摘要
铁路运输企业要想在激烈的运输市场竞争中继续发挥好骨干作用,就必须用高质量的服务赢得客户、赢得市场。对铁路货运改革的主要举措即敞开收货、实货制运输、一口价收费、门到门运输进行了分析,从铁路服务理念、服务项目、服务评价、服务监管四个方面剖析当前铁路服务质量与新形势、新要求的差距。提出了铁路服务质量提高的几点建议,包括树立以人为本的服务理念,创新服务手段和服务项目,加强服务管理,健全服务监督体系,完善服务质量评价体系。
In order to continue to play key role in the fierce market competition, the quality of transport service must be improved to win customers and the market. This paper analyzes the major reform initiatives of railway freight such as open goods receipt, re- al-goods transport, one-time charges and door-to-door transport, discusses the gap of transport service between the current and the new situation from the aspects of railway service concept, service item, service evaluation and services regulatory and propos- es a few thoughts of improving the quality of railway transport service including people-oriented service concept, means and con- tent of service innovation, strengthen service management and service monitoring system, improving service quality evaluation system.
出处
《铁道经济研究》
2013年第4期22-25,44,共5页
Railway Economics Research
关键词
铁路
市场
货运改革
服务理念
服务评价
服务监管
railway
market
freight reform
service concept
service evaluation
service regulatory
