铁路客运服务管理研究综述  

Review on Passenger Service Management Research

作　　者：陈东[1] 吴刚[1] 李永辉[2] 张燕[1] 

机构地区：[1]西南交通大学,交通运输与物流学院,成都614202 [2]西南交通大学,峨眉校区交通计算机与通信工程系,四川峨眉614202

出　　处：《交通运输工程与信息学报》2017年第2期14-20,28,共8页Journal of Transportation Engineering and Information

基　　金：教育部春晖计划(Z2011117);西南交通大学峨眉校区高层次人才建设项目(RC2016-2)

摘　　要：客运服务是铁路客运组织工作的重要组成部分。本文对铁路客运服务国内外研究成果进行阶段划分,从研究对象、研究视角及研究方法等角度对已有成果进行了分类介绍和述评。文中指出国内外既有研究存在重视结果评价,对旅客感知的分析及需求的识别等研究不足等问题。结合我国铁路运输发展所处的阶段及已有研究成果,指出加强铁路客运服务接触研究是实现铁路客运服务过程控制的有效手段,并应作为铁路客运服务的一个重要研究方向加以重视。Railway passenger service is a crucial component for passenger transport management. This paper divided the stages of railway passenger service researches at home and abroad. It introduced and reviewed the achievements from the aspects of their research objects, research angles and methods. It indicates that the existing researches focusing on the importance of result evaluation are lack of passenger perception analysis and passenger need identification. Combined with the developing stages and achievements of Chinese railway transportation, it was pointed that strengthening railway passenger service contact research passenger service passenger service. would be an It should effective way to realize the process control of railway be regarded as an important research direction in railway

关 键 词：铁路客运服务 综述 服务质量 铁路客运服务接触 

分 类 号：U29[交通运输工程—交通运输规划与管理]