Lesson_3_Outline

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A)Par 1: Customers Matter in the Tourism Industry
I)At the core of a successful business practice is the ability to understand the
cutomer.
a)Results of meeting customer expectations:
(1)Repeat business
(2)Positive word-of-mouth advertising
(3)The ability to maintain or raise prices
B)Par. 2: Psychology of Tourists’ Behavior
I)This study is concerned with:
a)What motivates tourists
b)How they make decisions
c)What tourists think of products they buy
d)How much they enjoy and learn during their holiday experience
e)How they interact with the local people and environment
f)How satisfied they are with their holidays
C)Par. 3: Psychology of Tourists’ Behavior – The Study of Travel Motivation
I)Why Tourists Travel?
a)Historical and literary accounts of travel and travelers
b)Discipline of Psychology and its long history of trying to explain human
behavior.
c)Current practices of tourism industry researchers, particularly those involved
in surveying visitors
D)Par 4 -7: Historical studies about travel motivation
I)Roman times
a)Escape
b)Social interaction
c)Social camparison
II)Middle ages
a)Spiritual benefit
III)18th Century England: Grand Tour
a)Education
IV)Mid 19th Century
a)Elements
(1)Industrialization
(2)Urbanization
(3)Improved transportation
b)Brought travel
(1)Social status and class consciousness
(2)Fashions of the railway and spa resorts
V)Presently
a)Enormous differentiation in available
(1)Environments
(2)Host cultures
(3)Type of visitors
b)Main motivations
(1)Travel for escape
(2)Cultural curiosity
(3)Spirituality
(4)Education
(5)Social status
E)Par 8: Psychology studies of travel motivations
I)Motivations noted
a)Personal control
b)Love
c)Sex
d)Competence
e)Tension reduction
f)Arousal
g)Achievement
h)Acceptance
i)Self-development
j)Respect
k)Curiosity
l)Security
m)Understanding
n)Self-actualization
F) Surveying studies of travelers motivation
I)Motivation Questions
a)Passport questions
II)Two theories in Travel motivation
III)Par. 10-12: Plog’s Theory
a)Continuum
(1)Allocentric (10) – Varried in form
(2)Pyschocentric (11)
(3)Midcentric (12)
IV) Par. 13-15: Maslow’s Theory
a)Five areas of human needs (13)
(1)Physiological
(2)Safety
(3)Love
(4)Self-esteem
(5)Self-actualization.
b)As applied to travel (14)
c)Theory operates within a single travel experience (15)
G)Modern Day Travelers: A diverse group (16)
I)General classification system
a)Vacation and leisure
b)Business and professional
c)Visiting friends and relatives
II)These classifications can be divided further
a)Segmenting
H)Marketing research
I)Two kinds
a)Primary research
(1)Individual surveys to customers
b)Secondary research
(1)Conducted by research firm
(a)Segments of the population
(i)In the forms of:
1.Demographics (18)
2.Psychographics (19)
I)。