標(biāo)準(zhǔn)解讀

《GB/T 44696-2024 劇院服務(wù)規(guī)范》是一項(xiàng)國(guó)家標(biāo)準(zhǔn)，旨在為劇院提供一系列的服務(wù)標(biāo)準(zhǔn)與指導(dǎo)原則，以確保觀眾能夠享受到高質(zhì)量的文化娛樂(lè)體驗(yàn)。該標(biāo)準(zhǔn)覆蓋了從劇場(chǎng)設(shè)施到服務(wù)質(zhì)量等多個(gè)方面的要求。

在劇場(chǎng)設(shè)施方面，《GB/T 44696-2024》規(guī)定了包括但不限于座位布局、安全出口設(shè)置、無(wú)障礙設(shè)施配備等具體要求，強(qiáng)調(diào)了對(duì)所有觀眾尤其是特殊群體（如老年人、殘疾人）友好性的重視。此外，還涉及到了音響系統(tǒng)、照明設(shè)備以及舞臺(tái)機(jī)械的安全性與功能性指標(biāo)，確保演出活動(dòng)的順利進(jìn)行。

針對(duì)服務(wù)質(zhì)量，《GB/T 44696-2024》提出了詳細(xì)的服務(wù)流程和服務(wù)態(tài)度指南。例如，在票務(wù)服務(wù)上，明確了售票渠道多元化、退換票規(guī)則透明化等內(nèi)容；對(duì)于接待服務(wù)，則強(qiáng)調(diào)工作人員需具備良好的職業(yè)素養(yǎng)，能夠及時(shí)有效地解決顧客遇到的問(wèn)題或困難；同時(shí)，也對(duì)餐飲服務(wù)、導(dǎo)覽解說(shuō)等方面做出了相應(yīng)規(guī)定，力求讓每位來(lái)訪者都能感受到溫馨周到的服務(wù)。

此外，該標(biāo)準(zhǔn)還特別關(guān)注到了環(huán)保節(jié)能方面的要求，提倡使用綠色建材和節(jié)能技術(shù)來(lái)建設(shè)維護(hù)劇場(chǎng)，并鼓勵(lì)采取措施減少運(yùn)營(yíng)過(guò)程中產(chǎn)生的廢棄物及能源消耗，體現(xiàn)了可持續(xù)發(fā)展的理念。


如需獲取更多詳盡信息，請(qǐng)直接參考下方經(jīng)官方授權(quán)發(fā)布的權(quán)威標(biāo)準(zhǔn)文檔。

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文檔簡(jiǎn)介

ICS

03.080.99

CCS

A

16

中華人民共和國(guó)國(guó)家標(biāo)準(zhǔn)

GB/T44696—2024

劇

院服

務(wù)規(guī)范

Specificationfortheatreservices

2024-10-26發(fā)布2025-02-01實(shí)施

國(guó)家市場(chǎng)監(jiān)督管理總局發(fā)布

國(guó)家標(biāo)準(zhǔn)化管理委員會(huì)

GB/T44696—2024

目次

前言

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Ⅲ

1

范圍

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1

2

規(guī)范性引用文件

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1

3

術(shù)語(yǔ)和定義

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1

4

總體要求

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3

4.1

舞臺(tái)藝術(shù)

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3

4.2

藝術(shù)活動(dòng)

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3

4.3

藝術(shù)普及

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3

4.4

傳統(tǒng)藝術(shù)保護(hù)

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3

4.5

公共文化服務(wù)

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3

5

劇院服務(wù)設(shè)施

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3

5.1

總要求

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3

5.2

舞臺(tái)設(shè)備設(shè)施

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3

5.3

演出服務(wù)設(shè)施

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3

5.4

劇院配套設(shè)施

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4

6

劇院服務(wù)環(huán)境

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4

6.1

總要求

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4

6.2

劇院觀演環(huán)境

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4

6.3

劇院衛(wèi)生環(huán)境

····················································································

4

7

劇院服務(wù)人員

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4

7.1

崗位要求

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4

7.2

服務(wù)人員素質(zhì)

····················································································

4

8

劇院服務(wù)內(nèi)容

·························································································

5

8.1

總要求

···························································································

5

8.2

表演團(tuán)體接待服務(wù)

···············································································

5

8.3

舞臺(tái)設(shè)備保障服務(wù)

···············································································

5

8.4

觀眾購(gòu)票服務(wù)

····················································································

5

8.5

觀眾場(chǎng)務(wù)服務(wù)

····················································································

5

9

劇院安全要求

·························································································

5

9.1

總要求

···························································································

5

9.2

劇院安全管理

····················································································

5

9.3

劇院演出安全

····················································································

5

9.4

劇院消防安全

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6

9.5

劇院公共衛(wèi)生安全

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6

Ⅰ

GB/T44696—2024

9.6

劇院應(yīng)急管理

····················································································

6

10

劇院文化建設(shè)

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6

10.1

總要求

··························································································

6

10.2

劇院文明禮儀

···················································································

6

10.3

劇院品牌建設(shè)

···················································································

6

11

劇院服務(wù)質(zhì)量評(píng)價(jià)

···················································································

7

11.1

總要求

··························································································

7

11.2

服務(wù)評(píng)價(jià)內(nèi)容

···················································································

7

11.3

服務(wù)評(píng)價(jià)方式

···················································································

7

11.4

服務(wù)改進(jìn)機(jī)制

···················································································

7

參考文獻(xiàn)

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8

Ⅱ

GB/T44696—2024

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請(qǐng)注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專利的責(zé)任。

本文件由中華人民共和國(guó)文化和旅游部提出。

本文件由全國(guó)劇場(chǎng)標(biāo)準(zhǔn)化技術(shù)委員會(huì)（SAC/TC

388）歸口。

本文件起草單位：北京保利劇院管理有限公司、中國(guó)演出行業(yè)協(xié)會(huì)、中國(guó)藝術(shù)科技研究所、武漢琴

臺(tái)大劇院管理有限公司、上海東方藝術(shù)中心管理有限公司、南京保利大劇院管理有限公司、上海保利大

劇院管理有限公司、長(zhǎng)沙保利音樂(lè)廳管理有限公司、常州市保利大劇院管理有限公司。

本文件主要起草人：郭文鵬、姚睿、渠紅艷、于昌林、朱克寧、潘燕、閆賢良、張素賢、蘇京、

王文平、雷雯、鞏升林、宋劍、占苗、于躍、王珅。

Ⅲ

GB/T44696—2024

劇

院服

務(wù)規(guī)范

1范圍

本文件界定了劇院服務(wù)的術(shù)語(yǔ)和定義，規(guī)定了總體要求、劇院服務(wù)設(shè)施、劇院服務(wù)環(huán)境、劇院服務(wù)

人員、劇院服務(wù)內(nèi)容、劇院安全要求、劇院文化建設(shè)和劇院服務(wù)質(zhì)量評(píng)價(jià)。

本文件適用于劇院提供的服務(wù)，其他類型演出場(chǎng)所自愿參照使用。

注：本文件“劇院”特指公共劇院，即對(duì)外以演出經(jīng)營(yíng)、劇目制作、場(chǎng)地租用等方式運(yùn)營(yíng)的劇院。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過(guò)文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對(duì)應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用

于本文件。

GB/T10001.1公共信息圖形符號(hào)第1部分：通用符號(hào)

GB/T29

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