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铁道科学与工程学报

JOURNAL OF RAILWAY SCIENCE AND ENGINEERING

第12卷    第5期    总第68期    2015年10月

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文章编号:1672-7029(2015)05-1015-08
高速铁路旅客运输服务补救理论模型建立及实证研究
冯芬玲,田智

(中南大学交通运输工程学院,湖南长沙 410075)

摘 要: 在借鉴其他行业对于服务补救研究的基础上,建立高速铁路旅客运输服务补救理论模型。对高速铁路旅客运输服务补救给出理论研究成果,设计调查问卷对模型进行实证研究,通过对调查数据的统计分析,找出高速铁路旅客运输服务补救中旅客最看重和最不看重的补救措施,并通过对调查结果的相关分析,证明沟通、授权、解释、有形性、补偿和反馈分别与旅客满意度呈正相关关系。铁路运输企业通过高速铁路旅客运输服务补救可以培养旅客忠诚,从而使自身在竞争激烈的运输市场处于有利地位。

 

关键字: 服务补救;高铁客运;旅客满意度

Empirical research on establishment of high-speed railwaypassenger transport service recovery theoretical model
FENG Fenling, TIAN Zhi

School of Traffic and Transportation Engineering, Central South University, Changsha 410075, China

Abstract:According to the research on service recovery, the high-speed railway passenger transport service recovery theoretical model is established. This paper proposes the theoretical research achievements of high-speed railway passenger transport service recovery and designs the corresponding survey questionnaire for the empirical research of the model. Then through statistical analysis of survey data, the paper find the high-speed railway passenger transport service recovery important and unimportant measures passengers feel. The positive correlation to be present between the passenger satisfaction and communication, authorization, interpretation, tangibility, compensation and feedback is performed. Through high-speed railway passenger transport service recovery, railway transport companies can bring up the passenger loyalty and have a favorable position in the competitive transport market.

 

Key words: service recovery; high-speed railway passenger transport; passenger satisfaction

ISSN 1672-7029
CN 43-1423/U

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