- 电子工业出版社
- 9787121471254
- 1-1
- 524969
- 48253986-3
- 平塑
- 16开
- 2024-01
- 244
- 航空服务
- 本科 高职
内容简介
本教材以"识认—识辨—识用”为模块主线，介绍了民航服务心理基础、旅客感知心理、旅客需要心理、旅客个性心理、旅客情绪心理、客我交往心理、民航突发事件旅客心理、旅客群体冲突与投诉心理、民航服务人员心理素质提升等学习模块。每个模块均设置学习目标、思维导图、案例导引、同步思考、课堂互动、课程思政小红星、知识巩固、技能训练等，引入通俗易懂的民航服务心理案例、服务设计方案、民航影视赏析、优秀作业视频等多元化的教学资源和颗粒化的教学微课，辅以全面系统、设计精美的教学PPT、教学大纲和教学任务书，既增加了教材内容的趣味性、可操作性和新颖性，又为广大授课教师与学习者提供了极大的使用便利。
目录
模块一 认识服务心理与民航服务心理··································································· 1__eol__项目一 识认日常生活中的服务心理····························································· 3__eol__任务一 服务心理的理论价值与应用价值················································· 3__eol__任务二 服务心理的基本概念与流派······················································· 5__eol__任务三 服务心理与其他学科的联系····················································· 10__eol__项目二 识辨民航服务的工作性质······························································ 12__eol__任务一 民航服务的概念与特征··························································· 13__eol__任务二 民航服务人员的职业要求························································ 14__eol__任务三 民航服务心理的主要内容························································ 17__eol__项目三 识用民航服务心理的实务方法························································ 17__eol__任务一 观察法················································································ 18__eol__任务二 问询法················································································ 21__eol__任务三 测试法与调查法···································································· 21__eol__任务四 工作实践法与实验法······························································ 24__eol__课程思政小红星······················································································ 24__eol__知识巩固······························································································· 26__eol__技能训练······························································································· 26__eol__模块二 旅客感知心理与民航服务······································································· 27__eol__项目一 识认旅客感知心理······································································· 29__eol__任务一 感知的概念与特征································································· 29__eol__任务二 影响旅客感知的主客观因素····················································· 32__eol__任务三 旅客感知的心理偏差与效应····················································· 33__eol__项目二 识辨旅客满意度测评···································································· 36__eol__任务一 建立旅客满意度测评内容························································ 37__eol__任务二 采集旅客满意度科学数据························································ 39__eol__任务三 分析旅客满意度的影响因素····················································· 40__eol__任务四 制订旅客满意度提升方案························································ 41__eol__项目三 识用旅客感知心理的体验设计························································ 43__eol__任务一 认识主题航班······································································· 44__eol__任务二 主题航班的方案设计······························································ 45__eol__任务三 不同类型的主题航班方案解析·················································· 49__eol__课程思政小红星······················································································ 51__eol__知识巩固······························································································· 52__eol__技能训练······························································································· 52__eol__模块三 旅客需要心理与民航服务······································································· 53__eol__项目一 识认旅客需要心理······································································· 55__eol__任务一 需要的概念与特征································································· 55__eol__任务二 需要的理论与分类································································· 56__eol__任务三 马斯洛需要层次理论及应用····················································· 58__eol__项目二 识辨一般旅客需要心理································································· 61__eol__任务一 饮食需要心理······································································· 61__eol__任务二 安全需要心理······································································· 62__eol__任务三 情感需要心理······································································· 63__eol__任务四 尊重需要心理······································································· 64__eol__项目三 识用特殊旅客需要心理································································· 65
