| 當期課號 | 3119 | Course Number | 3119 |
|---|---|---|---|
| 授課教師 | 陳盈達 | Instructor | CHEN,YING TA |
| 中文課名 | 服務業管理 | Course Name | Service Industry Management |
| 開課單位 | 企業管理系(二進)四A | Department | |
| 修習別 | 選修 | Required/Elective | Elective |
| 學分數 | 3 | Credits | 3 |
| 課程目標 | 本課程針對服務業之管理暨實地參與學習服務作探討，課程包函學生戶外社區服務實習暨服務業的本質與定義、顧客需求、服務系統設計與作業管理、服務地點與佈置、服務業人力資源與行銷管理、服務等候線管理及服務品質管理與顧客滿意等。經此課程的學習可使同學真正瞭解服務業管理的內容，並安排實地參與學習且導入資訊科技的運用以改善服務業之效率與效能。 | Objectives | This course for the management of the service involved in learning and on-site services to probe further into the curriculum package letter outdoor student internships and community service with the definition of the nature of the service industry, customer demand for services, system design and operations management, service and location arrangement, the human services sector Resources and marketing management, service management and service lines to wait for quality management and customer satisfaction, and so on. After learning this course will enable students to truly understand the management of the service, and arrange on-site and participate in the study into the use of information technology to improve the efficiency and effectiveness of the service industry. |
| 教材 | 【服務行銷與管理】 I S B N：9867433211 作 者：鄭紹成 精平裝： 平裝本 出版社：雙葉書郎有限公司 出版日： 94/06/01 |
Teaching Materials | 【服務行銷與管理】 I S B N：9867433211 作 者：鄭紹成 精平裝： 平裝本 出版社：雙葉書郎有限公司 出版日： 94/06/01 |
| 成績評量方式 | 1.平常成績 40% 2.報告成績 30% 3.作業成績 30% |
Grading | 1.平常成績 40% 2.報告成績 30% 3.作業成績 30% |
| 教師網頁 | 部落格:http://tw.myblog.yahoo.com/sunyagift88 網站:http://www.sun-ya.com.tw | ||
| 教學內容 | 服務業管理 本課程乃朝向提昇學生對於服務業管理方面知識之領會而設計，介紹服務作業中經常面臨的管理問題以及解決方法；同時，輔以相關個案研討與問題討論，幫助學生將所學應用到課堂外的世界。 本課程之教學目標如下： 1.建立學生對服務業之專業觀念。 2.探討與評析不同領域之案例。 3.提供同學口頭報告之訓練經驗。 |
Syllabus | This course is designed to enhance the understanding of service industry management . Equip students with the skills to solve the problems they will encounter in service industry. Also, there are discussions and analyses of the cases helping students connect what they learn in class to the world outside. The objectives of this course are: 1.To provide students with the experience of meeting and conducting a service company member. 2.To learn about a particular segment of the service industry from the prsctical cases. 3.To provide students with the experience of making a verbal presentation to a group on the service sections. |