Модель организации сервисных услуг на железнодорожных вокзалах

Abstract

Objective: the development of service activities at the infrastructure facilities of the passenger complex from the perspective of revising the standard set of services (mandatory, additional, related) provided to passengers and customers at railway stations. A set of services has been revised and proposed based on the volume of services consumed and actual customer requests. Methods: the work uses methods of empirical and experimental-theoretical level: observation, questioning, comparison, data analysis, etc. Results: practical examples and recommendations of services for railway stations are given, due to the adaptive transition to the separation of services in customer service (“single window”). Practical significance: the paper defines a typical set of services at railway stations, with a subsequent assessment of the possibility of considering them as a corporate asset.