铁路运输是为物质生产部门和消费者提供运输服务的企业,其产品属于服务类型。铁路旅客运输的主要特性即是最大限度地满足旅客的需求,提供最优质的服务。因此,服务是客运工作中的基础。服务在客运工作中的地位是举足轻重的。服务质量是检验服务工作的标准,随着经济的发展,产品的竞争越来越表现为质量的竞争。一、客运服务质量的内容及意义。服务质量犹如人的品格,是服务品质和使用性能的有机统一。服务质量包括对旅客货主提供全方位、全过程、多层次的服务。同时也包括服务设施。主要内容是安全、准确、迅速、经济、便利、舒适、文明。主要遵循的工作原则是“全面服务、重点照顾、主动热情、诚恳周到”。可见,服务质量是铁路工作的综合 Railway transportation is an enterprise that provides transportation services to material production departments and consumers. Its products are of service type. The main characteristics of railway passenger transport is to meet the needs of travelers to provide the best quality service. Therefore, service is the basis of passenger work. The status of service in passenger transport is of paramount importance. Quality of service is the standard of inspection service. Along with the economic development, the competition of products is more and more manifested as the quality competition. First, the content and significance of passenger service quality. Quality of service as human character, is the organic unity of service quality and performance. Quality of service includes providing all-round, full-process, multi-level service to the passenger’s owner. Also includes service facilities. The main content is safe, accurate, rapid, economical, convenient, comfortable and civilized. Mainly follow the principle of work is “full service, focus on care, active enthusiasm, sincerely thoughtful ”. Can be seen, the quality of service is a comprehensive railway work