【正文】 ........................................................................................................................................1 研究意義 .................................................................................................................................................2 .................................................................3 服務(wù)質(zhì)量方面的研究 .............................................................................................................................3 鐵路客運(yùn)服務(wù)質(zhì)量方面的研究 .............................................................................................................5第二章 客運(yùn)工作的重要性 ..............................................................7 鐵路客運(yùn)工作的重要意義 ........................................................7 車站服務(wù)質(zhì)量的含義 ............................................................7 社會(huì)對(duì)客運(yùn)工作的要求 ..........................................................7第三章 當(dāng)前客運(yùn)行業(yè)形勢(shì) ..............................................................9 鐵路客運(yùn)現(xiàn)狀調(diào)查 ..............................................................9 鐵路客運(yùn)周轉(zhuǎn)量在四大運(yùn)輸方式中的比重 ......................................................................................9 鐵路客運(yùn)服務(wù)滿意度調(diào)查 ..................................................................................................................9 鐵路客運(yùn)運(yùn)輸與公路、民航運(yùn)輸對(duì)比存在的優(yōu)和缺 ..................................9 公路運(yùn)輸 ..............................................................................................................................................9 民航運(yùn)輸 ............................................................................................................................................10 鐵路運(yùn)輸 ............................................................................................................................................10 鐵路客運(yùn)存在的問題 ........................................................................................................................10第四章 塘沽客運(yùn)現(xiàn)狀分析 ............................................................11 人員素質(zhì) .....................................................................11 設(shè)備因素 .....................................................................12 環(huán)境因素 .....................................................................12 管理因素 .....................................................................12第五章 提高塘沽站客運(yùn)服務(wù)質(zhì)量的有效途徑 ............................................14 轉(zhuǎn)變車站職工思想 .............................................................14 提高車站服務(wù)人員認(rèn)識(shí) ..........................................................15 創(chuàng)新理念 ............................................................................................................................................15 溫馨服務(wù)理念 ....................................................................................................................................15 提高車站人員素質(zhì) .............................................................16 加強(qiáng)職工職業(yè)道德建設(shè)和 “ 以人為本、 旅客至上” 的服務(wù)理念教育 ...................................16 開展形式多樣的培訓(xùn)工作，提高職工業(yè)務(wù)技能 ............................................................................17 開展樹標(biāo)塑形活動(dòng)，提高職工服務(wù)技能 ........................................................................................17 必須加快車站基礎(chǔ)設(shè)施建設(shè) .....................................................17 加大設(shè)備投入 ....................................................................................................................................17 車站建設(shè)具有一定的超前性 ............................................................................................................18 改革車站客運(yùn)組織模式，提高效率 ...............................................18 改善車站的外部環(huán)境 ...........................................................19 體制創(chuàng)新，優(yōu)化車站管理 .......................................................19 理順管理機(jī)制 ....................................................................................................................................19 體制創(chuàng)新，優(yōu)化管理 ........................................................................................................................20 開展差異化服務(wù) ..................................................................................................................................20 推行“首問首訴負(fù)責(zé)制” ................................................................................................................21 開展車站特色服務(wù) ............................................................................................................................21結(jié)束語(yǔ) ..............................................................................22參考文獻(xiàn) ............................................................................23致謝 .......