作者：郑菲菲
页数：244
出版社：电子工业出版社
出版日期：2024
ISBN：9787121471254
电子书格式：pdf/epub/txt
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。
作者简介
郑菲菲，2011.7―至今 在南京旅游职业学院人文艺术学院任教，主讲课程：民航服务心理与实务、民航服务沟通等；主编校级重点教材：《民航服务心理学》《民航服务沟通技巧》。
目录
模块一 认识服务心理与民航服务心理··································································.1
项目一 识认日常生活中的服务心理····························································.3
任务一 服务心理的理论价值与应用价值················································.3
任务二 服务心理的基本概念与流派······················································.5
任务三 服务心理与其他学科的联系····················································.10
项目二 识辨民航服务的工作性质·····························································.12
任务一 民航服务的概念与特征··························································.13
任务二 民航服务人员的职业要求·······················································.14
任务三 民航服务心理的主要内容·······················································.17
项目三 识用民航服务心理的实务方法·······················································.17
任务一 观察法···············································································.18
任务二 问询法···············································································.21
任务三 测试法与调查法··················································
项目一 识认日常生活中的服务心理····························································.3
任务一 服务心理的理论价值与应用价值················································.3
任务二 服务心理的基本概念与流派······················································.5
任务三 服务心理与其他学科的联系····················································.10
项目二 识辨民航服务的工作性质·····························································.12
任务一 民航服务的概念与特征··························································.13
任务二 民航服务人员的职业要求·······················································.14
任务三 民航服务心理的主要内容·······················································.17
项目三 识用民航服务心理的实务方法·······················································.17
任务一 观察法···············································································.18
任务二 问询法···············································································.21
任务三 测试法与调查法··················································
