作者：潘自影主编
页数：198页
出版社：西南交通大学出版社
出版日期：2019
ISBN：9787564367244
高清校对版pdf（带目录）
夸克网盘：https://pan.quark.cn/s/1cb5466b140b
百度网盘：https://pan.baidu.com/s/1gtYB19VYwPZiOpBaB5nltg?pwd=9tnb
内容简介
本书为第2版，是在《高速铁路客运服务与礼仪》第1版的基础上修订而成，既可用作高速铁路客运乘务的专业课教材，也可用作铁道交通运营管理专业的公选课教材。全书共有三个项目，在介绍礼仪的基本理论知识、日常服务礼仪的基础上，分别对高速铁路客运服务的认知、技能、手语服务、质量标准以及高速铁路客运服务仪容仪表、语言礼仪、服务礼仪规范等方面进行介绍。本次编写除了增加更多案例，以增强可读性和操作性外，最重要的是结合最新的铁路行业客运服务标准与规范，给学生提供新知识和技能要点，体现了本书前沿性特点。本书除作高职教材外，亦可作为管理干部培训或业务进修用书,此外也可作相关研究者的参考书。
作者简介
潘自影，女，1980年2月出生，天津铁道职业技术学院教师，副教授。主要研究领域为高速铁路客运服务、铁路旅客运输组织、铁路客运英语等。主讲铁路客运服务与礼仪、铁路客运英语等课程。
目录
目 录
项目一 服务礼仪基础知识认知···································································· 1
任务1 礼仪的基本理论知识·························································································· 1
任务2 日常服务礼仪·································································································· 15
任务3 铁路客运服务礼仪···························································································· 34
项目二 高速铁路客运服务········································································· 43
任务1 高速铁路客运服务认知····················································································· 43
任务2 高速铁路客运服务技能····················································································· 56
任务3 高速铁路客运手语服务····················································································· 91
任务4 高速铁路客运服务质量标准············································································· 115
项目三 高速铁路客运服务礼仪································································· 131
任务1 高速铁路客运服务仪容仪表············································································· 131
任务2 高速铁路客运服务语言礼仪············································································· 161
任务3 高速铁路客运服务涉外礼仪············································································· 169
任务4 高速铁路客运服务礼仪规范············································································· 187
参考文献······························································································· 198
项目一 服务礼仪基础知识认知···································································· 1
任务1 礼仪的基本理论知识·························································································· 1
任务2 日常服务礼仪·································································································· 15
任务3 铁路客运服务礼仪···························································································· 34
项目二 高速铁路客运服务········································································· 43
任务1 高速铁路客运服务认知····················································································· 43
任务2 高速铁路客运服务技能····················································································· 56
任务3 高速铁路客运手语服务····················································································· 91
任务4 高速铁路客运服务质量标准············································································· 115
项目三 高速铁路客运服务礼仪································································· 131
任务1 高速铁路客运服务仪容仪表············································································· 131
任务2 高速铁路客运服务语言礼仪············································································· 161
任务3 高速铁路客运服务涉外礼仪············································································· 169
任务4 高速铁路客运服务礼仪规范············································································· 187
参考文献······························································································· 198
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