在铁路旅客出行条件改善的同时,旅客满意度没能同步提升。通过分析客运员工在工作中角色认知方面问题,提出加强客运员工服务者角色认知培训,以旅客满意为前提完善现有客运管理机制是新时期提升铁路客运服务水平的关键。 While passenger travel conditions have improved, passenger satisfaction has not improved. By analyzing the role of passengers in the work of understanding the role of the staff, put forward to strengthen the passenger service staff role awareness training, to improve the existing passenger transport management mechanism on the premise of passenger satisfaction is the key to improving the level of railway passenger service in the new era.