目  錄
開題報告
中文摘要
英文摘要
1、 旅客的心理需求的介紹 1
2、從各種分類分析旅客心理服務(wù)需求以提高服務(wù)質(zhì)量 4
2.1按購買動機分類分析旅客心理服務(wù)需求 4
2.2根據(jù)旅行目的分析旅客心理服務(wù)需求 6
2.3根據(jù)旅行行程分析旅客心理服務(wù)需求 7
2.4根據(jù)旅行中的旅行情況分析旅客心理服務(wù)需求 8
3、旅客旅行心理需要的規(guī)律性表現(xiàn) 10
3.1需要的檔次性 10
3.2需要的強度性 10
3.3需要的主次性 10
4、關(guān)注旅客心服務(wù)理需求提高服務(wù)質(zhì)量 11
4.1樹立全心全意為旅客的服務(wù)理念 11
4.2加強學習，提高理論素養(yǎng) 11
4.3結(jié)合實際細心觀察、反復實踐 11
4.4變管理旅客為服務(wù)旅客 12
4.5變工作讓領(lǐng)導認可為讓旅客滿意 12
4.6讓大多數(shù)旅客滿意為讓每個旅客滿意 12
參 考 文 獻 13
致 謝 14

中文摘要

隨著社會的發(fā)展，人們的生活水平提高，就越來越注重個人的精神生活，所以好的服務(wù)也越來越重要！人們對服務(wù)質(zhì)量的要求越來越高這對于鐵路來說是一個很重要的挑戰(zhàn)。鐵路要想在公路運輸與航空運輸中站穩(wěn)腳跟必須提高服務(wù)質(zhì)量，特別是客運服務(wù)質(zhì)量。本文分析了從旅客心理上提高服務(wù)質(zhì)量的關(guān)鍵是把握旅客的個性心理特點，滿足其心理需要，提供有針對性的服務(wù)。本文著重從分析旅客的個體心理、群體心理出發(fā)，對旅客心理需求及其規(guī)律進行了一番探索和分析。并通過這些綜合的分析，多層次，多角度的探索分析得出了自己所認同的一些提高鐵路服務(wù)質(zhì)量的一些比較可行的方法。作者得出的提高鐵路服務(wù)質(zhì)量的主要有：樹立全心全意為旅客服務(wù)的意識，始終把為人民服務(wù)作為自己工作的出發(fā)點和立足點；加強理論學習提高服務(wù)素養(yǎng)，在今后的工作中不斷的學習理論知識而豐富自己的服務(wù)方式和理念；反復實踐觀察，在實踐中不斷檢驗自己的理論知識，從而提高自己的服務(wù)水平等等。

關(guān)鍵詞：   客運服務(wù)質(zhì)量  個性心理特點  針對性服務(wù)

 
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