新書推薦：
《
战后日本对外文化战略研究（1945—1972）
》
售價：HK$
107.8
《
斯坦福十条：AI时代，顶尖大学要这样的人
》
售價：HK$
76.8
《
跃入夏天2：青春校园治愈成长小说 沉默寡言排球手x暴躁可爱小不点
》
售價：HK$
47.1
《
百妖谱3：裟椤双树代表作 奇幻百妖谱动漫原著系列小说 古风青春文学玄幻巨作
》
售價：HK$
49.5
《
西方哲学史：从前苏格拉底到后现代主义
》
售價：HK$
153.8
《
读者考试精选+青年文摘考试精选+登天的感觉：我让考生超常发挥 岳晓东著 如何让考生超常发挥高度自信青
》
售價：HK$
96.8
《
索恩丛书·伊凡雷帝：俄国的第一位沙皇
》
售價：HK$
141.9
![[共2册]利他性销售+利他式表达全2册正版书籍破解销售密码实现业绩狂飙洞察客户未言明核心需求痛点成交](//img.megbook.hk/upload/mall/productImages/26/10/9787547753248.jpg)
《
[共2册]利他性销售+利他式表达全2册正版书籍破解销售密码实现业绩狂飙洞察客户未言明核心需求痛点成交
》
售價：HK$
151.8
|
| 內容簡介： |
|
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。
|
| 關於作者： |
|
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》。
|
| 目錄：
|
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···································································.21
任务四 工作实践法与实验法·····························································.24
课程思政小红星·····················································································.24
知识巩固······························································································.26
技能训练······························································································.26
模块二 旅客感知心理与民航服务······································································.27
项目一 识认旅客感知心理······································································.29
任务一 感知的概念与特征································································.29
任务二 影响旅客感知的主客观因素····················································.32
任务三 旅客感知的心理偏差与效应····················································.33
项目二 识辨旅客满意度测评···································································.36
任务一 建立旅客满意度测评内容·······················································.37
任务二 采集旅客满意度科学数据·······················································.39
任务三 分析旅客满意度的影响因素····················································.40
任务四 制订旅客满意度提升方案·······················································.41
项目三 识用旅客感知心理的体验设计·······················································.43
任务一 认识主题航班······································································.44
任务二 主题航班的方案设计·····························································.45
任务三 不同类型的主题航班方案解析·················································.49
课程思政小红星·····················································································.51
知识巩固······························································································.52
技能训练······························································································.52
模块三 旅客需要心理与民航服务······································································.53
项目一 识认旅客需要心理······································································.55
任务一 需要的概念与特征································································.55
任务二 需要的理论与分类································································.56
任务三 马斯洛需要层次理论及应用····················································.58
项目二 识辨一般旅客需要心理································································.61
任务一 饮食需要心理······································································.61
任务二 安全需要心理······································································.62
任务三 情感需要心理······································································.63
任务四 尊重需要心理······································································.64
项目三 识用特殊旅客需要心理································································.65
任务一 老年旅客的需要心理·····························································.66
任务二 儿童旅客的需要心理·····························································.69
任务三 病残旅客的需要心理·····························································.71
任务四 孕妇旅客的需要心理·····························································.73
任务五 重要旅客的需要心理····
|
|
購物車/收銀台(0) | 在線留言板
| 付款方式
| 運費計算
| 聯絡我們
| 幫助中心 |
加入書簽
HOME
新書上架
暢銷書架
![[共2册]利他性销售+利他式表达全2册正版书籍破解销售密码实现业绩狂飙洞察客户未言明核心需求痛点成交](http://img.megbook.hk/upload/mall/productImages/26/10/9787547753248.jpg)
