On Tuesday, 18 June 2024, the UKDC Management Study Program, in collaboration with Shangri-La Hotel Surabaya, organized a guest lecture themed “Service Psychology.” The session featured Mr. Cogito Dino Sutama, S.E., M.M. as the guest speaker, and was attended by students from the Hospitality Management concentration at UKDC.
In his presentation, he emphasized that the role of psychology in the hospitality industry is highly significant, as this sector primarily involves the exchange of services between individuals. Therefore, psychology plays a crucial role in shaping service quality and human interactions.
It is also undeniable that the hospitality industry operates as a business sector with consumers. Consequently, understanding consumer behavior is essential in order to deliver products and services that align with their needs and expectations. Psychological science plays an important role in this context by providing insights into how consumers think, behave, perceive, and how environmental factors influence their decision-making processes.