基于公交驾驶员服务水平提升的情绪管理策略研究
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摘要
随着我国经济的发展和城市化进程的加快,城市交通拥堵问题日益严重,引发了一系列社会问题。优先发展城市公共交通是国际上在解决交通问题时的首要原则,也是符合我国特殊国情与城市发展需求的战略性选择。
说到城市公交,就象马斯洛需求层次理论一样,在不同的时代,乘客对公交有着不同的期许。现阶段,城市公交的基础设施建设、服务品质、行业规范化管理水平等等都在公交服务上体现。而公交服务水平最为直接的为广大乘客所感受,并能进一步决定乘客对城市公交的满意度以及出行方式的选择的因素,很大程度上来自公交车驾驶员。驾驶员的服务水平,直接反映了公交企业的服务水平。那么,如何提高驾驶员的服务水平呢?我们认为：单纯靠硬性的管理,是不能解决问题的。马克思主义哲学认为：事物的发展是内因和外因共同起作用的结果,内因是事物变化发展的根据,外因是条件,外因通过内因起作用。这就要求我们在观察分析问题时既要看到内因,又要看到外因,坚持内外因相结合的观点。由此,能不能借助“人文关怀”的影响,通过对驾驶员的“人文关怀”,运用到日常营运管理、安全管理、服务管理中去,提高驾驶员各项工作的主动性、积极性、创造性,从而提高驾驶员服务水平的提高,是摆在我们面前的一个需要认真解决的重要课题。
具体到公交企业与公交驾驶员之间,我们认为：人文关怀,主要通过法、理、情来体现。法即法则,强调的是规范性、确定性和强制力。理即公理、公共道德或者公共利益等,它是判断是非的标准,是人们日常行为的准则。情即感情、情节或者情况。用“法”去规范行为、用“理”去统一行为,用“情”去影响行为。只有理顺三者之间的关系,才能彰显企业的人文关怀主题,从而提高驾驶员在服务过程中的主动性、积极性、创造性,进而自发提高自己的服务质量,快乐工作。进而通过整体的努力,去感染、影响广大乘客,引导人们选择公交出行,绿色出行。
本文从职工需求理论出发,通过理论研究、调查问卷等方式,以济南市公共交通总公司卓有成效的“情绪管理”为例,进而探讨“情绪管理”的导入与公交驾驶员服务水平的联系,形成自己的观点,从而呼吁公交企业的人文关怀,注重“情绪管理”,从而提高公交驾驶员的服务水平。
With the development of China's economy and the acceleration of the process of city, city traffic problems become more and more serious, triggered a series of social problems. Give priority to the development of city public traffic is an international deal with the traffic problem first principles, is also the strategic choice to meet the development needs of special conditions of our country and city.
When it comes to the city bus, like Maslow's hierarchy of needs theory, at different times, passengers have different expectations on the bus. At this stage, specification of city bus infrastructure, service quality, management level and industry are reflected in the public service. And the public service level is the most direct for the vast number of passengers feel, and can further determine passenger satisfaction of city bus and travel mode choice factors, largely from the bus driver. The driver's service level, a direct reflection of the public transportation enterprise service level. So, how to improve the service level? We believe that:only by hard management, can not solve the problem. Think of Marx philosophy:the development of things is the internal and external factors play a role in the results, the internal cause is the thing change development according to external conditions, through the internal factors, external factors. This requires us to analyze problems in the watch to see inside, see the external, adhere to internal and external factors combined view. Therefore, how to through the driver's " humanistic care ", applied to business management, security management, service management, enhance the initiative, the driver of the work enthusiasm and creativity, thereby improving the driver to raise the level of service, is an important issue to solve seriously in need of a US.
Specific to the bus and bus drivers, we think:the humanities concern, mainly through the law, science, love to reflect. Law is the law, the emphasis is normative, certainty and force. The principle of the axiomatic, public morality or public interests, it is the judgment is not standard, is the people daily behavior standards. Love is feeling, plot or situation. With the " law " to regulate behavior, with " science " to unify the behavior, with the "feeling" to influence behavior. Only the relationship between the three, can reveal the humanistic theme of enterprises, so as to improve the driver's initiative, in the process of service enthusiasm, creative and spontaneous, improve their service quality, happy work. Through the efforts, to infection, affecting the majority of passengers, guide people to choose public transportation, green travel.
This paper takes Ji'nan city public transportation company and very fruitful "astral class management, star service " and " emotion " as an example, and discusses the humanities concern the introduction and bus driver service level, thus calling for humanistic care in transit enterprises, improve the service quality of bus drivers.
说到城市公交,就象马斯洛需求层次理论一样,在不同的时代,乘客对公交有着不同的期许。现阶段,城市公交的基础设施建设、服务品质、行业规范化管理水平等等都在公交服务上体现。而公交服务水平最为直接的为广大乘客所感受,并能进一步决定乘客对城市公交的满意度以及出行方式的选择的因素,很大程度上来自公交车驾驶员。驾驶员的服务水平,直接反映了公交企业的服务水平。那么,如何提高驾驶员的服务水平呢?我们认为：单纯靠硬性的管理,是不能解决问题的。马克思主义哲学认为：事物的发展是内因和外因共同起作用的结果,内因是事物变化发展的根据,外因是条件,外因通过内因起作用。这就要求我们在观察分析问题时既要看到内因,又要看到外因,坚持内外因相结合的观点。由此,能不能借助“人文关怀”的影响,通过对驾驶员的“人文关怀”,运用到日常营运管理、安全管理、服务管理中去,提高驾驶员各项工作的主动性、积极性、创造性,从而提高驾驶员服务水平的提高,是摆在我们面前的一个需要认真解决的重要课题。
具体到公交企业与公交驾驶员之间,我们认为：人文关怀,主要通过法、理、情来体现。法即法则,强调的是规范性、确定性和强制力。理即公理、公共道德或者公共利益等,它是判断是非的标准,是人们日常行为的准则。情即感情、情节或者情况。用“法”去规范行为、用“理”去统一行为,用“情”去影响行为。只有理顺三者之间的关系,才能彰显企业的人文关怀主题,从而提高驾驶员在服务过程中的主动性、积极性、创造性,进而自发提高自己的服务质量,快乐工作。进而通过整体的努力,去感染、影响广大乘客,引导人们选择公交出行,绿色出行。
本文从职工需求理论出发,通过理论研究、调查问卷等方式,以济南市公共交通总公司卓有成效的“情绪管理”为例,进而探讨“情绪管理”的导入与公交驾驶员服务水平的联系,形成自己的观点,从而呼吁公交企业的人文关怀,注重“情绪管理”,从而提高公交驾驶员的服务水平。
With the development of China's economy and the acceleration of the process of city, city traffic problems become more and more serious, triggered a series of social problems. Give priority to the development of city public traffic is an international deal with the traffic problem first principles, is also the strategic choice to meet the development needs of special conditions of our country and city.
When it comes to the city bus, like Maslow's hierarchy of needs theory, at different times, passengers have different expectations on the bus. At this stage, specification of city bus infrastructure, service quality, management level and industry are reflected in the public service. And the public service level is the most direct for the vast number of passengers feel, and can further determine passenger satisfaction of city bus and travel mode choice factors, largely from the bus driver. The driver's service level, a direct reflection of the public transportation enterprise service level. So, how to improve the service level? We believe that:only by hard management, can not solve the problem. Think of Marx philosophy:the development of things is the internal and external factors play a role in the results, the internal cause is the thing change development according to external conditions, through the internal factors, external factors. This requires us to analyze problems in the watch to see inside, see the external, adhere to internal and external factors combined view. Therefore, how to through the driver's " humanistic care ", applied to business management, security management, service management, enhance the initiative, the driver of the work enthusiasm and creativity, thereby improving the driver to raise the level of service, is an important issue to solve seriously in need of a US.
Specific to the bus and bus drivers, we think:the humanities concern, mainly through the law, science, love to reflect. Law is the law, the emphasis is normative, certainty and force. The principle of the axiomatic, public morality or public interests, it is the judgment is not standard, is the people daily behavior standards. Love is feeling, plot or situation. With the " law " to regulate behavior, with " science " to unify the behavior, with the "feeling" to influence behavior. Only the relationship between the three, can reveal the humanistic theme of enterprises, so as to improve the driver's initiative, in the process of service enthusiasm, creative and spontaneous, improve their service quality, happy work. Through the efforts, to infection, affecting the majority of passengers, guide people to choose public transportation, green travel.
This paper takes Ji'nan city public transportation company and very fruitful "astral class management, star service " and " emotion " as an example, and discusses the humanities concern the introduction and bus driver service level, thus calling for humanistic care in transit enterprises, improve the service quality of bus drivers.
引文
[1]覃运梅、王玲玲 科技创新导报 NO.34学术论坛 公交服务水平评价方法的探讨2009
[2]人文关怀 中国知识基础建设工程.2008
[3]任效峰 思想政治教育中人文关怀的缺失及应对策略[N]理论观察2006
[4]胡钦太 论思想政治工作中的“人文关怀”[N]肇庆学院学报第2003.8
[5]顾存禄 基于人文关怀的思想政治工作研究[N]人民论坛·学术前沿 2010.5
[6]张迪 人文关怀对思想政治教学实效性的影响[N]郑州大学体育学院2010.4
[7]陈伟 人文关怀的内涵与策略研究[N]学校党建与思想教育2010.
[8]潘海啸、杜雷,城市交通方式和多模式间的转换,同济大学出版社2003.3
[9]魏华.城市公交服务质量与可靠性评价研究[D].西安:长安大学2005
[10]周雪梅,杨晓光.先进的公共交通系统综合评价[J].交通与计算机,2006,24
[11]金宁,隽志才基于顾客满意度的城市公交服务水平 吉林大学学报2008年2月第28期
[12]2005年9月国务院办公厅下发《关于优先发展城市公共交通的意见》(国办发〔2005〕46号)
[13]徐慰慈.城市交通规划论.同济大学出版社.1998年3月.
[14]李林波、万燕花.关于城市公共交通系统发展的思考.综合运输.2003.5.
[15]城市道路交通管理评价指标体系(2003年版).
[16]朱顺应,王炜.交通网络可靠度及其通路算法研究[J].中国公路学报,
[17]毛林繁.城市公交网络可靠性的双层规划模型[J].中国公路学 报,2002,15(3)：88-91.
[18]金键.城市道路交通网络可靠性探讨[J].交通运输工程与信息学报,2004,2(2)：76-81.
[19]王敬东,港湾式公交停靠站设置问题研究,大连理工大学,2003.2
[20]仇保兴.中国城镇化[M].北京：中国建筑工业出版社,2004
[21]简新华.黄锟中国城镇化水平和速度的实证分析与前景预测
[22]张留记.城乡一体化之路[M].农村读物出版社,1989
[23]徐慰慈.城市交通规划论[M]。上海：同济大学出版社,1997.
[24]王茂奎.基于城乡统筹发展的客运一体化研究[D].成都：西南交通大学博士论文,2010.
[25]邱蕾.人本主义理念下的员工情绪管理.企业科技与发展,2009,10：169-171.
[26]王晶.人本主义视角下的员工情绪管理.现代论文联盟WWW.LWLM.COM整理商业,2010,29：196-197.
[27]洪磊.80后员工管理重在情绪和态度.现代营销(下月刊),2010,2：14-17.
[28]徐敏;;浅论员工情绪管理[J];才智;2010年04期
[29]涂晓春;情绪管理:人力资源管理的新内容[J];理论月刊;2004年11期
[30]丁玉满;;情绪管理的妙用[J];施工企业管理;2009年07期
[31]李立功;;用情绪管理发掘员工激情[J];企业改革与管理;2008年01期
[32]李爱国;;情绪管理[J];经营与管理;2010年10期
[33]刘慧;米新龙;;劳动情绪管理系列之五情绪管理管好情绪[J];中国石油石化;2010年21
[34]张新荣;知识员工的情绪管理[J];企业改革与管理;2005年06期
[35]Dept. of Civil and Environ. Eng., Virginia Tech. Evaluation of service reliability impacts of traffic signal priority strategies for bus transit. Transportation Research Record,2003
[36]www.transmilenio. gov. com
[37]H. S. Levinson Principal Investigator, Transportation and Parking For Tomorrow's Cities Prepared by Wilbur Smith and Associates, under commission from Automobile Manufact- urcrs' Association,1966.
[38]United States General Accounting Office (GAO), Bus Rapid Transit Shows Promise, Report to Congressional Requesters, Sept.2001.9
[39]D. Byan and M. E.O Kelly. Hub and spoke networks in air transportation:an analytical review[J]. Journal of Regional Science.1999,39(2):275-295.
[40]PaulM, Torrens. How land-use transportation models work Centre for Advanced Spatial Analysi s[J], University College London,2000,11
[41]YangMiin-shen, Liullsien-Hsiung. Fuzzy least-squares algori thms for interactive fuzzy linear regression models[J]. Fuzzy Sets and Systems,2003,135(2):305-316
[2]人文关怀 中国知识基础建设工程.2008
[3]任效峰 思想政治教育中人文关怀的缺失及应对策略[N]理论观察2006
[4]胡钦太 论思想政治工作中的“人文关怀”[N]肇庆学院学报第2003.8
[5]顾存禄 基于人文关怀的思想政治工作研究[N]人民论坛·学术前沿 2010.5
[6]张迪 人文关怀对思想政治教学实效性的影响[N]郑州大学体育学院2010.4
[7]陈伟 人文关怀的内涵与策略研究[N]学校党建与思想教育2010.
[8]潘海啸、杜雷,城市交通方式和多模式间的转换,同济大学出版社2003.3
[9]魏华.城市公交服务质量与可靠性评价研究[D].西安:长安大学2005
[10]周雪梅,杨晓光.先进的公共交通系统综合评价[J].交通与计算机,2006,24
[11]金宁,隽志才基于顾客满意度的城市公交服务水平 吉林大学学报2008年2月第28期
[12]2005年9月国务院办公厅下发《关于优先发展城市公共交通的意见》(国办发〔2005〕46号)
[13]徐慰慈.城市交通规划论.同济大学出版社.1998年3月.
[14]李林波、万燕花.关于城市公共交通系统发展的思考.综合运输.2003.5.
[15]城市道路交通管理评价指标体系(2003年版).
[16]朱顺应,王炜.交通网络可靠度及其通路算法研究[J].中国公路学报,
[17]毛林繁.城市公交网络可靠性的双层规划模型[J].中国公路学 报,2002,15(3)：88-91.
[18]金键.城市道路交通网络可靠性探讨[J].交通运输工程与信息学报,2004,2(2)：76-81.
[19]王敬东,港湾式公交停靠站设置问题研究,大连理工大学,2003.2
[20]仇保兴.中国城镇化[M].北京：中国建筑工业出版社,2004
[21]简新华.黄锟中国城镇化水平和速度的实证分析与前景预测
[22]张留记.城乡一体化之路[M].农村读物出版社,1989
[23]徐慰慈.城市交通规划论[M]。上海：同济大学出版社,1997.
[24]王茂奎.基于城乡统筹发展的客运一体化研究[D].成都：西南交通大学博士论文,2010.
[25]邱蕾.人本主义理念下的员工情绪管理.企业科技与发展,2009,10：169-171.
[26]王晶.人本主义视角下的员工情绪管理.现代论文联盟WWW.LWLM.COM整理商业,2010,29：196-197.
[27]洪磊.80后员工管理重在情绪和态度.现代营销(下月刊),2010,2：14-17.
[28]徐敏;;浅论员工情绪管理[J];才智;2010年04期
[29]涂晓春;情绪管理:人力资源管理的新内容[J];理论月刊;2004年11期
[30]丁玉满;;情绪管理的妙用[J];施工企业管理;2009年07期
[31]李立功;;用情绪管理发掘员工激情[J];企业改革与管理;2008年01期
[32]李爱国;;情绪管理[J];经营与管理;2010年10期
[33]刘慧;米新龙;;劳动情绪管理系列之五情绪管理管好情绪[J];中国石油石化;2010年21
[34]张新荣;知识员工的情绪管理[J];企业改革与管理;2005年06期
[35]Dept. of Civil and Environ. Eng., Virginia Tech. Evaluation of service reliability impacts of traffic signal priority strategies for bus transit. Transportation Research Record,2003
[36]www.transmilenio. gov. com
[37]H. S. Levinson Principal Investigator, Transportation and Parking For Tomorrow's Cities Prepared by Wilbur Smith and Associates, under commission from Automobile Manufact- urcrs' Association,1966.
[38]United States General Accounting Office (GAO), Bus Rapid Transit Shows Promise, Report to Congressional Requesters, Sept.2001.9
[39]D. Byan and M. E.O Kelly. Hub and spoke networks in air transportation:an analytical review[J]. Journal of Regional Science.1999,39(2):275-295.
[40]PaulM, Torrens. How land-use transportation models work Centre for Advanced Spatial Analysi s[J], University College London,2000,11
[41]YangMiin-shen, Liullsien-Hsiung. Fuzzy least-squares algori thms for interactive fuzzy linear regression models[J]. Fuzzy Sets and Systems,2003,135(2):305-316
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