism Enterprises 262

Project five tourism enterprise staff psychology 265

Task 1: Cultivate a good memory 266

Memory summary 266

Two forgetfulness 270

Third, cultivate a good memory.

Thinking exercise 278

Collection of National Counseling Preparation Memory Method for Project Tasks 279

Task 2 Emotion and Emotional Adjustment 282

Overview of emotions and emotions 282

Catalogue five

The two elements of emotion 285

Three emotions and emotions 288

Four emotional adjustment 290

Thinking exercise 296

Task 3: Mental Health of Employees in Tourism Enterprises 300

The concept of mental health

Secondary mental health standard 30 1

Be a mentally healthy person.

4 psychological problems of employees in tourism enterprises 303

Thinking exercise 307

Reference 3 1 1