探索以品牌打造为体系的轨道交通服务管理研究

Exploration on the Rail Transit Service Management Research based on Brand Building

随着城市轨道交通线网规模不断扩大,运营技术与运营保障达到稳定状态。与网络化运营相呼应的,是日益增长的客流与逐渐提高的服务需求。郑州地铁通过晶晶服务品牌的打造将轨道交通服务提升上升到服务品牌塑造的高度。在一系列的提升行动中,郑州地铁逐渐探索出一条清晰的轨道交通服务品牌提升之路,经过归纳总结,形成了品牌打造的"六大体系",通过理念体系、管理体系、视觉体系、行为体系、宣传体系及社会责任体系"六大体系"的构建,由内至外全面提升了服务水平。

As the scale of urban rail transit network continues to expand,operational technology and operational support have reached a stable state.Corresponding to networked operations is the ever-increasing passenger flow and increasing service demand.Zhengzhou Metro has promoted rail transit services to the height of service brand building through the establishment of Jingjing service brand.In a series of improvement actions,Zhengzhou Metro has gradually explored a clear road to improve the rail transit service brand.After summarizing,it has formed the"six major systems"for brand building,through the concept system,management system,visual system,and behaviour.The construction of the"six systems"of the system,publicity system and social responsibility system,has comprehensively improved the service level completely.