Paper on railway traffic safety
Suggestions on preventing derailment and improving railway traffic safety
Train derailment is a serious accident that endangers the safety of railway transportation. According to statistics, during the periods of 1988 and 10, train derailment accidents accounted for about 70% of the total accidents in China, which is rare in the world and unprecedented in China. To this end, the Safety Committee of China Railway Society and the Safety Supervision Department of the Ministry of Railways invited experts, scholars and safety management workers engaged in safety research in the front line of railways to hold an academic seminar on preventing derailment accidents and ensuring the safety of passenger cars. At the meeting, experts and scholars attending the meeting analyzed the causes of train derailment and thought that most of them were related to the interaction between train and track system. As early as the 1960s, a lot of research work in this field began abroad. The North American Railway Association (AAR), the International Railway Union (UIC) and the former Japan Railway Company have all made important achievements and played an important role in the practice of ensuring traffic safety. We are still in the initial stage in this respect. China's railway safety research foundation is weak, lacking necessary test conditions, and the rules and regulations for safety assessment and management of train track system are not perfect, and there are many loopholes and defects. The relationship between some parameters related to freight car derailment and its safety performance is not studied enough, or even out of control. Experts attending the meeting believe that in order to reduce derailment accidents and ensure railway traffic safety, it is suggested to strengthen the research on safety performance, safety monitoring and supporting technology and equipment of train/track interaction system and increase construction investment. To this end, we should actively carry out the following research work:
1. Construction of safety performance test line for rolling stock/track system
In order to evaluate the safety performance of all kinds of rolling stock scientifically, accurately and fairly, it is suggested to build a test line for the safety performance of rolling stock/track system in the circular test base in the eastern suburb of the Research Institute of the Ministry of Railways. All newly developed dynamic performance appraisal tests of rolling stock should be carried out on this test line.
It is impossible to evaluate the safety performance of rolling stock correctly, comprehensively and objectively under the conditions of good track smoothness, few curve types, large radius and uncertain line conditions. Therefore, it is necessary to refer to AAR Ml00l Freight Car Performance Test Analysis and Evaluation Standard of North American Railway Association, FRA Track Safety Standard of the United States, UICOREB55 Vehicle Torsional Stiffness Test Standard of International Railway Union and German Locomotive and Rolling Stock Acceptance Test Standard to build a permanent special safety evaluation test line for testing and evaluating the safety performance of locomotives and rolling stock passing through irregular tracks and various typical curves, so as to test the torsional stiffness of locomotives in China.
2 as soon as possible to establish, improve and revise the rules and regulations of China's locomotive and rolling stock track safety management and test evaluation.
So far, China does not have its own safety monitoring and management standards for track and vehicle conditions. The existing evaluation standards of locomotive and rolling stock dynamic performance do not specify the safety performance, such as the torsional stiffness of the vehicle closely related to derailment, the safety index when passing through various track irregularities, and the allowable standard of lateral force. The standard for evaluating the safety of the curve only refers to foreign standards, and whether it conforms to the actual lateral bearing capacity of China's track has not been verified by experiments. The values and evaluation methods of derailment coefficient, wheel load shedding rate, bogie and car body vibration acceleration have not been systematically studied, which are quite different from AAR's 5ft distance window moving average and Eurail's 2m distance window moving average (also with time window), which is of great significance to correctly evaluate the performance of locomotives and cars. These problems must be carefully studied.
3. Pay attention to the safety monitoring and management of existing trucks.
The derailment accidents of freight cars in China occur constantly in the slow point area of curve circle and the straight line section of reverse curve clip; In recent years, there have been many accidents in which empty freight cars derailed on a straight line in good condition. Therefore, in addition to developing new freight car bogies, we should actively study and popularize the methods and instruments for identifying poor performance and potential derailment tendency of vehicles, and actively popularize the ground safety monitoring system to monitor the overload and empty load, flat scars and serious periodic load rejection of freight cars.
4. A series of studies on the safety of train/track interaction system should be strengthened.
The research and practice on the causes of wheel derailment, preventive measures, safety monitoring and management technology, safety regulations and norms all over the world are based on a series of research results of train/track dynamics and wheel-rail interaction. In order to fundamentally improve the understanding of derailment mechanism in China's railway scientific research and management and improve the safety of China's train/track system, it is necessary to pay attention to strengthening the research on professional foundations such as train/track interaction. The main points are as follows:
The influence of vehicle and track state and structural parameters, train loading, marshalling and manipulation on derailment safety, and the corresponding monitoring and management technology and equipment.
Ways and technical measures to reduce derailment accidents and accident losses.
Establish, modify and improve the rules and regulations for safety monitoring and management of train derailment system.
Experimental study on derailment mechanism, safety evaluation index and evaluation method.
5. Establish a railway safety technology research and monitoring center.
In order to ensure and strengthen safety, the railway must have its own research and monitoring center, especially enterprises and institutions (including scientific research units) put into the market. After the implementation of enterprise management, there will be no special units for railway safety research and monitoring and testing before and during the use of old and new equipment. Temporary organization of personnel to conduct research can only solve temporary problems, and it is impossible to solve them systematically.
Looking back at all kinds of major accidents, many of them are ineffective in prevention and lack of systematic and necessary monitoring. Therefore, it is necessary to establish a railway safety research and monitoring center for the long-term stability of the railway.
Discussion on marketing strategy of railway transportation service
Starting from the theoretical research of service marketing, combined with the actual situation of railway passenger and freight marketing, this paper discusses the combination of railway transportation service marketing strategies, discusses the price strategy, channel strategy, promotion strategy, service operation management and tangible display strategy, and puts forward the specific contents of strengthening service innovation and improving service marketing level.
With the sustained, rapid and healthy development of the national economy and the implementation of the leap-forward development strategy of the railway, the passenger and freight volume and transportation income of the railway have continued to grow, especially the fifth large-scale speed-up map adjustment of the whole railway, which has achieved remarkable social and economic benefits. However, the contradiction between railway transportation capacity and demand is still very prominent. In the face of increasingly fierce competition in transportation services, the foundation of success must be firmly rooted in service.
Different from tangible products, railway transportation products have the basic characteristics of imperceptibility, inseparability, non-storability, quality difference and non-transferability of ownership. Because of the characteristics of service, service marketing is also different from product marketing, which brings many special problems to service marketing in terms of pricing, channels and promotion strategies.
(1) price strategy. There are three main factors that affect the pricing of service products: cost, demand and competition, and the price of service must also be studied in combination with the basic characteristics of service. According to the railway marketing practice in recent years, it is suggested that the current railway transportation price strategy should adopt the comprehensive pricing method, that is, the cost pricing method should be given priority to, and the demand and competition factors should be considered comprehensively. Focusing on cost pricing is conducive to improving the marketing awareness and cost awareness of all railway enterprises, cost control and performance appraisal, and improving the overall efficiency of enterprises. Reasonable pricing according to different market demand and competitive state is beneficial to the balance between supply and demand of transportation enterprises and the best matching of transportation capacity and market demand; Conducive to improving product quality and product image; It is beneficial to draw lessons from the cost, price and profit rate of competitors and formulate appropriate price strategies.
(2) Channel strategy. The sales strategy adopted by the railway is direct sales plus a small amount of distribution in individual service links. Direct selling is an effective channel strategy for railway transportation, but there are also some problems that must be improved. ① The direct selling channels are not smooth. The problems reflected in the ticketing transportation system and mechanism, the disadvantages of "sitting in business" still exist, and the problems of passengers' difficulty in buying tickets and shippers' difficulty in consignment have not been fundamentally solved. From 65438 to 0999, Zhengzhou Railway Bureau conducted an extensive freight market survey. The results show that 59.3% of customers are satisfied with the freight and basically satisfied, and the dissatisfaction rate reaches 40.7%. Among them, the dissatisfaction rate of freight forwarder's service attitude, handling wagon plan, transportation limitation and out-of-price charges is about 50%. ② Not giving full play to the advantages of direct selling. The advantage of direct selling lies in the differentiation of featured service products. However, from the feedback of customers, the current demand and the changes of these demands show that the railway has not done enough in personalized service and customer information reflection. ③ The distribution channels are not perfect. Although the railway has made some beneficial explorations in the distribution modes such as ticket agent, freight forwarder and contract transportation, the real distribution network has not yet been formed and the distribution function is not ideal. In the process of passenger ticket sales, it is necessary to form a ticket sales network with self-sales as the mainstay and agency as the supplement. In terms of freight sales channels, it is necessary to add freight service outlets and open "trackless stations" to smooth sales channels; Simplify freight handling procedures and implement the system of "one window, one ticket to the end, one charge"; Strengthen information construction, further develop distribution channels such as freight forwarders, develop owner information management system, and carry out personalized services on the basis of computer application system for freight plan approval and freight ticket information management, so as to form differentiated competitive advantages.
(3) Promotion strategy. When the railway uses the promotion strategy, it must first make clear the goal of promotion, that is, to create enterprise visibility and establish railway reputation; Or change customers' attitude towards the railway to attract passengers and goods. Secondly, we should use the service promotion strategy correctly and avoid blind promotion. (1) Use media advertisements such as TV, radio and newspapers with caution, and make full use of the advantages of railway station and bus advertisements. At the same time, do a good job in public relations marketing and strengthen positive reports and publicity. (2) In terms of personnel promotion, it is necessary to give play to the promotion role of enterprise-related service personnel. (3) Reasonable design of promotion combination, so that various promotion methods complement each other and complement each other. (4) advertising should also be carried out for employees. Advertising not only encourages consumers to buy services, but also regards employees as the second audience and encourages them to improve the quality of services.
(4) Service operation management. Railway service operation management involves the whole process and every link of transportation product production. According to the characteristics of railway transportation operation, the production resources of enterprises are systematically managed by using systematic methods, and the traditional production service process is reformed and optimized. ① The transportation capacity arrangement should try to keep a dynamic balance with the demand. Excessive railway transport capacity may lead to uneconomical operation, while too small transport capacity will lead to inefficiency and customer disgust. ② Pay attention to customers' participation in the service process. Although service personnel are one of the elements of the service system, they should try their best to help customers, but they cannot completely make up for the imperfection and inefficiency of the overall service system. The design of service system must focus on customer demand, not only to adjust the interaction between service personnel and service system, but also to improve the interaction between consumers and service personnel. ③ The key of service quality control lies in the whole staff and process. The control of service quality is related to everyone and every link in service operation, which requires total quality management of service, production, logistics and other systems and types of work.
(5) tangible display strategy. At present, the focus of service marketing has gradually shifted to improving the tangible degree of service from the perspective of marketing. Railway departments must attach great importance to using marketing means to improve the tangible degree of service. We should not only improve the satisfaction of existing customers, but also strive to attract potential customers; We should not only pay attention to the core display, but also make a fuss about the edge display; It is also necessary to understand the customer's demand for the service of this enterprise, so as to form more consistent expectations and reduce the customer's sense of uncertainty and risk in service quality. ① Improve the tangible degree of service. Try to present all kinds of service content with clear data, and provide customers with clues of service visualization. ② Compare the service content of this enterprise with competitors to distinguish different competitors. (3) Use language, graphics, audio-visual, real-life or operational demonstration to display the service content, and do a good job in corporate image design strategy. ④ concretize the corporate image with tangible objects. Provide customers with tangible objects, vividly and concretely publicize the corporate image. ⑤ Make full use of customers' oral publicity. You can introduce the expert's appraisal opinions to customers, publicize the evaluation of the company's services by satisfied customers, and improve the credibility of information. ⑥ Strengthen the influence of corporate brands. Try to increase the amount of information delivered to customers per unit time, and help customers form the confidence to switch brands.
2. Strengthen service innovation and improve service marketing level.
2. 1 Strengthening technological innovation
It is necessary to make full use of advanced technical resources at home and abroad, speed up technological innovation, gradually realize the modernization of major railway technical equipment in China, and materially ensure the quality of transportation services; It is necessary to transform the traditional transportation organization mode with informationization, realize the scientific transportation organization and provide a strong transportation organization guarantee for marketing.
(1) Focus on high-speed passenger transport and fast and heavy-load freight transport, and gradually realize the modernization of railway rolling stock, bridges, tunnel culverts, communication signals and other driving equipment.
(2) Replace the backward manual service mode with scientific service means. Improve and optimize the ticket sale and reservation system, and build a comprehensive passenger service system; Build freight marketing decision-making system, information service system and capacity allocation system to realize the informationization of railway freight marketing management: actively develop e-commerce system, carry out customer relationship marketing and provide value-added services for passengers and shippers.
(3) Promote industrialization by informationization and upgrade industrial structure. Actively develop a new generation of centralized dispatching system, speed up the construction of DMIS (Dispatching Management Information System) with train dispatching as the core, and realize the informationization of railway transportation production dispatching command; Accelerate the overall construction of the two-level drawing centers of the Ministry of Railways and the Railway Bureau, and realize the modernization of the compilation and management of train operation diagrams by using computer technology; Construct a traffic safety guarantee system to further improve the traffic safety guarantee ability.
2.2 Strengthen product innovation
The innovation of railway transportation products should focus on improving the competitiveness of core services, focus on the three basic service combinations of core services, convenient services and supporting services, fully tap market demand, capture and utilize service opportunities, and adopt market penetration, new product development and market development strategies to form characteristic products different from competitors.
On the basis of steadily improving the core services such as safety, punctuality, convenience and comfort, the innovation of passenger transport products should attach importance to the connection of passenger transport convenience services, reduce the time for passengers to purchase tickets, wait for trains and leave the station, and provide convenience for passengers as much as possible. We should make a fuss about the development of multi-level and multi-functional auxiliary services, such as providing entertainment, catering, office, business, bathing and other facilities on a certain level of trains, and opening special services such as train supermarkets, leisure bars, teahouses and mobile VCD to provide passengers with high value-added passenger products. Some large passenger stations will be built into open, multi-functional comprehensive service-oriented modern stations, forming a one-stop service system of "eating, living, traveling, shopping".
The innovation of freight products should focus on convenience, rapidity and economy. By increasing the number of direct trains for bulk goods, we will accelerate the development of freight express business, vigorously develop container transportation, and improve the core competitiveness of freight products. It is necessary to adapt to the development requirements of modern logistics industry, tap the service needs of shippers before and after transportation, and extend the service chain ku. Actively carry out door-to-door transportation, start new logistics services such as warehousing and leasing, and expand the new service market.
2.3 Strengthen service innovation
(1) adopts personalized service ku. On the basis of providing standardized services, we advocate smiling service and enthusiastic service, truly think about what passengers and shippers think, worry about what passengers and shippers are in a hurry, and serve them wholeheartedly. The target market of freight transportation should be as detailed as possible, and even one-to-one marketing can be adopted to carry out personalized services in a targeted manner.
(2) Increase special services. Enterprises should implement differentiated services, establish service characteristics and establish service advantages according to the advantages of talents and resources.
(3) Highlight cultural services. With the continuous improvement of people's cultural level, we should actively develop cultural service projects that can improve people's quality of life and promote spiritual civilization construction, strive to increase the cultural content of traditional services, improve the cultural taste of service products, and enrich the cultural connotation of service products.
(4) Pay attention to your employees. Do a good job in internal marketing and encourage cadres and workers to enthusiastically invest in production services.
2.4 Strengthen service management innovation
(1) Establish the internal evaluation standard and assessment system of transportation quality. Fully implement passenger and freight service standards, strict management and strict assessment.
3 free graduation thesis lw.89518.com.
(2) Explore the establishment of an index system and evaluation methods for customer evaluation enterprises. Provide true and accurate first-hand information for the correct evaluation of enterprises.
(3) Implement the service quality commitment. Through the service quality commitment, the service quality is guaranteed to reach a certain level. It is necessary to ensure the fulfillment of commitments, and pay attention to avoiding too many or low-level commitments.
(4) Implementing the service brand strategy. The service quality of an enterprise is measured by the value level of intangible assets such as service brands.
(5) To provide customers with satisfactory services by establishing service relationships. In essence, we hope to restrain the behavior of service enterprises through market competition. If the customer can't provide satisfactory service, the customer will not establish a long-term service relationship with the enterprise.
With the sustained, rapid and healthy development of the national economy and the implementation of the leap-forward development strategy of the railway, the passenger and freight volume and transportation income of the railway have continued to grow, especially the fifth large-scale speed-up map adjustment of the whole railway, which has achieved remarkable social and economic benefits. However, the contradiction between railway transportation capacity and demand is still very prominent. In the face of increasingly fierce competition in transportation services, the foundation of success must be firmly rooted in service.
1 the third group of free graduation thesis on railway transportation service marketing strategy
Different from tangible products, railway transportation products have the basic characteristics of imperceptibility, inseparability, non-storability, quality difference and non-transferability of ownership. Because of the characteristics of service, service marketing is also different from product marketing, which brings many special problems to service marketing in terms of pricing, channels and promotion strategies.
(1) price strategy. There are three main factors that affect the pricing of service products: cost, demand and competition, and the price of service must also be studied in combination with the basic characteristics of service. According to the railway marketing practice in recent years, it is suggested that the current railway transportation price strategy should adopt the comprehensive pricing method, that is, the cost pricing method should be given priority to, and the demand and competition factors should be considered comprehensively. Focusing on cost pricing is conducive to improving the marketing awareness and cost awareness of all railway enterprises, cost control and performance appraisal, and improving the overall efficiency of enterprises. Reasonable pricing according to different market demand and competitive state is beneficial to the balance between supply and demand of transportation enterprises and the best matching of transportation capacity and market demand; Conducive to improving product quality and product image; It is beneficial to draw lessons from the cost, price and profit rate of competitors and formulate appropriate price strategies.
(2) Channel strategy. The sales strategy adopted by the railway is direct sales plus a small amount of distribution in individual service links. Direct selling is an effective channel strategy for railway transportation, but there are also some problems that must be improved. ① The direct selling channels are not smooth. The problems reflected in the ticketing transportation system and mechanism, the disadvantages of "sitting in business" still exist, and the problems of passengers' difficulty in buying tickets and shippers' difficulty in consignment have not been fundamentally solved. From 65438 to 0999, Zhengzhou Railway Bureau conducted an extensive freight market survey. The results show that 59.3% of customers are satisfied with the freight and basically satisfied, and the dissatisfaction rate reaches 40.7%. Among them, the dissatisfaction rate of freight forwarder's service attitude, handling wagon plan, transportation limitation and out-of-price charges is about 50%. ② Not giving full play to the advantages of direct selling. The advantage of direct selling lies in the differentiation of featured service products. However, from the feedback of customers, the current demand and the changes of these demands show that the railway has not done enough in personalized service and customer information reflection. ③ The distribution channels are not perfect. Although the railway has made some beneficial explorations in the distribution modes such as ticket agent, freight forwarder and contract transportation, the real distribution network has not yet been formed and the distribution function is not ideal. In the process of passenger ticket sales, it is necessary to form a ticket sales network with self-sales as the mainstay and agency as the supplement. In terms of freight sales channels, it is necessary to add freight service outlets and open "trackless stations" to smooth sales channels; Simplify freight handling procedures and implement the system of "one window, one ticket to the end, one charge"; Strengthen information construction, further develop distribution channels such as freight forwarders, develop owner information management system, and carry out personalized services on the basis of computer application system for freight plan approval and freight ticket information management, so as to form differentiated competitive advantages.
(3) Promotion strategy. When the railway uses the promotion strategy, it must first make clear the goal of promotion, that is, to create enterprise visibility and establish railway reputation; Or change customers' attitude towards the railway to attract passengers and goods. Secondly, we should use the service promotion strategy correctly and avoid blind promotion. (1) Use media advertisements such as TV, radio and newspapers with caution, and make full use of the advantages of railway station and bus advertisements. At the same time, do a good job in public relations marketing and strengthen positive reports and publicity. (2) In terms of personnel promotion, we should give full play to the promotion role of enterprise-related service personnel. (3) Reasonable design of promotion combination, so that various promotion methods complement each other and complement each other. (4) advertising ku should also be carried out for enterprise employees. Advertising not only encourages consumers to buy services, but also regards employees as the second audience and encourages them to improve the quality of services.
(4) Service operation management. Railway service operation management involves the whole process and every link of transportation product production. According to the characteristics of railway transportation operation, the production resources of enterprises are systematically managed by using systematic methods, and the traditional production service process is reformed and optimized. ① The transportation capacity arrangement should try to keep a dynamic balance with the demand. Excessive railway transport capacity may lead to uneconomical operation, while too small transport capacity will lead to inefficiency and customer disgust. ② Pay attention to customers' participation in the service process. Although service personnel are one of the elements of the service system, they should try their best to help customers, but they cannot completely make up for the imperfection and inefficiency of the overall service system. The design of service system must focus on customer demand, not only to adjust the interaction between service personnel and service system, but also to improve the interaction between consumers and service personnel. ③ The key of service quality control lies in the whole staff and process. The control of service quality is related to everyone and every link in service operation, which requires total quality management of service, production, logistics and other systems and types of work.
(5) tangible display strategy. At present, the focus of service marketing has gradually shifted to improving the tangible degree of service from the perspective of marketing. Railway departments must attach great importance to using marketing means to improve the tangible degree of service. We should not only improve the satisfaction of existing customers, but also strive to attract potential customers; We should not only pay attention to the core display, but also make a fuss about the edge display; It is also necessary to understand the customer's demand for the service of this enterprise, so as to form more consistent expectations and reduce the customer's sense of uncertainty and risk in service quality. ① Improve the tangible degree of service. Try to present all kinds of service content with clear data, and provide customers with clues of service visualization. ② Compare the service content of this enterprise with competitors to distinguish different competitors. (3) Use language, graphics, audio-visual, real-life or operational demonstration to display the service content, and do a good job in corporate image design strategy. ④ concretize the corporate image with tangible objects. Provide customers with tangible objects, vividly and concretely publicize the corporate image. ⑤ Make full use of customers' oral publicity. You can introduce the expert's appraisal opinions to customers, publicize the evaluation of the company's services by satisfied customers, and improve the credibility of information. ⑥ Strengthen the influence of corporate brands. Try to increase the amount of information delivered to customers per unit time, and help customers form the confidence to change brands.
2. Strengthen service innovation and improve service marketing level.
2. 1 Strengthening technological innovation
It is necessary to make full use of advanced technical resources at home and abroad, speed up technological innovation, gradually realize the modernization of major railway technical equipment in China, and materially ensure the quality of transportation services; It is necessary to transform the traditional transportation organization mode with informationization, realize the scientific transportation organization and provide a strong transportation organization guarantee for marketing.
(1) Focus on high-speed passenger transport and fast and heavy-load freight transport, and gradually realize the modernization of railway rolling stock, bridges, tunnel culverts, communication signals and other driving equipment.
(2) Replace the backward manual service mode with scientific service means. Improve and optimize the ticket sale and reservation system, and build a comprehensive passenger service system; Build freight marketing decision-making system, information service system and capacity allocation system to realize the informationization of railway freight marketing management: actively develop e-commerce system, carry out customer relationship marketing and provide value-added services for passengers and shippers.
(3) Promote industrialization by informationization and upgrade industrial structure. Actively develop a new generation of centralized dispatching system, speed up the construction of DMIS (Dispatching Management Information System) with train dispatching as the core, and realize the informationization of railway transportation production dispatching command; Accelerate the overall construction of the two-level drawing centers of the Ministry of Railways and the Railway Bureau, and realize the modernization of the compilation and management of train operation diagrams by using computer technology; Construct a traffic safety guarantee system to further improve the traffic safety guarantee ability.
2.2 Strengthen product innovation
The innovation of railway transportation products should focus on improving the competitiveness of core services, focus on the three basic service combinations of core services, convenient services and supporting services, fully tap market demand, capture and utilize service opportunities, and adopt market penetration, new product development and market development strategies to form characteristic products different from competitors.
On the basis of steadily improving the core services such as safety, punctuality, convenience and comfort, the innovation of passenger transport products should attach importance to the connection of passenger transport convenience services, reduce the time for passengers to purchase tickets, wait for trains and leave the station, and provide convenience for passengers as much as possible. We should make a fuss about the development of multi-level and multi-functional auxiliary services, such as providing entertainment, catering, office, business, bathing and other facilities on a certain level of trains, and opening special services such as train supermarkets, leisure bars, teahouses and mobile VCD to provide passengers with high value-added passenger products. Some large passenger stations will be built into open, multi-functional comprehensive service-oriented modern stations, forming a one-stop service system of "eating, living, traveling, shopping".
The innovation of freight products should focus on convenience, speed and economy, and improve the core competitiveness of freight products by increasing the number of direct trains for bulk goods, accelerating the development of freight express business and vigorously developing container transportation. It is necessary to adapt to the development requirements of modern logistics industry, tap the service needs of shippers before and after transportation, and extend the service chain. Actively carry out door-to-door transportation, start new logistics services such as warehousing and leasing, and expand the new service market.
2.3 Strengthen service innovation
(1) Personalized service. On the basis of providing standardized services, we advocate smiling service and enthusiastic service, truly think about what passengers and shippers think, worry about what passengers and shippers are in a hurry, and serve them wholeheartedly. The target market of freight transportation should be as detailed as possible, and even one-to-one marketing can be adopted to carry out personalized services in a targeted manner.
(2) Increase special services. Enterprises should implement differentiated services, establish service characteristics and establish service advantages according to the advantages of talents and resources.
(3) Highlight cultural services. With the continuous improvement of people's cultural level, we should actively develop cultural service projects that can improve people's quality of life and promote spiritual civilization construction, strive to increase the cultural content of traditional services, improve the cultural taste of service products, and enrich the cultural connotation of service products.