随着铁路运输市场化的发展,客运服务已经赋于新的意义,服务工作的内涵大大拓宽。服务的定义就是提供满意的需求,因此,作为客运服务的提供者首要的任务是了解旅客的需求。笔者对各渠道收集的2006年以来旅客运输工作的社会反映、市场状态进行分析、汇总,并对社会运输需求进行调查,以利车站服务得到持续改进。 With the development of market-oriented railway transport, passenger transport services have given new meaning and the connotation of service work has been greatly broadened. The definition of service is to provide satisfactory demand, therefore, as the passenger service provider’s primary task is to understand the needs of travelers. The author analyzes and summarizes the social feedback and market conditions collected by various channels since 2006 and surveys the needs of social transport to facilitate the continuous improvement of the station services.