該書是職業(yè)技術教育中，高速鐵路交通運輸專業(yè)用鐵路乘務教材，讀者對象為中高職高鐵乘務專業(yè)學生。本書結合國家相關客運規(guī)程要求和崗位需求實際，面向校企合作實際以模塊化方式精心編寫，以期通過這個教程的學習，能夠讓讀者對高速鐵路相關乘務崗位技能需求有個很好的掌握。內(nèi)容展開上，本書從高速鐵路概述說起，對設備設施、客運乘務基本要求、具體業(yè)務、班組管理、應急處理等服務內(nèi)容均有系統(tǒng)性介紹，并輔以拓展閱讀資料和課后習題。本書與實際應用崗位結合緊密，有較好可操作性。
目 錄
模塊一 高速鐵路概述··································································································· 1
內(nèi)容一 國內(nèi)外高速鐵路發(fā)展概況··················································································· 2
內(nèi)容二 高速鐵路的技術優(yōu)勢························································································ 16
內(nèi)容三 高速鐵路發(fā)展趨勢··························································································· 24
模塊二 動車組設備設施······························································································ 31
內(nèi)容一 CRH1型動車組車內(nèi)設備設施··········································································· 32
內(nèi)容二 CRH2型動車組車內(nèi)設備設施··········································································· 40
內(nèi)容三 CRH3型動車組車內(nèi)主要設備設施···································································· 48
內(nèi)容四 CRH5型動車組車內(nèi)設備設施··········································································· 55
內(nèi)容五 CRH380A型動車組車內(nèi)設備設施····································································· 66
模塊三 動車組客運乘務人員基本要求··········································································· 77
內(nèi)容一 動車組客運乘務工作概述················································································· 78
內(nèi)容二 動車組客運乘務人員日常禮儀規(guī)范···································································· 83
內(nèi)容三 客流高峰期的旅客服務···················································································· 99
模塊四 動車組列車客運業(yè)務······················································································ 105
內(nèi)容一 動車組列車服務質(zhì)量管理··············································································· 107
內(nèi)容二 列車移動補票機與站車無線交互系統(tǒng)使用························································· 118
內(nèi)容三 鐵路運輸收入管理和列車票務處理·································································· 142
內(nèi)容四 客運記錄及電報···························································································· 155
模塊五 動車組列車客運乘務工作··············································································· 165
內(nèi)容一 動車組列車始發(fā)乘務作業(yè)··············································································· 166
內(nèi)容二 動車組列車途中乘務作業(yè)··············································································· 176
內(nèi)容三 動車組列車終到乘務作業(yè)··············································································· 188
內(nèi)容四 動車組列車接待服務標準··············································································· 193
模塊六 動車組列車班組管理······················································································ 203
內(nèi)容一 動車組列車班組管理······················································································ 204
內(nèi)容二 動車乘務路風管理························································································· 220
模塊七 動車組列車安全與應急處理············································································ 233
內(nèi)容一 動車組列車安全管理······················································································ 234
內(nèi)容二 旅客發(fā)生急病和人身傷害事故的處理······························································· 252
內(nèi)容三 非正常情況的應急處理··················································································· 266
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