高速铁路乘务工作实务

图书标准信息

• 作者 李培锁
• 出版社 西南交通大学出版社
• 出版时间 2019-05
• 版次 1
• ISBN 9787564368692
• 定价 49.00元
• 装帧 其他
• 开本 16开
• 纸张 胶版纸

【内容简介】

本书是职业技术教育中，高速铁路交通运输专业用铁路乘务教材，读者对象为中高职高铁乘务专业学生。本书结合国家相关客运规程要求和岗位需求实际，面向校企合作实际以模块化方式精心编写，以期通过这个教程的学习，能够让读者对高速铁路相关乘务岗位技能需求有个很好的掌握。内容展开上，本书从高速铁路概述说起，对设备设施、客运乘务基本要求、具体业务、班组管理、应急处理等服务内容均有系统性介绍，并辅以拓展阅读资料和课后习题。本书与实际应用岗位结合紧密，有较好可操作性。

【目录】

目  录

模块一 

高速铁路概述··································································································· 1

内容一 

国内外高速铁路发展概况··················································································· 2

内容二 

高速铁路的技术优势························································································ 16

内容三 

高速铁路发展趋势··························································································· 24

模块二 

动车组设备设施······························································································ 31

内容一 

CRH1型动车组车内设备设施··········································································· 32

内容二 

CRH2型动车组车内设备设施··········································································· 40

内容三 

CRH3型动车组车内主要设备设施···································································· 48

内容四 

CRH5型动车组车内设备设施··········································································· 55

内容五 

CRH380A型动车组车内设备设施····································································· 66

模块三 

动车组客运乘务人员基本要求··········································································· 77

内容一 

动车组客运乘务工作概述················································································· 78

内容二 

动车组客运乘务人员日常礼仪规范···································································· 83

内容三 

客流高峰期的旅客服务···················································································· 99

模块四 

动车组列车客运业务······················································································ 105

内容一 

动车组列车服务质量管理··············································································· 107

内容二 

列车移动补票机与站车无线交互系统使用························································· 118

内容三 

铁路运输收入管理和列车票务处理·································································· 142

内容四 

客运记录及电报···························································································· 155

模块五 

动车组列车客运乘务工作··············································································· 165

内容一 

动车组列车始发乘务作业··············································································· 166

内容二 

动车组列车途中乘务作业··············································································· 176

内容三 

动车组列车终到乘务作业··············································································· 188

内容四 

动车组列车接待服务标准··············································································· 193

模块六 

动车组列车班组管理······················································································ 203

内容一 

动车组列车班组管理······················································································ 204

内容二 

动车乘务路风管理························································································· 220

模块七 

动车组列车安全与应急处理············································································ 233

内容一 

动车组列车安全管理······················································································ 234

内容二 

旅客发生急病和人身伤害事故的处理······························································· 252

内容三 

非正常情况的应急处理··················································································· 266