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旅客列车客运乘务（第三版）

旅客列车客运乘务（第三版）
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作者: 编 , 编
出版社: 西南交通大学出版社
2016-03
版次: 3
ISBN: 9787564345945
定价: 32.00
装帧: 平装
开本: 16开
纸张: 胶版纸
页数: 187页
字数: 304千字
正文语种: 简体中文
分类: 教材教辅考试>教材>高职教材>法律
2 张插图图片
5人买过
  • 　　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。

    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

  • 内容简介:
    　　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:
    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

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