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旅客列車客運乘務 版權信息
- ISBN：9787564345945
- 條形碼：9787564345945 ; 978-7-5643-4594-5
- 裝幀：暫無
- 冊數：暫無
- 重量：暫無
- 所屬分類：>>
旅客列車客運乘務 本書特色
本書是根據高等職業技術院校鐵道交通運營管理專業的實際需要，結合客運管理規章、新技術、新標準編寫的。其主要內容有：旅客列車客運乘務基礎知識、客車設備、列車乘務作業、客運服務禮儀和技巧、列車長工作、列車行包運輸、旅客運輸安全與應急處理等。 本書可作為高等職業技術學院鐵道交通運營管理專業的教材，也可以作為鐵路成人中專、技工學校鐵道運輸專業及鐵路客運段新職工、臨時工的培訓用書，還可供從事鐵路客運工作的干部、職工學習參考。
旅客列車客運乘務 內容簡介
本書是職業教育鐵路類專業用教材。作者對于鐵路行業旅客列車客運乘務工作熟悉，也及時了解和掌握了行業新變化、規范新規程、市場新動態，并且很好地把實際融入到課本當中，學習者反應本書好用、易用。這次改版，在前兩版基礎上，增加高速鐵路客運服務知識，便于行業從業者更多掌握技能，更好適應國內鐵路日新月異的發展。
旅客列車客運乘務 目錄
目 錄**章 客運乘務基礎知識···································································································· 1**節 客運乘務工作的意義································································································ 1第二節 旅客列車分類及編組································································································ 2第三節 旅客列車乘務組工作································································································ 6第二章 客車設備··············································································································· 13**節 概 述·················································································································· 13第二節 客車內部服務設施·································································································· 29第三節 客車安全設施········································································································ 36第三章 旅客列車乘務作業·································································································· 48**節 車廂服務··············································································································· 48第二節 列車廣播··············································································································· 54第三節 餐車經營··············································································································· 58第四節 列車服務質量管理·································································································· 64第四章 客運服務禮儀和技巧······························································································· 90**節 概 述·················································································································· 90第二節 客運服務的基本禮儀······························································································· 95第三節 涉外旅客服務······································································································· 104第四節 客流高峰期的旅客服務·························································································· 109第五章 列車長工作·········································································································· 115**節 列車長的條件和素質····························································································· 115第二節 列車長客運業務··································································································· 117第三節 列車班組管理······································································································· 131第四節 列車運輸收入管理································································································ 137第六章 列車行包運輸······································································································· 142**節 行包運輸方案······································································································· 142第二節 行包的裝卸和交接································································································ 145第三節 行包的運送·········································································································· 152第七章 旅客運輸安全及應急處理······················································································ 160**節 概 述················································································································· 160第二節 列車乘務員作業安全····························································································· 166第三節 旅客發生急病和意外傷害處理················································································ 168第四節 非正常情況的應急處理·························································································· 172參考文獻·························································································································· 187
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