从旅客心理需求提高服务质量铁道交通运营管理毕业论文.doc

目  录
开题报告
中文摘要
英文摘要
1、 旅客的心理需求的介绍 1
2、从各种分类分析旅客心理服务需求以提高服务质量 4
2.1按购买动机分类分析旅客心理服务需求 4
2.2根据旅行目的分析旅客心理服务需求 6
2.3根据旅行行程分析旅客心理服务需求 7
2.4根据旅行中的旅行情况分析旅客心理服务需求 8
3、旅客旅行心理需要的规律性表现 10
3.1需要的档次性 10
3.2需要的强度性 10
3.3需要的主次性 10
4、关注旅客心服务理需求提高服务质量 11
4.1树立全心全意为旅客的服务理念 11
4.2加强学习，提高理论素养 11
4.3结合实际细心观察、反复实践 11
4.4变管理旅客为服务旅客 12
4.5变工作让领导认可为让旅客满意 12
4.6让大多数旅客满意为让每个旅客满意 12
参 考 文 献 13
致 谢 14

中文摘要

随着社会的发展，人们的生活水平提高，就越来越注重个人的精神生活，所以好的服务也越来越重要！人们对服务质量的要求越来越高这对于铁路来说是一个很重要的挑战。铁路要想在公路运输与航空运输中站稳脚跟必须提高服务质量，特别是客运服务质量。本文分析了从旅客心理上提高服务质量的关键是把握旅客的个性心理特点，满足其心理需要，提供有针对性的服务。本文着重从分析旅客的个体心理、群体心理出发，对旅客心理需求及其规律进行了一番探索和分析。并通过这些综合的分析，多层次，多角度的探索分析得出了自己所认同的一些提高铁路服务质量的一些比较可行的方法。作者得出的提高铁路服务质量的主要有：树立全心全意为旅客服务的意识，始终把为人民服务作为自己工作的出发点和立足点；加强理论学习提高服务素养，在今后的工作中不断的学习理论知识而丰富自己的服务方式和理念；反复实践观察，在实践中不断检验自己的理论知识，从而提高自己的服务水平等等。

关键词：   客运服务质量  个性心理特点  针对性服务

 
英文摘要
With the development of society, people's living standards improve, more and more emphasis on personal spiritual life, so good service is becoming more important! People increasingly high demand for quality of service which is a very important challenge for the railway. Railway in order to gain a firm foothold in the road transport and air transport must improve service quality, especially the quality of passenger service. This paper analyzes the key to improve the quality of service from passenger psychological grasp the passenger's personality and psychological characteristics to meet their psychological needs, and provide targeted services. This article focuses on the analysis of passenger individual psychological, social psychological departure, some exploration and analysis of the psychological needs of passengers and their law. Through these comprehensive analysis, multi-level, multi-angle exploration of draw they agree to raise the quality of rail services more feasible. Drawn by the authors to improve the quality of rail services are: establish a sense of dedication service for passengers, and always to serve the people as the starting point and foothold of their own work; strengthen theoretical study to improve service qualities, learning theory in future work knowledge to enrich their methods and ideas; repeated practice observed, continue to test their theoretical knowledge in practice, in order to improve their service levels.
Keywords: quality of passenger services, individual psychological characteristics of targeted services