旅游心理学复习.ppt

3、针对性满足宾客需求 入门级：尽量满足宾客提出的要求 专家级：记住并提前满足宾客的要求 大师级：观察并发现宾客潜在需求 第十二章 旅游服务心理 旅行社服务的作用 提供最佳旅游路线与行程 安排旅游交通和旅游饭店 介绍旅游景点 推荐当地特产 节约旅游费用 第一节 旅游服务产品设计心理 一、旅游产品的含义 Product 、 Goods、Offering 旅游产品指能够为旅游者提供某种利益的客体或者过程。 旅游产品的核心是旅游服务，旅游者购买旅游产品的过程就是感知旅游服务的过程。 二、旅游产品设计的原则 创新性 价值性 主题性 安全性 三、旅游产品设计方法 1、挖掘情感性因素 求放松 求新奇 求回味 2、借助名人、名片、名著 借助历史人物 借助知名活动 借助文学作品 3、满足旅游者个性化需求 寻求刺激 回归自然 文化艺术鉴赏 美食购物 二、导游人员服务心理 1、影响因素 个体先天素质及生理因素 个体心理因素 社会因素 旅游者的个体因素 2、导游的心理品质 （1）情感品质 正确的情感倾向 道德感 美感 理智感 厚而持久的积极情感 2、导游的心理品质 （2）导游的意志品质 意志的自觉性 意志的果断性 意志的坚韧性 意志的自制性 2、导游的心理品质 （3）导游的能力品质 观察能力 注意能力 表达能力 * * * * The Four Dimensions Human Needs – I began analyzing personalities with this Jungian-based coordinate system, which we call the “4-D System.” The System identifies four fundamental characteristics, which I called “Dimensions” because I wanted something that sounded better than “quadrants.” (Yes, I know that an X-Y coordinate system maps onto a two-dimensional surface.) ? Whenever you work with something fundamental, seek additional relationships. It was soon apparent that each Dimension addresses a core human need that high-performance teams and effective leaders must meet. The Cultivating (green) Dimension addresses the universal human need to feel appreciated by others. The Including (yellow) Dimension addresses the universal human need to feel a sense of belonging. The Visioning (blue) Dimension addresses the universal human need for realistic and hopeful futures. The Directing (orange) Dimension addresses the universal human need for knowing what others expect of us, and having the resources and capability to succeed. Universal human needs underlie every 4-D process. This is why 4-D processes work world-wide. Four Personality “Foundations” – This slide introduces a very interesting exercise. Workshop participants find the foundation of their innate personality, their personality at birth. I believe the simple test is better than 90% accurate. I say this because workshop participants tend to own and hold