铁路旅客运输服务-Railway passenger transport services-1738488634492

Railwaypassengertransportservices铁路旅客运输服务内容文字：≥16号层级序号

一、1.（1）01①Characteristicsofrailwaypassengertransportservice铁路客运服务的特征相关知识Therelevantknowledge二、消费特征(Consumptioncharacteristics)三、设计特征(Designcharacteristics)一、生产特征(Productioncharacteristics)铁路客运服务的特征目录DirectoryCharacteristicsofrailwaypassengertransportservice铁路客运服务的特征生产特征01.ProductioncharacteristicsCharacteristicsofrailwaypassengertransportservice一、生产特征Productioncharacteristics(1)技术性Technology铁路客运服务生产系统涉及车、机、工、电、辆等不同的技术部门,它们为客运服务提供技术性支持，保证铁路客运服务质量的可靠性和稳定性。

Theproductionsystemofrailwaypassengertransportserviceinvolvesdifferenttechnicaldepartmentssuchastrainoperation,railwaylocomotive,railwayline,railwaysignallingandrailwayvehicles,whichprovidetechnicalsupportforpassengertransportservicesandensurethereliabilityandstabilityofrailwaypassengertransportservicequality.一、生产特征Productioncharacteristics(2)系统性Systematicness

铁路客运服务生产系统是一个大的系统。为了向旅客提供高质量的服务,必须尽量减小系统内各要素的服务差距,实现各生产部门和生产环节的有机协调,实现生产系统“整体最优”的目标。

Theproductionsystemofrailwaypassengertransportserviceisalargesystem.Inordertoprovidehigh-qualityservicestopassengers,itisnecessarytominimizetheservicegapamongvariouselementsinthesystem,achievetheorganiccoordinationofvariousproductiondepartmentsandproductionlinks,andachievethegoalof"overalloptimization"oftheproductionsystem.一、生产特征Productioncharacteristics(3)信息化Informatization随着信息技术的发展及广泛应用,铁路客运服务生产系统向“信息化、自动化”方向发展。如铁路客票发售与预订系统、旅客服务系统、铁路客运管理信息系统、站车无线交互系统等现代化的信息管理系统的应用,全面实现了铁路运营管理手段的现代化,提高了企业管理水平和运输生产效率

Withthedevelopmentandwideapplicationofinformationtechnology,therailwaypassengertransportserviceproductionsystemisdevelopingtowards"informatizationandautomation".Forexample,theapplicationofmoderninformationmanagementsystemssuchasrailwayticketsalesandreservationsystem,passengerservicesystem,railwaypassengertransportmanagementinformationsystem,stationtrainwirelessinteractionsystem,etc.hasfullymodernizedrailwayoperationmanagementmeansandimprovedenterprisemanagementlevelandtransportationproductionefficiency.一、生产特征Productioncharacteristics(4)人性化Individualization铁路客运服务生产系统以“以人为本”作为指导思想,满足旅客旅行需求,真正做到“服务旅客”,而非“管理旅客”。Theproductionsystemofrailwaypassengertransportservicetakes"people-oriented"astheguidingideologytomeetthetravelneedsofpassengersandtruly"servepassengers"ratherthan"managepassengers".铁路客运服务的特征消费特征02.ConsumptioncharacteristicsCharacteristicsofrailwaypassengertransportservice有形产品的生产与消费是分开的，有形产品是作为生产过程的结果被顾客消费的，是一种完全的结果消费。而铁路客运服务不可能被事先生产出来，旅客对服务产品的消费也不可能是完全的结果消费，服务过程也是服务消费的重要组成部分。Theproductionandconsumptionoftangibleproductsareseparated.Tangibleproductsareconsumedbycustomersastheresultoftheproductionprocess,whichisacompleteresultconsumption.However,therailwaypassengertransportservicecannotbeproducedinadvance,andthepassenger'sconsumptionofserviceproductscannotbethecompleteresultconsumption.Theserviceprocessisalsoanimportantpartofserviceconsumption.二、消费特征Consumptioncharacteristics(1)过程消费Processconsumption铁路客运服务消费的过程性决定了服务生产与消费同步进行。这种同步性决定了旅客对服务质量的感知是对服务全过程各个环节的质量感知，每个环节的质量感知都会影响到旅客对服务整体质量的评价。Theprocessofrailwaypassengertransportserviceconsumptiondeterminesthatserviceproductionandconsumptionarecarriedoutsimultaneously.Thissynchronizationdeterminesthatpassengers'perceptionofservicequalityisthequalityperceptionofeachlinkinthewholeserviceprocess,andthequalityperceptionofeachlinkwillaffectpassengers'evaluationoftheoverallservicequality.二、消费特征Consumptioncharacteristics(2)消费与生产同步性Synchronizationofconsumptionandproduction因此，铁路客运服务质量的形成不仅取决于运输企业对服务内容的设计、服务标准的制定以及服务生产过程的管理与控制，而且旅客的运输服务消费理念和实际消费过程中随机的生理、心理和特种状况等都会影响到其对质量的感知与评价。Therefore,theformationoftheservicequalityofrailwaypassengertransportnotonlydependsonthedesignoftheservicecontent,theformulationoftheservicestandardsandthemanagementandcontroloftheserviceproductionprocessbythetransportenterprises,butalsotheconceptofpassengertransportserviceconsumptionandtherandomphysiological,psychologicalandspecialconditionsintheactualconsumptionprocesswillaffecttheirperceptionandevaluationofquality.二、消费特征ABC(2)消费与生产同步性Synchronizationofconsumptionandproduction运输服务的生产与消费是在旅客、服务人员和服务设备互动中完成的，其互动的结果与质量有较大的后效性。即前一个服务环节的互动质量会影响到下一个环节的互动基础与氛围，最终影响旅客对运输服务质量的感知与评价以及再次选择的机会Theproductionandconsumptionoftransportationservicesarecompletedintheinteractionofpassengers,servicepersonnelandserviceequipment,andtheinteractionresultsandqualityhaveagreataftereffect.Thatis,theinteractionqualityofthepreviousservicelinkwillaffecttheinteractionfoundationandatmosphereofthenextlink,andultimatelyaffectpassengers'perceptionandevaluationoftransportservicequalityandtheopportunitytochooseagain.二、消费特征Consumptioncharacteristics(3)消费与生产交叉Crossbetweenconsumptionandproduction铁路客运服务的特征设计特征03.DesigncharacteristicsCharacteristicsofrailwaypassengertransportservice三、设计特征Designcharacteristics(1)铁路客运服务设计体现“以人为本”的理念Railwaypassengertransportservicedesignembodiestheconceptof"people-oriented"服务理念是服务产品设计的核心，是运输企业提供给旅客能满足其某种或某几种需求服务的“功能”和“效用”。它是运输企业提供铁路客运服务的指导思想，是铁路客运服务设计的标准和依据。铁路运输企业要以“旅客需求”为导向，树立“以人为本”的理念，设计出令旅客满意的服务。Serviceconceptisthecoreofserviceproductdesignandthe"function"and"utility"ofservicesprovidedbytransportationenterprisestopassengerstomeetoneorseveralneeds.Itistheguidingideologyfortransportenterprisestoproviderailwaypassengertransportservices,andthestandardandbasisforthedesignofrailwaypassengertransportservices.Railwaytransportenterprisesshouldtake"passengerdemand"astheguide,establishtheconceptof"people-oriented"anddesignservicesthatsatisfypassengers.三、设计特征Designcharacteristics(2)铁路客运服务设计涵盖服务“全过程、全方位”Railwaypassengertransportservicedesigncoversthe"wholeprocessandall-round"旅客对服务各方面的感知都会影响到其对客运服务整体质量的评价。为旅客提供高质量的服务，就意味着服务全过程、各方面、各环节的质量都要高，旅客在旅途中所经历的一切，即从旅途开始之前的咨询、预订票到客运站车服务以及事后投诉服务等，所有环节都做好，才能保证旅行全过程的质量，令旅客满意。Passengers'perceptionofallaspectsofservicewillaffecttheirevaluationoftheoverallqualityofpassengerservice.Toprovidehigh-qualityserviceforpassengersmeansthatthequalityofthewholeserviceprocess,allaspectsandalllinksshouldbehigh.Everythingthatpassengersexperienceduringthejourney,fromconsultationbeforethestartofthejourney,bookingticketstopassengerstationservicesandcomplaintsafterwards,mustbedonewell.Onlyinthiswaycanthequalityofthewholetravelprocessbeguaranteedandpassengersbesatisfied.三、设计特征Designcharacteristics(3)铁路客运服务设计“信息化”程度高Highdegreeof"informatization"inrailwaypassengertransportservicedesign信息化技术在铁路客运服务设计中起了很重要的作用，铁路利用计算机硬件、软件及计算机网络进行市场调查、新服务项目的开发、模拟、测试以及产品的推广。Informationtechnologyplaysaveryimportantroleinthedesignofrailwaypassengertransportservice.Therailwayusescomputerhardware,softwareandcomputernetworktocarryoutmarketresearch,development,simulation,testingofnewserviceitemsandpromotionofproducts.三、设计特征Designcharacteristics(4)铁路客运服务的“先进性”"Progressiveness"ofrailwaypassengertransportservice①为旅客设计了更多信息化程度高的服务，如信息引导系统，为旅客提供车站示意图、方向指示、普通商业信息、列车时刻表、正晚点信息、列车到站信息、天气等信息，为旅客的出行提供了方便，提高旅客的满意度。①Moreinformation-basedservicesaredesignedforpassengers,suchasinformationguidancesystem,whichprovidespassengerswithstationschematic