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| 內容簡介： |
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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。
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| 關於作者： |
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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》。
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| 目錄：
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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····
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