作者：邓岚，罗斌主编
页数：187
出版社：西南交通大学出版社
出版日期：2016
ISBN：9787564345945
电子书格式：pdf/epub/txt
内容简介
本书是职业教育铁路类专业用教材。作者对于铁路行业旅客列车客运乘务工作熟悉，也及时了解和掌握了行业新变化、规范新规程、市场新动态，并且很好地把实际融入到课本当中，学习者反应本书好用、易用。这次改版，在前两版基础上，增加高速铁路客运服务知识，便于行业从业者更多掌握技能，更好适应国内铁路日新月异的发展。
本书特色
本书是根据高等职业技术院校铁道交通运营管理专业的实际需要，结合客运管理规章、新技术、新标准编写的。其主要内容有：旅客列车客运乘务基础知识、客车设备、列车乘务作业、客运服务礼仪和技巧、列车长工作、列车行包运输、旅客运输安全与应急处理等。
本书可作为高等职业技术学院铁道交通运营管理专业的教材，也可以作为铁路成人中专、技工学校铁道运输专业及铁路客运段新职工、临时工的培训用书，还可供从事铁路客运工作的干部、职工学习参考。
目录
目 录第一章 客运乘务基础知识···································································································· 1第一节 客运乘务工作的意义································································································ 1第二节 旅客列车分类及编组································································································ 2第三节 旅客列车乘务组工作································································································ 6第二章 客车设备··············································································································· 13第一节 概 述·················································································································· 13第二节 客车内部服务设施·································································································· 29第三节 客车安全设施········································································································ 36第三章 旅客列车乘务作业·································································································· 48第一节 车厢服务··············································································································· 48第二节 列车广播··············································································································· 54第三节 餐车经营··············································································································· 58第四节 列车服务质量管理·································································································· 64第四章 客运服务礼仪和技巧······························································································· 90第一节 概 述·················································································································· 90第二节 客运服务的基本礼仪······························································································· 95第三节 涉外旅客服务······································································································· 104第四节 客流高峰期的旅客服务·························································································· 109第五章 列车长工作·········································································································· 115第一节 列车长的条件和素质····························································································· 115第二节 列车长客运业务··································································································· 117第三节 列车班组管理······································································································· 131第四节 列车运输收入管理································································································ 137第六章 列车行包运输······································································································· 142第一节 行包运输方案······································································································· 142第二节 行包的装卸和交接································································································ 145第三节 行包的运送·········································································································· 152第七章 旅客运输安全及应急处理······················································································ 160第一节 概 述················································································································· 160第二节 列车乘务员作业安全····························································································· 166第三节 旅客发生急病和意外伤害处理················································································ 168第四节 非正常情况的应急处理·························································································· 172参考文献·························································································································· 187
