论心理学在酒店经营管理中的应用.docVIP

PAGE II 《旅游心理学》 课程论文 心理学在旅游行业中的应用——论心理学在酒店经营管理中的应用?  院 系 ：旅游学院专 业：旅游管理年级（班级）：2013级（3）班姓 名：学 号:20136031049 摘 要 随着中国经济快速、稳定的发展，进入21世纪的中国，逐渐进入了世人的视野。随着中国的经济发展，作为第三产业的服务业逐渐发挥了它的魅力，旅游业得以迅速发展，中国外出旅游的和来我国旅游的外国朋友越来越多，那么占了旅游六大要素中食、住、娱的酒店显得越来越重要。旅游心理学在饭店经营管理中的应用日益广泛?，作为饭店从业员都应该去了解、去研究旅游者的出游动机及其心理需求，以达到最大限度的满足旅游者的需求，提高饭店的核心竞争力。随着全球旅游经济的一体化，我国酒店业进入运作成熟、刚性增长趋势凸显的新一轮大发展时期。酒店的服务人员要最终达到令顾客满意的效果，就需要懂得顾客的心理需求，有针对性地提供适宜的周到的服务，同时酒店也必须站在员工的角度考虑其心理需求满足其需求，才能保证员工从顾客的心理需要出发，针对顾客的心理特点才能实现优质服务。? 关键词：旅游心理学；酒店管理；酒店人力资源管理 Abstract With the development of Chinese economy fast, stable, in twenty-first CenturyChinese, gradually into the world. With the Chinese economic development, as the third industry services gradually exerts its charm, the tourism industry has developed rapidly, China travel and tourism in China more and more foreign friends, then accounts for the six elements of tourism, food, live entertainmenthotel becomes more and more important. Application of tourism psychology in the hotel management in the increasingly widespread , as the hotelemployees should understand, to study tourists travel motivation andpsychological needs, in order to satisfy the demand of tourists, improve the core competitiveness of the hotel. With the integration of global economy,Chinas hotel industry entered the mature operation, rigid growth trend highlights a new round of development period. The hotel service personnel toachieve customer satisfaction effect, it needs to understand the customers psychological needs, to provide suitable service. The essence of quality service is the psychological service, only by starting from the customers psychological needs, provide quality service to the customers psychological characteristics. Key words：Tourism psychology; Hotel Management; tthe hotel human resources management 目 录 1 引 言  PAGEREF _Toc12289 1 1.1 旅游心理学于酒店的意义 TOC \o 1-3 \h \u  HYPERLINK \l _Toc12289 1  1.2 心理学在酒店业中的作用  PAGEREF _To