該書是職業(yè)技術(shù)教育中，高速鐵路交通運(yùn)輸專業(yè)用鐵路乘務(wù)教材，讀者對(duì)象為中高職高鐵乘務(wù)專業(yè)學(xué)生。本書結(jié)合國(guó)家相關(guān)客運(yùn)規(guī)程要求和崗位需求實(shí)際，面向校企合作實(shí)際以模塊化方式精心編寫，以期通過這個(gè)教程的學(xué)習(xí)，能夠讓讀者對(duì)高速鐵路相關(guān)乘務(wù)崗位技能需求有個(gè)很好的掌握。內(nèi)容展開上，本書從高速鐵路概述說起，對(duì)設(shè)備設(shè)施、客運(yùn)乘務(wù)基本要求、具體業(yè)務(wù)、班組管理、應(yīng)急處理等服務(wù)內(nèi)容均有系統(tǒng)性介紹，并輔以拓展閱讀資料和課后習(xí)題。本書與實(shí)際應(yīng)用崗位結(jié)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(guó)內(nèi)外高速鐵路發(fā)展概況··················································································· 2
內(nèi)容二 高速鐵路的技術(shù)優(yōu)勢(shì)························································································ 16
內(nèi)容三 高速鐵路發(fā)展趨勢(shì)··························································································· 24
模塊二 動(dòng)車組設(shè)備設(shè)施······························································································ 31
內(nèi)容一 CRH1型動(dòng)車組車內(nèi)設(shè)備設(shè)施··········································································· 32
內(nèi)容二 CRH2型動(dòng)車組車內(nèi)設(shè)備設(shè)施··········································································· 40
內(nèi)容三 CRH3型動(dòng)車組車內(nèi)主要設(shè)備設(shè)施···································································· 48
內(nèi)容四 CRH5型動(dòng)車組車內(nèi)設(shè)備設(shè)施··········································································· 55
內(nèi)容五 CRH380A型動(dòng)車組車內(nèi)設(shè)備設(shè)施····································································· 66
模塊三 動(dòng)車組客運(yùn)乘務(wù)人員基本要求··········································································· 77
內(nèi)容一 動(dòng)車組客運(yùn)乘務(wù)工作概述················································································· 78
內(nèi)容二 動(dòng)車組客運(yùn)乘務(wù)人員日常禮儀規(guī)范···································································· 83
內(nèi)容三 客流高峰期的旅客服務(wù)···················································································· 99
模塊四 動(dòng)車組列車客運(yùn)業(yè)務(wù)······················································································ 105
內(nèi)容一 動(dòng)車組列車服務(wù)質(zhì)量管理··············································································· 107
內(nèi)容二 列車移動(dòng)補(bǔ)票機(jī)與站車無線交互系統(tǒng)使用························································· 118
內(nèi)容三 鐵路運(yùn)輸收入管理和列車票務(wù)處理·································································· 142
內(nèi)容四 客運(yùn)記錄及電報(bào)···························································································· 155
模塊五 動(dòng)車組列車客運(yùn)乘務(wù)工作··············································································· 165
內(nèi)容一 動(dòng)車組列車始發(fā)乘務(wù)作業(yè)··············································································· 166
內(nèi)容二 動(dòng)車組列車途中乘務(wù)作業(yè)··············································································· 176
內(nèi)容三 動(dòng)車組列車終到乘務(wù)作業(yè)··············································································· 188
內(nèi)容四 動(dòng)車組列車接待服務(wù)標(biāo)準(zhǔn)··············································································· 193
模塊六 動(dòng)車組列車班組管理······················································································ 203
內(nèi)容一 動(dòng)車組列車班組管理······················································································ 204
內(nèi)容二 動(dòng)車乘務(wù)路風(fēng)管理························································································· 220
模塊七 動(dòng)車組列車安全與應(yīng)急處理············································································ 233
內(nèi)容一 動(dòng)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(yīng)急處理··················································································· 266
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