鐵路旅客運(yùn)輸服務(wù)-Railway passenger transport services-1738488634492

Railwaypassengertransportservices鐵路旅客運(yùn)輸服務(wù)內(nèi)容文字：≥16號(hào)層級(jí)序號(hào)

一、1.（1）01①Characteristicsofrailwaypassengertransportservice鐵路客運(yùn)服務(wù)的特征相關(guān)知識(shí)Therelevantknowledge二、消費(fèi)特征(Consumptioncharacteristics)三、設(shè)計(jì)特征(Designcharacteristics)一、生產(chǎn)特征(Productioncharacteristics)鐵路客運(yùn)服務(wù)的特征目錄DirectoryCharacteristicsofrailwaypassengertransportservice鐵路客運(yùn)服務(wù)的特征生產(chǎn)特征01.ProductioncharacteristicsCharacteristicsofrailwaypassengertransportservice一、生產(chǎn)特征Productioncharacteristics(1)技術(shù)性Technology鐵路客運(yùn)服務(wù)生產(chǎn)系統(tǒng)涉及車、機(jī)、工、電、輛等不同的技術(shù)部門(mén),它們?yōu)榭瓦\(yùn)服務(wù)提供技術(shù)性支持，保證鐵路客運(yùn)服務(wù)質(zhì)量的可靠性和穩(wěn)定性。

Theproductionsystemofrailwaypassengertransportserviceinvolvesdifferenttechnicaldepartmentssuchastrainoperation,railwaylocomotive,railwayline,railwaysignallingandrailwayvehicles,whichprovidetechnicalsupportforpassengertransportservicesandensurethereliabilityandstabilityofrailwaypassengertransportservicequality.一、生產(chǎn)特征Productioncharacteristics(2)系統(tǒng)性Systematicness

鐵路客運(yùn)服務(wù)生產(chǎn)系統(tǒng)是一個(gè)大的系統(tǒng)。為了向旅客提供高質(zhì)量的服務(wù),必須盡量減小系統(tǒng)內(nèi)各要素的服務(wù)差距,實(shí)現(xiàn)各生產(chǎn)部門(mén)和生產(chǎn)環(huán)節(jié)的有機(jī)協(xié)調(diào),實(shí)現(xiàn)生產(chǎn)系統(tǒng)“整體最優(yōu)”的目標(biāo)。

Theproductionsystemofrailwaypassengertransportserviceisalargesystem.Inordertoprovidehigh-qualityservicestopassengers,itisnecessarytominimizetheservicegapamongvariouselementsinthesystem,achievetheorganiccoordinationofvariousproductiondepartmentsandproductionlinks,andachievethegoalof"overalloptimization"oftheproductionsystem.一、生產(chǎn)特征Productioncharacteristics(3)信息化Informatization隨著信息技術(shù)的發(fā)展及廣泛應(yīng)用,鐵路客運(yùn)服務(wù)生產(chǎn)系統(tǒng)向“信息化、自動(dòng)化”方向發(fā)展。如鐵路客票發(fā)售與預(yù)訂系統(tǒng)、旅客服務(wù)系統(tǒng)、鐵路客運(yùn)管理信息系統(tǒng)、站車無(wú)線交互系統(tǒng)等現(xiàn)代化的信息管理系統(tǒng)的應(yīng)用,全面實(shí)現(xiàn)了鐵路運(yùn)營(yíng)管理手段的現(xiàn)代化,提高了企業(yè)管理水平和運(yùn)輸生產(chǎn)效率

Withthedevelopmentandwideapplicationofinformationtechnology,therailwaypassengertransportserviceproductionsystemisdevelopingtowards"informatizationandautomation".Forexample,theapplicationofmoderninformationmanagementsystemssuchasrailwayticketsalesandreservationsystem,passengerservicesystem,railwaypassengertransportmanagementinformationsystem,stationtrainwirelessinteractionsystem,etc.hasfullymodernizedrailwayoperationmanagementmeansandimprovedenterprisemanagementlevelandtransportationproductionefficiency.一、生產(chǎn)特征Productioncharacteristics(4)人性化Individualization鐵路客運(yùn)服務(wù)生產(chǎn)系統(tǒng)以“以人為本”作為指導(dǎo)思想,滿足旅客旅行需求,真正做到“服務(wù)旅客”,而非“管理旅客”。Theproductionsystemofrailwaypassengertransportservicetakes"people-oriented"astheguidingideologytomeetthetravelneedsofpassengersandtruly"servepassengers"ratherthan"managepassengers".鐵路客運(yùn)服務(wù)的特征消費(fèi)特征02.ConsumptioncharacteristicsCharacteristicsofrailwaypassengertransportservice有形產(chǎn)品的生產(chǎn)與消費(fèi)是分開(kāi)的，有形產(chǎn)品是作為生產(chǎn)過(guò)程的結(jié)果被顧客消費(fèi)的，是一種完全的結(jié)果消費(fèi)。而鐵路客運(yùn)服務(wù)不可能被事先生產(chǎn)出來(lái)，旅客對(duì)服務(wù)產(chǎn)品的消費(fèi)也不可能是完全的結(jié)果消費(fèi)，服務(wù)過(guò)程也是服務(wù)消費(fèi)的重要組成部分。Theproductionandconsumptionoftangibleproductsareseparated.Tangibleproductsareconsumedbycustomersastheresultoftheproductionprocess,whichisacompleteresultconsumption.However,therailwaypassengertransportservicecannotbeproducedinadvance,andthepassenger'sconsumptionofserviceproductscannotbethecompleteresultconsumption.Theserviceprocessisalsoanimportantpartofserviceconsumption.二、消費(fèi)特征Consumptioncharacteristics(1)過(guò)程消費(fèi)Processconsumption鐵路客運(yùn)服務(wù)消費(fèi)的過(guò)程性決定了服務(wù)生產(chǎn)與消費(fèi)同步進(jìn)行。這種同步性決定了旅客對(duì)服務(wù)質(zhì)量的感知是對(duì)服務(wù)全過(guò)程各個(gè)環(huán)節(jié)的質(zhì)量感知，每個(gè)環(huán)節(jié)的質(zhì)量感知都會(huì)影響到旅客對(duì)服務(wù)整體質(zhì)量的評(píng)價(jià)。Theprocessofrailwaypassengertransportserviceconsumptiondeterminesthatserviceproductionandconsumptionarecarriedoutsimultaneously.Thissynchronizationdeterminesthatpassengers'perceptionofservicequalityisthequalityperceptionofeachlinkinthewholeserviceprocess,andthequalityperceptionofeachlinkwillaffectpassengers'evaluationoftheoverallservicequality.二、消費(fèi)特征Consumptioncharacteristics(2)消費(fèi)與生產(chǎn)同步性Synchronizationofconsumptionandproduction因此，鐵路客運(yùn)服務(wù)質(zhì)量的形成不僅取決于運(yùn)輸企業(yè)對(duì)服務(wù)內(nèi)容的設(shè)計(jì)、服務(wù)標(biāo)準(zhǔn)的制定以及服務(wù)生產(chǎn)過(guò)程的管理與控制，而且旅客的運(yùn)輸服務(wù)消費(fèi)理念和實(shí)際消費(fèi)過(guò)程中隨機(jī)的生理、心理和特種狀況等都會(huì)影響到其對(duì)質(zhì)量的感知與評(píng)價(jià)。Therefore,theformationoftheservicequalityofrailwaypassengertransportnotonlydependsonthedesignoftheservicecontent,theformulationoftheservicestandardsandthemanagementandcontroloftheserviceproductionprocessbythetransportenterprises,butalsotheconceptofpassengertransportserviceconsumptionandtherandomphysiological,psychologicalandspecialconditionsintheactualconsumptionprocesswillaffecttheirperceptionandevaluationofquality.二、消費(fèi)特征ABC(2)消費(fèi)與生產(chǎn)同步性Synchronizationofconsumptionandproduction運(yùn)輸服務(wù)的生產(chǎn)與消費(fèi)是在旅客、服務(wù)人員和服務(wù)設(shè)備互動(dòng)中完成的，其互動(dòng)的結(jié)果與質(zhì)量有較大的后效性。即前一個(gè)服務(wù)環(huán)節(jié)的互動(dòng)質(zhì)量會(huì)影響到下一個(gè)環(huán)節(jié)的互動(dòng)基礎(chǔ)與氛圍，最終影響旅客對(duì)運(yùn)輸服務(wù)質(zhì)量的感知與評(píng)價(jià)以及再次選擇的機(jī)會(huì)Theproductionandconsumptionoftransportationservicesarecompletedintheinteractionofpassengers,servicepersonnelandserviceequipment,andtheinteractionresultsandqualityhaveagreataftereffect.Thatis,theinteractionqualityofthepreviousservicelinkwillaffecttheinteractionfoundationandatmosphereofthenextlink,andultimatelyaffectpassengers'perceptionandevaluationoftransportservicequalityandtheopportunitytochooseagain.二、消費(fèi)特征Consumptioncharacteristics(3)消費(fèi)與生產(chǎn)交叉Crossbetweenconsumptionandproduction鐵路客運(yùn)服務(wù)的特征設(shè)計(jì)特征03.DesigncharacteristicsCharacteristicsofrailwaypassengertransportservice三、設(shè)計(jì)特征Designcharacteristics(1)鐵路客運(yùn)服務(wù)設(shè)計(jì)體現(xiàn)“以人為本”的理念Railwaypassengertransportservicedesignembodiestheconceptof"people-oriented"服務(wù)理念是服務(wù)產(chǎn)品設(shè)計(jì)的核心，是運(yùn)輸企業(yè)提供給旅客能滿足其某種或某幾種需求服務(wù)的“功能”和“效用”。它是運(yùn)輸企業(yè)提供鐵路客運(yùn)服務(wù)的指導(dǎo)思想，是鐵路客運(yùn)服務(wù)設(shè)計(jì)的標(biāo)準(zhǔn)和依據(jù)。鐵路運(yùn)輸企業(yè)要以“旅客需求”為導(dǎo)向，樹(shù)立“以人為本”的理念，設(shè)計(jì)出令旅客滿意的服務(wù)。Serviceconceptisthecoreofserviceproductdesignandthe"function"and"utility"ofservicesprovidedbytransportationenterprisestopassengerstomeetoneorseveralneeds.Itistheguidingideologyfortransportenterprisestoproviderailwaypassengertransportservices,andthestandardandbasisforthedesignofrailwaypassengertransportservices.Railwaytransportenterprisesshouldtake"passengerdemand"astheguide,establishtheconceptof"people-oriented"anddesignservicesthatsatisfypassengers.三、設(shè)計(jì)特征Designcharacteristics(2)鐵路客運(yùn)服務(wù)設(shè)計(jì)涵蓋服務(wù)“全過(guò)程、全方位”Railwaypassengertransportservicedesigncoversthe"wholeprocessandall-round"旅客對(duì)服務(wù)各方面的感知都會(huì)影響到其對(duì)客運(yùn)服務(wù)整體質(zhì)量的評(píng)價(jià)。為旅客提供高質(zhì)量的服務(wù)，就意味著服務(wù)全過(guò)程、各方面、各環(huán)節(jié)的質(zhì)量都要高，旅客在旅途中所經(jīng)歷的一切，即從旅途開(kāi)始之前的咨詢、預(yù)訂票到客運(yùn)站車服務(wù)以及事后投訴服務(wù)等，所有環(huán)節(jié)都做好，才能保證旅行全過(guò)程的質(zhì)量，令旅客滿意。Passengers'perceptionofallaspectsofservicewillaffecttheirevaluationoftheoverallqualityofpassengerservice.Toprovidehigh-qualityserviceforpassengersmeansthatthequalityofthewholeserviceprocess,allaspectsandalllinksshouldbehigh.Everythingthatpassengersexperienceduringthejourney,fromconsultationbeforethestartofthejourney,bookingticketstopassengerstationservicesandcomplaintsafterwards,mustbedonewell.Onlyinthiswaycanthequalityofthewholetravelprocessbeguaranteedandpassengersbesatisfied.三、設(shè)計(jì)特征Designcharacteristics(3)鐵路客運(yùn)服務(wù)設(shè)計(jì)“信息化”程度高Highdegreeof"informatization"inrailwaypassengertransportservicedesign信息化技術(shù)在鐵路客運(yùn)服務(wù)設(shè)計(jì)中起了很重要的作用，鐵路利用計(jì)算機(jī)硬件、軟件及計(jì)算機(jī)網(wǎng)絡(luò)進(jìn)行市場(chǎng)調(diào)查、新服務(wù)項(xiàng)目的開(kāi)發(fā)、模擬、測(cè)試以及產(chǎn)品的推廣。Informationtechnologyplaysaveryimportantroleinthedesignofrailwaypassengertransportservice.Therailwayusescomputerhardware,softwareandcomputernetworktocarryoutmarketresearch,development,simulation,testingofnewserviceitemsandpromotionofproducts.三、設(shè)計(jì)特征Designcharacteristics(4)鐵路客運(yùn)服務(wù)的“先進(jìn)性”"Progressiveness"ofrailwaypassengertransportservice①為旅客設(shè)計(jì)了更多信息化程度高的服務(wù)，如信息引導(dǎo)系統(tǒng)，為旅客提供車站示意圖、方向指示、普通商業(yè)信息、列車時(shí)刻表、正晚點(diǎn)信息、列車到站信息、天氣等信息，為旅客的出行提供了方便，提高旅客的滿意度。①M(fèi)oreinformation-basedservicesaredesignedforpassengers,suchasinformationguidancesystem,whichprovidespassengerswithstationschematic