Railwaypassengertransportservices鐵路旅客運(yùn)輸服務(wù)內(nèi)容文字：≥16號(hào)層級(jí)序號(hào)

一、1.（1）01①Classificationandresponsibilityofrailwaypassengerservicequalityproblems服務(wù)質(zhì)量問題分類及責(zé)任相關(guān)知識(shí)Therelevantknowledge一、鐵路客運(yùn)服務(wù)質(zhì)量問題分類Classification

ofrailwaypassengerservicequalityproblems二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任Responsibilityofrailwaypassenger

servicequalityproblems服務(wù)質(zhì)量問題分類及責(zé)任目錄DirectoryClassificationandresponsibilityofrailwaypassenger

servicequalityproblems01.服務(wù)質(zhì)量問題分類及責(zé)任Classificationandresponsibilityofrailwaypassengerservicequalityproblems鐵路客運(yùn)服務(wù)質(zhì)量問題分類Classificationofrailwaypassengerservicequalityproblems1234服務(wù)質(zhì)量反映Servicequalityreflection服務(wù)質(zhì)量差錯(cuò)Servicequalityerror服務(wù)質(zhì)量事故Servicequalityaccident服務(wù)質(zhì)量事件Servicequalityevent一、鐵路客運(yùn)服務(wù)質(zhì)量問題分類（Classificationofrailwaypassengerservicequalityproblems）1、服務(wù)質(zhì)量反映（ServiceQualityReflection）指未按服務(wù)質(zhì)量的要求提供規(guī)定的服務(wù)內(nèi)容造成旅客的不良反映，其影響較小或甚微。Itreferstotheadversereactionofpassengerscausedbythefailuretoprovidetheprescribedservicecontentaccordingtotherequirementsofservicequality,whichhasasmallorminorimpact.

如旅客對(duì)站車設(shè)備、環(huán)境衛(wèi)生、服務(wù)內(nèi)容及服務(wù)態(tài)度等方面的服務(wù)質(zhì)量不滿意而產(chǎn)生的不良反映。Forexample,passengersaredissatisfiedwiththeservicequalityofstationequipment,environmentalsanitation,servicecontentandserviceattitude.1、服務(wù)質(zhì)量反映（ServiceQualityReflection）01旅客、貨主來(lái)信、來(lái)電、來(lái)訪投訴，新聞媒介曝光，造成不良影響但未造成實(shí)質(zhì)性后果。Letters,calls,visitsandcomplaintsfrompassengersandcargoownerswereexposedbynewsmedia,resultinginadverseeffectsbutnosubstantiveconsequences.2、服務(wù)質(zhì)量差錯(cuò)（Servicequalityerror）

指服務(wù)質(zhì)量不符合規(guī)定要求，造成不良影響但未造成實(shí)質(zhì)性后果或未構(gòu)成旅客傷害的服務(wù)質(zhì)量問題。

Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements

,causesadverseeffectsbutdoesnotcausesubstantialconsequencesorharmtopassengers.2、服務(wù)質(zhì)量差錯(cuò)（Servicequalityerror）02站、車各項(xiàng)設(shè)備、設(shè)施、備品未達(dá)到規(guī)定標(biāo)準(zhǔn)，影響服務(wù)質(zhì)量的。Theequipment,facilitiesandsparepartsofthestationortrainfailtoreachtheprescribedstandards,

affectingtheservicequality.

站、車各項(xiàng)工作標(biāo)準(zhǔn)、基礎(chǔ)管理未達(dá)到規(guī)定要求影響服務(wù)質(zhì)量的。03Theworkstandardsandbasicmanagementofthestationor

trainfailtomeetthespecifiedrequirements,affectingtheservicequality.04未按國(guó)家或鐵路有關(guān)規(guī)定對(duì)運(yùn)價(jià)、雜費(fèi)、商品實(shí)行明碼標(biāo)價(jià)的。Failingtoclearlymarkfreightrates,miscellaneouscharges

andcommoditypricesaccordingtotherelevantregulationsofthestateorrailway.站、車存在安全隱患，未構(gòu)成旅客、貨主傷害和發(fā)生責(zé)任事故的。05Therearehiddensafetyhazardsinthestationor

train,whichdoesnotcauseinjurytopassengersandcargoownersorliabilityaccidents2、服務(wù)質(zhì)量差錯(cuò)（Servicequalityerror）06站、車治安秩序差，未構(gòu)成旅客、貨主傷害的。Thepublicorderofthestationortrainispoorbutdoesnotcauseinjurytopassengersandcargoowners.站、車環(huán)境衛(wèi)生、飲食衛(wèi)生差，未造成旅客傷害的。07Thestationortrainhaspoorenvironmentalhygieneandfoodhygiene,whichhasnotcausedinjurytopassengers.2、服務(wù)質(zhì)量差錯(cuò)（Servicequalityerror）08站、車工作人員在執(zhí)行職務(wù)時(shí)與旅客、貨主發(fā)生爭(zhēng)執(zhí)造成不良影響的。Thestationortrainstaffhavedisputeswiththepassengerorcargoownerintheperformanceoftheirduties,resultinginadverseeffects.09責(zé)任造成旅客、貨主財(cái)產(chǎn)損失、丟失、被盜價(jià)值在500元以下的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalueoflessthan500yuan.10鐵路責(zé)任發(fā)生誤辦、錯(cuò)辦，造成旅客5人以下誤乘、誤降，行包誤裝、誤卸造成逾期交付或損失價(jià)值在500元以下的。Therailwayisresponsibleforthewronghandling,resultinginwrongboardinganddisembarkingoflessthan5passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginoverduedeliveryorlossvalueoflessthan500yuan.010908070605040302指服務(wù)質(zhì)量不符合規(guī)定要求，造成旅客輕傷、物品損失較大及影響很大的質(zhì)量問題。Itreferstothequalityproblemthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginminorinjuriestopassengers,largelossofgoodsandgreatimpact.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）010908070605040302鐵路責(zé)任造成旅客、貨主輕傷的。Therailwayliabilitycausesminorinjurytothepassengerorcargoowner.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060504030201鐵路責(zé)任發(fā)生誤辦、錯(cuò)辦，造成旅客6人以上誤乘、誤降，行包誤裝、誤卸造成損失價(jià)值超過500元的。Therailwayisliableforthewronghandling,resultinginthewrongboardinganddisembarkingofmorethan6passengers,andforthewrongloadingandunloadingofluggageandparcels,resultinginalossofmorethan500yuan.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060504030102鐵路責(zé)任旅客列車晚點(diǎn)的。Therailwayliabilitycausesthedelayofpassengertrains.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060504010203利用職權(quán)運(yùn)輸無(wú)票人員、貨物，勒卡、索要旅客、貨主錢物價(jià)值在200元以下的。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueoflessthan200yuan.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060501020304鐵路責(zé)任造成旅客、貨主財(cái)產(chǎn)損失、丟失、被盜價(jià)值超過500元不足1000元的。Responsibleforthedamage,lossortheftofthepropertyofthepassengerorcargoownerwiththevalue

ofmorethan500yuanbutlessthan1000yuan.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060102030405

責(zé)任發(fā)生食物中毒事故未造成人員死亡的。Responsibleforthefoodpoisoningwhichdoesnotresultindeath.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807010203040506站、車工作人員在執(zhí)行職務(wù)時(shí)刁難、打罵旅客、貨主造成較大影響的。Thestationortrainstaffmakedifficulties,beatandscoldpassengersandcargoownerswhileperformingtheirduties,resultingingreatimpact.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）090807060504030102站、車設(shè)備、設(shè)施、備品故障、缺損，嚴(yán)重影響服務(wù)質(zhì)量，旅客、貨主反映強(qiáng)烈或給旅客、貨主造成人身傷害和帶來(lái)經(jīng)濟(jì)損失的。Faultsanddefectsofthestationortrainequipment,facilitiesandspareparts,whichseriouslyaffecttheservicequality,stronglyreflectbypassengersandcargoowners,orcausepersonalinjuryandeconomiclossestopassengersandcargoowners.3、服務(wù)質(zhì)量事故（Servicequalityaccidents）0908010203040506073、服務(wù)質(zhì)量事故（Servicequalityaccidents）違反國(guó)家和鐵路有關(guān)收費(fèi)標(biāo)準(zhǔn)、規(guī)定，亂收費(fèi)、亂加價(jià)造成不良影響的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginadverseeffects.

指服務(wù)質(zhì)量不符合規(guī)定要求，造成旅客重傷以上傷害、物品損失巨大及影響重大的質(zhì)量問題。

Itreferstothequalityproblemsthattheservicequalitydoesnotmeetthespecifiedrequirements,resultinginseriousinjuryoraboveofpassengers,hugelossofgoodsandsignificantimpact.4、服務(wù)質(zhì)量事件（Servicequalityevent）利用職權(quán)運(yùn)輸無(wú)票人員、貨物，勒卡、索要旅客、貨主錢物，價(jià)值超過200元。Usetheirauthoritytotransportpeopleandgoodswithouttickets,blackmailanddemandmoneyandgoodsfrompassengersandcargoowners,withavalueofmorethan200yuan.責(zé)任造成旅客、貨主財(cái)產(chǎn)損失、丟失、被盜價(jià)值在1000元以上的。Responsibleforcausingthedamage,lossortheftofthepropertyofthepassengerorownerwithavalueofmorethan1000yuan.責(zé)任造成旅客、貨主重傷以上傷害的。Responsibleforcausingseriousinjuryorabovetothepassengerorcargoowner.4、服務(wù)質(zhì)量事件（Servicequalityevent）010203違反國(guó)家和鐵路有關(guān)收費(fèi)標(biāo)準(zhǔn)、規(guī)定，亂收費(fèi)、亂加價(jià)造成嚴(yán)重不良影響的。Violationofrelevantstateandrailwaychargingstandards,arbitrarycollectionoffeesandarbitrarypriceincrease,resultinginseriousadverseeffects.站、車工作人員在執(zhí)行職務(wù)時(shí)毆打旅客、貨主造成嚴(yán)重影響或輕傷以上傷害的。Thestationortrainstaffbeatpassengersandcargoownerswhileperformingtheirduties,resultinginseriousimpactorminororaboveinjury.責(zé)任發(fā)生食物中毒事故造成人員死亡的。Responsibleforthefoodpoisoningwhichresultsindeath.4、服務(wù)質(zhì)量事件（Servicequalityevent）040506服務(wù)質(zhì)量問題分類及責(zé)任Classificationandresponsibilityofrailwaypassengerservicequalityproblems鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任02.Responsibilityofrailwaypassengertransportservicequality12鐵路客運(yùn)服務(wù)質(zhì)量問題的責(zé)任Responsibilityforqualityproblemsofrailwaypassengerservice服務(wù)質(zhì)量問題的法律免責(zé)條件Legalexemptionconditionsforservicequalityproblems二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）(1)服務(wù)質(zhì)量問題的法律責(zé)任(1)Legalliabilityforservicequalityproblems在鐵路旅客運(yùn)輸生產(chǎn)過程中，相應(yīng)服務(wù)質(zhì)量問題違反《鐵路法》及其他相關(guān)法律法規(guī)的規(guī)題應(yīng)承擔(dān)相關(guān)的法律責(zé)任。其法律責(zé)任的方式主要有三種，即行政責(zé)任、刑事責(zé)任和民事責(zé)任。Intheproductionprocessofrailwaypassengertransport,relevantservicequalityproblemsviolatingRailwayLawandotherrelevantlawsandregulationsshouldbearrelevantlegalresponsibilityinthreeways,thatis,administrativeliability,criminalliabilityandcivilliability.二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）《鐵路法》第七十一條規(guī)定：鐵路職工玩忽職守、違反規(guī)章制度造成運(yùn)營(yíng)事故的，濫用職權(quán)，利用辦理運(yùn)輸業(yè)務(wù)之便牟取私利的給予行政處分；情節(jié)嚴(yán)重、構(gòu)成犯罪的依照刑法有關(guān)規(guī)定追究刑事責(zé)任。Article71oftheRailwayLawstipulates:railwayemployeeswhoneglecttheirduties,violaterulesandregulationsandcauseoperationaccidents,abusetheirpowerandseekpersonalgainsbyhandlingtransportbusinessshallbegivenadministrativesanctions;Ifthecircumstancesareseriousenoughtoconstituteacrime,criminalresponsibilityshallbeinvestigatedinaccordancewiththerelevantprovisionsoftheCriminalLaw.1.行政責(zé)任和刑事責(zé)任2.Administrativeresponsibilityandcriminalresponsibility二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）“運(yùn)營(yíng)事故”包括在運(yùn)輸過程中造成的服務(wù)質(zhì)量事故和服務(wù)質(zhì)量事件等，涉及行政責(zé)任和刑事責(zé)任的必須依法予以追究?！癘perationalaccidents”includeservicequalityaccidentsandservicequalityincidentscausedinthecourseoftransportation,andthoseinvolvingadministrativeresponsibilityandcriminalresponsibilitymustbeinvestigatedinaccordancewiththelaw.2.民事責(zé)任2.civilliability民事責(zé)任分違約責(zé)任和侵權(quán)責(zé)任兩種。服務(wù)質(zhì)量問題大多屬于違約責(zé)任造成的，其違約責(zé)任在相關(guān)法規(guī)中均有明確規(guī)定。Civilliabilityincludesliabilityforbreachofcontractandtortliability.Mostoftheservicequalityproblemsarecausedbyliabilityforbreachofcontract,whichisclearlystipulatedinrelevantlawsandregulations.二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）①《民法典》、《鐵路法》規(guī)定發(fā)生服務(wù)質(zhì)量問題屬于違約、侵權(quán)行為，必須承擔(dān)相關(guān)的民事責(zé)任。①《CivilCode》、《RailwayLaw》Itisstipulatedthattheoccurrenceofservicequalityproblembelongstothetortofbreachofcontract,andtherelevantcivilliabilitymustbeborne.《民法典》第五百零九條規(guī)定：當(dāng)事人應(yīng)當(dāng)按照約定全面履行自己的義務(wù)。發(fā)生服務(wù)質(zhì)量問題屬于當(dāng)事人一方（鐵路）不履行合同義務(wù)或者履行義務(wù)不符合約定，應(yīng)當(dāng)承擔(dān)違約責(zé)任。《CivilCode》Article509stipulates:thepartiesshallfullyfulfilltheirobligationsinaccordancewiththeagreement.Iftheservicequalityproblembelongstotheparty(railway)whodoesnotfulfillthecontractualobligationsordoesnotfulfilltheobligationsinaccordancewiththeagreement,itshallbeartheliabilityforbreachofcontract.二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）《鐵路法》第五條也規(guī)定：鐵路運(yùn)輸企業(yè)必須改善經(jīng)營(yíng)管理，切實(shí)改進(jìn)路風(fēng)，提高服務(wù)質(zhì)量?！禦ailwayLaw》Article5alsostipulates:railwaytransportenterprisesmustimproveoperationandmanagement,improveroadstyleandimproveservicequality.01旅客車票、行李票和包裹票，是具有法律效力的合同或者合同的一部分。Aluggageticketorparcelticketforapassengerticketisalegallyeffectivecontractorapartofacontract.二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）02當(dāng)旅客購(gòu)買車票（運(yùn)輸合同成立）到旅客出站繳銷車票（合同履行完畢）的運(yùn)輸過程中，就應(yīng)該依法享受到鐵路提供的服務(wù)。Whenthepassengerbuystheticket(thecontractoftransportisestablished)tothepassengerleavesthestationtosurrendertheticket(thecontractisfulfilled)intheprocessoftransport,therailwayshouldenjoytheserviceprovidedbylaw.03鐵路（承運(yùn)人）沒有履行或全部履行自己的義務(wù)，發(fā)生服務(wù)質(zhì)量問題必須承擔(dān)相關(guān)的責(zé)任。Therailway(carrier)hasnotperformedorfullyperformeditsobligations,theoccurrenceofservicequalityproblemsmustbeartherelevantresponsibility.②《中華人民共和國(guó)消費(fèi)者權(quán)益保護(hù)法》規(guī)定消費(fèi)者的權(quán)益受法律保護(hù)。②《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Itstipulatesthattherightsandinterestsofconsumersareprotectedbylaw.二、鐵路客運(yùn)服務(wù)質(zhì)量問題責(zé)任（Responsibilityofrailwaypassengertransportservicequality）《中華人民共和國(guó)消費(fèi)者權(quán)益保護(hù)法》規(guī)定：消費(fèi)者為生活需要購(gòu)買、使用商品或接受服務(wù)，其權(quán)益受本法保護(hù)；經(jīng)營(yíng)者為消費(fèi)者提供其生產(chǎn)、銷售的商品或者提供服務(wù)，應(yīng)當(dāng)遵守本法。《LawofthePeople'sRepublicofChinaonProtectionofConsumerRightsandInterests》Provisions:Therightsand