旅客列车客运乘务（第三版）

图书标准信息

• 作者 邓岚、罗斌 编
• 出版社 西南交通大学出版社
• 出版时间 2016-03
• 版次 3
• ISBN 9787564345945
• 定价 32.00元
• 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

【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