I 摘要 本文根据目前国内各道路客运企业关于定制客运模式发展的战略思路，学习并 借鉴中外学者的成熟研究成果，结合WH集团对定制客运模式管理的情况，以理论基 础为依据，以实际情况出发，探究WH集团目前所面临的形势。 通过对传统客运企业管理模式的分析，并对定制客运的概念，以及管理方式进 行学习，基于“互联网+”的理念，对WH集团定制客运模式管理进行研究,分别从 平台建设、网约车、在线租车、定制班线等业务板块进行分析，阐述当前社会形势 下传统客运所面临的问题，并针对现状分析制定相应的业务板块的定制模式方案加 以优化，最后通过调查问卷的方式，统计客户满意度调查结果，以客户满意度来反 映方案的可行性，表现出定制客运模式运行所带来的服务方式具有更优越的适应性， 客户满意度标志着方案的成功程度，同时也能反映企业按照本方案运营而获得的收 益情况。本研究根据不同的企业情况深挖其定制客运模式的潜在价值，对传统客运 企业助力转型升级具有一定参考价值和借鉴意义。 本文借鉴了定制客运的理论知识与成功案例的经验，以WH集团定制客运模式管 理研究为目标，分析综合现状及发展战略，将其定制客运模式进行改进和完善，有 助于深挖定制客运的潜在价值，拓展WH集团定制客运的业务领域，创造更高的价值， 助力传统客运企业转型升级。 关键词道路客运；互联网+；定制客运模式；业务领域；转型升级 Abstract III Abstract Accordingtothestrategicthinkingofdomesticroadpassengertransportenterprises onthedevelopmentofcustomizedpassengertransportmode,thispaperstudiesanddraws lessonsfromthematureresearchresultsofChineseandforeignscholars,combinesthe managementofcustomizedpassengertransportmodeofWHGroup,andexploresthe currentsituationfacedbyWHGroupbasedontheoreticalbasisandactualsituation. Throughanalyzingthemanagementmodeoftraditionalpassengertransport enterprises,learningtheconceptandmanagementmodeofcustomizedpassengertransport, andbasedontheconceptof"internetplus",thispaperstudiesthemanagementof customizedpassengertransportmodeofWHGroup,andanalyzesthebusinesssectors suchasplatformconstruction,networkcarrental,onlinecarrental,customizedtrainlines, etc.,expoundstheproblemsfacedbytraditionalpassengertransportunderthecurrent socialsituation,andformulatescorrespondingcustomizedmodeschemesforbusiness sectorstooptimizethem.Finally,throughthewayofquestionnaire,thesurveyresultsof customersatisfactionarecounted,andthefeasibilityoftheschemeisreflectedby customersatisfaction,whichshowsthattheservicemodebroughtbycustomized passengertransportmodehassuperioradaptability,andthecustomersatisfactionmarks thesuccessofthescheme,andcanalsoreflecttheincomeofenterprisesoperating accordingtothescheme.Accordingtodifferententerprises'situations,thisstudydigsdeep intothepotentialvalueofcustomizedpassengertransportmode,whichhascertain referencevalueandsignificancefortraditionalpassengertransportenterprisestohelp transformandupgrade.Inthispaper,thetheoreticalknowledgeofcustomizedpassenger transportandtheexperienceofsuccessfulcasesareusedforreference. TakingthemanagementresearchofcustomizedpassengertransportmodeofWH Groupasthegoal,thecomprehensivestatusanddevelopmentstrategyareanalyzed,and thecustomizedpassengertransportmodeisimprovedandperfected,whichishelpfulto digdeepintothepotentialvalueofcustomizedpassengertransport,expandthebusiness 河北科技大学硕士学位论文 IV fieldofcustomizedpassengertransportofWHGroup,createhighervalueandhelpthe transformationandupgradingoftraditionalpassengertransportenterprises. KeywordsRoadpassengertransport;Internet;Customizedpassengertransportation mode;Businessarea;Transformationandupgrading 目录 V 目录 摘要....................................................................................................................................I Abstract...............................................................................................................................III 目录..................................................................................................................................V 第1章绪论.....................................................................................................................1 1.1背景...........................................................................................................................1 1.2研究意义...................................................................................................................2 1.3应用前景...................................................................................................................2 1.4国内外研究现状.......................................................................................................3 1.5研究内容与研究方法...............................................................................................3 1.5.1研究内容...........................................................................................................3 1.5.2研究方法...........................................................................................................4 1.6技术路线...................................................................................................................4 第2章传统客运行业与定制客运模式理论概述.............................................................7 2.1传统客运行业...........................................................................................................7 2.2定制客运模式理论概述...........................................................................................8 2.2.1定制客运的出现...............................................................................................9 2.2.2对定制客运模式理论的理解...........................................................................9 2.2.3定制客运的发展思路.....................................................................................10 2.2.4发展定制客运模式的方法.............................................................................11 第3章WH集团客运现状分析.......................................................................................13 3.1环境分析.................................................................................................................13 3.1.1政治（Political）............................................................................................13 3.1.2经济（Economic）.........................................................................................14 3.1.3社会（Social）...............................................................................................15 3.1.4技术（Technological）..................................................................................16 3.2WH集团客运市场分析.........................................................................................17 3.3存在问题及分析.....................................................................................................20 3.3.1平台搭建问题.................................................................................................20 3.3.2网约车业务问题.............................................................................................21 河北科技大学硕士学位论文 VI 3.3.3在线租车问题.................................................................................................22 3.3.4业务发展不全面.............................................................................................23 3.4发展趋势.................................................................................................................23 第4章WH集团“互联网+客运”定制业务......................................................................25 4.1信息平台建设.........................................................................................................25 4.1.1可持续性信息平台发展分析.........................................................................25 4.1.2信息平台构建的必要性分析.........................................................................26 4.1.3WH集团构建信息平台的优势.....................................................................26 4.1.4构建WH集团特色信息平台的方法............................................................27 4.1.5完善信息平台业务.............................................................................