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本書(shū)是根據(jù)高等職業(yè)技術(shù)院校鐵道交通運(yùn)營(yíng)管理專業(yè)的實(shí)際需要，結(jié)合客運(yùn)管理規(guī)章、新技術(shù)、新標(biāo)準(zhǔn)編寫(xiě)的。其主要內(nèi)容有：旅客列車(chē)客運(yùn)乘務(wù)基礎(chǔ)知識(shí)、客車(chē)設(shè)備、列車(chē)乘務(wù)作業(yè)、客運(yùn)服務(wù)禮儀和技巧、列車(chē)長(zhǎng)工作、列車(chē)行包運(yùn)輸、旅客運(yùn)輸安全與應(yīng)急處理等。

本書(shū)可作為高等職業(yè)技術(shù)學(xué)院鐵道交通運(yùn)營(yíng)管理專業(yè)的教材，也可以作為鐵路成人中專、技工學(xué)校鐵道運(yùn)輸專業(yè)及鐵路客運(yùn)段新職工、臨時(shí)工的培訓(xùn)用書(shū)，還可供從事鐵路客運(yùn)工作的干部、職工學(xué)習(xí)參考。

第一章客運(yùn)乘務(wù)基礎(chǔ)知識(shí)···································································································· 1

第一節(jié) 客運(yùn)乘務(wù)工作的意義································································································ 1

第二節(jié) 旅客列車(chē)分類及編組································································································ 2

第三節(jié) 旅客列車(chē)乘務(wù)組工作································································································ 6

第二章客車(chē)設(shè)備··············································································································· 13

第一節(jié) 概述·················································································································· 13

第二節(jié) 客車(chē)內(nèi)部服務(wù)設(shè)施·································································································· 29

第三節(jié) 客車(chē)安全設(shè)施········································································································ 36

第三章旅客列車(chē)乘務(wù)作業(yè)·································································································· 48

第一節(jié) 車(chē)廂服務(wù)··············································································································· 48

第二節(jié) 列車(chē)廣播··············································································································· 54

第三節(jié) 餐車(chē)經(jīng)營(yíng)··············································································································· 58

第四節(jié) 列車(chē)服務(wù)質(zhì)量管理·································································································· 64

第四章客運(yùn)服務(wù)禮儀和技巧······························································································· 90

第一節(jié) 概述·················································································································· 90

第二節(jié) 客運(yùn)服務(wù)的基本禮儀······························································································· 95

第三節(jié) 涉外旅客服務(wù)······································································································· 104

第四節(jié) 客流高峰期的旅客服務(wù)·························································································· 109

第五章列車(chē)長(zhǎng)工作·········································································································· 115

第一節(jié) 列車(chē)長(zhǎng)的條件和素質(zhì)····························································································· 115

第二節(jié) 列車(chē)長(zhǎng)客運(yùn)業(yè)務(wù)··································································································· 117

第三節(jié) 列車(chē)班組管理······································································································· 131

第四節(jié) 列車(chē)運(yùn)輸收入管理································································································ 137

第六章列車(chē)行包運(yùn)輸······································································································· 142

第一節(jié) 行包運(yùn)輸方案······································································································· 142

第二節(jié) 行包的裝卸和交接································································································ 145

第三節(jié) 行包的運(yùn)送·········································································································· 152

第七章旅客運(yùn)輸安全及應(yīng)急處理······················································································ 160

第一節(jié) 概述················································································································· 160

第二節(jié) 列車(chē)乘務(wù)員作業(yè)安全····························································································· 166

第三節(jié) 旅客發(fā)生急病和意外傷害處理················································································ 168

第四節(jié) 非正常情況的應(yīng)急處理·························································································· 172

參考文獻(xiàn)·························································································································· 187

三、旅客列車(chē)的編組

1. 旅客列車(chē)的編組要求

（1）動(dòng)車(chē)組以外的旅客列車(chē)按編組表編組，機(jī)后第一位編掛一輛未搭乘旅客的車(chē)輛作為隔離車(chē)。行李車(chē)、郵政車(chē)、發(fā)電車(chē)等非乘坐旅客的車(chē)輛應(yīng)分別掛于機(jī)車(chē)后第一位和列車(chē)尾部，起隔離作用。但遇有下列情況之一時(shí)，可不掛隔離車(chē)運(yùn)行：

① 旅客列車(chē)運(yùn)行在裝有集中聯(lián)鎖的區(qū)段，并設(shè)有列車(chē)運(yùn)行監(jiān)控裝置；

② 局管內(nèi)旅客列車(chē)經(jīng)鐵路局局長(zhǎng)批準(zhǔn)；

③ 旅客列車(chē)的隔離車(chē)在途中發(fā)生故障而摘下時(shí)。

（2）旅客列車(chē)最后一輛的后端，應(yīng)設(shè)有列車(chē)制動(dòng)主管壓力表、緊急制動(dòng)閥和運(yùn)轉(zhuǎn)車(chē)長(zhǎng)乘務(wù)室。動(dòng)車(chē)組以外的旅客列車(chē)應(yīng)安裝列尾裝置。

（3）旅客列車(chē)由列車(chē)乘務(wù)組擔(dān)當(dāng)服務(wù)。列車(chē)乘務(wù)組一般由機(jī)車(chē)乘務(wù)人員、客運(yùn)乘務(wù)人員、車(chē)輛乘務(wù)人員、公安乘警、運(yùn)轉(zhuǎn)車(chē)長(zhǎng)組成�；旌狭熊�(chē)是否派客運(yùn)乘務(wù)組，由鐵路局根據(jù)區(qū)段運(yùn)行情況來(lái)確定。

（4）動(dòng)車(chē)組列車(chē)為固定編組。單組動(dòng)車(chē)組運(yùn)用狀態(tài)下不得解編，兩組短編組同型動(dòng)車(chē)組可重聯(lián)運(yùn)行。救援等特殊情況下，兩組不同型號(hào)的動(dòng)車(chē)組可重聯(lián)運(yùn)行。

2. 旅客列車(chē)的編掛限制

（1）旅客列車(chē)、回送客車(chē)底不準(zhǔn)編掛貨車(chē)，編入的客車(chē)車(chē)輛最高運(yùn)行速度等級(jí)必須符合該列車(chē)規(guī)定的速度要求。

動(dòng)車(chē)組禁止加掛各型機(jī)車(chē)車(chē)輛，動(dòng)車(chē)組禁止編入其他列車(chē)。

旅客列車(chē)中，與機(jī)車(chē)相連接的客車(chē)端門(mén)及編掛在列車(chē)尾部的客車(chē)后端門(mén)必須加鎖；動(dòng)車(chē)組列車(chē)駕駛室與旅客乘坐席間的門(mén)須加鎖。

（2）動(dòng)車(chē)組以外的旅客列車(chē)遇特殊情況需附掛跨鐵路局的回送機(jī)車(chē)時(shí)，按鐵路總公司調(diào)度命令辦理。

（3）旅客列車(chē)不準(zhǔn)編掛關(guān)門(mén)車(chē)。列車(chē)在運(yùn)行途中（包括在折返站）如遇自動(dòng)制動(dòng)機(jī)臨時(shí)故障，在停車(chē)時(shí)間內(nèi)不能修復(fù)時(shí)，允許關(guān)閉一輛，但列車(chē)最后一輛不得為關(guān)門(mén)車(chē)。

（4）旅客列車(chē)在途中摘掛車(chē)輛時(shí)，車(chē)輛的摘掛和軟管摘接由調(diào)車(chē)人員負(fù)責(zé)，密封風(fēng)擋及車(chē)端電氣連接線的摘接由車(chē)輛乘務(wù)員負(fù)責(zé)；其他由客列檢作業(yè)人員負(fù)責(zé)，無(wú)客列檢作業(yè)人員時(shí)由車(chē)輛乘務(wù)員負(fù)責(zé)。必要時(shí)打開(kāi)車(chē)門(mén)，以便于調(diào)車(chē)作業(yè)。

（5）下列車(chē)輛禁止編入旅客列車(chē)：

① 超過(guò)定期檢修期限的客車(chē)車(chē)輛（經(jīng)車(chē)輛部門(mén)鑒定的回送客車(chē)除外）；

② 裝載危險(xiǎn)、惡臭貨物的車(chē)輛；

③ 未安裝客車(chē)軸溫報(bào)警裝置的客車(chē)。

（6）混合列車(chē)不得編入裝載危險(xiǎn)爆炸物品、壓縮氣體、液化氣體的車(chē)輛。編掛整車(chē)裝載其他危險(xiǎn)貨物的車(chē)輛，須經(jīng)鐵路局批準(zhǔn)，并按規(guī)定隔離。編掛裝載惡臭貨物的車(chē)輛時(shí)，由列車(chē)調(diào)度員指定編掛位置。

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