交通运输工程与信息学报2017，Vol.15Issue(2)：14-20,28,8.DOI:10.3969/j.issn.1672-4747.2017.02.003
铁路客运服务管理研究综述
Review on Passenger Service Management Research
摘要
Abstract
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 would be an effective way to realize the process control of railway passenger service.It should be regarded as an important research direction in railway passenger service.关键词
铁路客运服务/综述/服务质量/铁路客运服务接触Key words
Railway passenger service/review/service quality/railway passenger service contact分类
交通工程引用本文复制引用
陈东,吴刚,李永辉,张燕..铁路客运服务管理研究综述[J].交通运输工程与信息学报,2017,15(2):14-20,28,8.基金项目
教育部春晖计划(Z2011117) （Z2011117）
西南交通大学峨眉校区高层次人才建设项目(RC2016-2). （RC2016-2）
