本文基于两年来对沈阳铁路局主要客运段跟踪调研及对相关调研报告的阅读分析,运用现代服务理念、管理理论归纳推断出:打造“以人为本”的品牌列车需要高度重视四大要素,即品牌列车的标识、服务环境、服务模式、服务流程;需要用心解决四大问题,即理念问题、机制制度问题、特色服务问题、服务团队的塑造问题。 Based on two years of follow-up research on the main passenger segment of Shenyang Railway Administration and the reading and analysis of relevant research reports, this article concludes that using “modern management concept” and “management theory” concludes that it is necessary to attach great importance to the four elements Brand train logo, service environment, service model, service process; need to solve four major problems, namely, the concept of problems, the mechanism of system problems, the characteristics of service problems, service team building issues.