摘要
导游人员在服务中是多角色的统一体,应分清不同角色的作用并适时完成角色的转换。导游服务质量不仅取决于常规性服务更取决于心理服务或情绪性服务。要成为一名能够将游客导入愉悦境界的服务大师,就必须要加强自我管理,善于自我管理。
During the service, the guider is the unification of several roles, we should classify the actions of different roles and finish the roles＇ conversion at the right time. Guiding Service quality depends on regular service as well as psychal service or emotional service. Being a service great master , capable of leading the visitors into pleasant atmosphere, we should be good at self- management, strengthen selfmanagement and complete self- management.
出处
《安徽冶金科技职业学院学报》
2005年第3期117-119,125,共4页
Journal of Anhui Vocational College of Metallurgy and Technology
关键词
导游服务
质量
guiding service
quality
