基于高速铁路常旅客计划的全流程智慧行李服务方案构建  

Construction of a Full-Process Smart Baggage Service Plan Based on HSR Frequent-Passenger Plan

作　　者：王祎璇 李婷婷 WANG Yixuan;LI Tingting(Beijing Jiaotong University,Beijing 100044,China)

机构地区：[1]北京交通大学,经济管理学院,北京100044

出　　处：《综合运输》2021年第1期63-68,共6页China Transportation Review

摘　　要：随着"铁路畅行"和"客运提质计划"的提出,提供高质量、个性化的旅客服务成为高速铁路客运发展的关键方向。为打造全新旅客行李服务概念,基于"铁路畅行"会员常旅客计划,构建全流程、门到门智慧行李服务方案,从旅客需求角度出发,采取"人货分离"模式,突破传统站内行李服务的模式,拓宽业务场景,延长商业链,形成一套系统完整的方案。全流程智慧行李服务作为一项新的服务模式,为培育旅客需求,提高顾客粘合度,挖掘高铁行李服务的潜在市场,优化铁路盈利结构,加快构建铁路客运服务体系,提升铁路在运输市场的竞争力提供支持。With the proposal of"Railway Passage"and"Passenger Transportation Quality Improvement Plan",providing high-quality and personalized passenger services became a crucial direction for the development of high-speed railway passenger transportation.In order to create a new passenger luggage service concept,based on the"Railway Free"member frequent flyer program,a full-process,door-to-door smart luggage service plan was constructed.From the perspective of passenger demand,the"separation of people and goods"mode was adopted to break through the traditional luggage service model,broaden business scenarios,extend business chains,and form a complete set of systems.As a new service model,full-process smart baggage service provide support for competitiveness which aims to cultivate passenger demand,improve customer adhesion,tap the potential market of high-speed rail luggage service,optimize the profit structure of railways,accelerate the construction of railway passenger transportation service system,and enhance railways’transportation market.

关 键 词：高速铁路 常旅客 旅客行李服务 全流程 “人货分离”模式 

分 类 号：F532[经济管理—产业经济]