CAJ | 학술논문

随着铁路的第六次提速，大量安全、便捷、舒适的高铁动车组列车开行。高铁动车组列车以新材料、新技术、新设备、新服务为特色投入铁路客运服务，受到广大旅客的青睐。由于乘务人员服务理念、意识与旅客的需求不匹配，对无干扰服务知识缺乏了解，尤其是列车出现例如超员、晚点等非正常状况，“有干扰无服务”短暂的现象，经传媒的无考量、多层次的放大和延伸，归咎于高铁的“无干扰服务”存在瑕疵，给铁路客服带来了无尽的负面影响。通过探讨无干扰服务和分析其在服务过程中存在的问题，提出了相应的改进方法，进一步提升铁路客服质量，更好地满足人民群众对铁路工作的新期望和新要求。
수착철로적제륙차제속，대량안전、편첩、서괄적고철동차조열차개행。고철동차조열차이신재료、신기술、신설비、신복무위특색투입철로객운복무，수도엄대여객적청래。유우승무인원복무이념、의식여여객적수구불필배，대무간우복무지식결핍료해，우기시열차출현례여초원、만점등비정상상황，“유간우무복무”단잠적현상，경전매적무고량、다층차적방대화연신，귀구우고철적“무간우복무”존재하자，급철로객복대래료무진적부면영향。통과탐토무간우복무화분석기재복무과정중존재적문제，제출료상응적개진방법，진일보제승철로객복질량，경호지만족인민군음대철로공작적신기망화신요구。
With the sixth speed railway, a large safe, convenient and comfortable high-speed rail EMU Train. High-speed rail EMU trains with new materials, new technology, new equipment, new service features into the railway passenger services by the majority of visitors of all ages. As the crew service philosophy, consciousness and do not match the needs of passengers, no disruption of service for lack of knowledge, especially in the train appeared such overcrowding, delays and other non-normal conditions,"there is no interference service"transient phenomenon, through the media without consideration multi-level amplification and extension of high-speed rail blamed "no disruption of service,"defective, the customer service to the railway brought endless negative impact. No disruption of service by exploring and analyzing its existence in the service process problem, a corresponding improvement methods to further improve the quality of railway customer service to better meet people's expectations of the new railway work and new requirements.