辽宁2010年自考饭店服务心理学考试大纲（Liaoning 2010 self test hotel service psychology examination outline）.doc

辽宁2010年自考饭店服务心理学考试大纲（Liaoning 2010 self test hotel service psychology examination outline） Class number: 03958 Teaching materials: hotel service psychology, edited by Wang Henan, publishing house of electronics industry, January 2009. This syllabus is for hotel management professional hotel service psychology course. Topic 1. Basic psychology of hotel service psychology Task 1: understand the development of Psychology Understanding: the birth, rise and development of psychology. A A branch of psychology. A Mastery: the definition of psychology. B Task two psychology of hotel service Understanding: general psychology, hotel service psychology research object. A Understanding: the method of hotel psychology research. B Understanding: the main method of studying hotel service psychology. B Mastering: the necessity of hotel service psychology. B Mastery: the principles that must be followed in the study of hotel psychology. C Topic two perception of hotel services Task 1 understanding perception Understanding: types of sensory perception. A Understanding: observation level. A Mastery: the concept of sensory perception. C Mastery: the changes in feelings are manifested in several ways. B The quality of being conscious. C The service practice significance of task two sense perception Understanding: perception of guests and hotel services. C Understanding: from the perspective of interpersonal perception, the effect of perceived generalization in hotel service on guests. C Mastery: the practical significance of perception to guests. D Focus on: hotel staff for accurate perception of guests. D Topic three memory and attention in hotel service Task 1 understanding memory and attention Understanding: the classification of memories. A Understanding: types of attention. A Understanding: the quality of human memory. A Understanding: the function of attention. B Mastery: the definition of memory and attention. C Grasp: the characteristics of attention. C Task two: the practical s