當期課號 |
3238 |
Course Number |
3238 |
授課教師 |
任曙 |
Instructor |
|
中文課名 |
服務業管理 |
Course Name |
Service Industry Management |
開課單位 |
休閒事業管理系(二進)四A |
Department |
|
修習別 |
選修 |
Required/Elective |
Elective |
學分數 |
3 |
Credits |
3 |
課程目標 |
以系統性方式,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,增進學生將理論應用於實務得能力。 |
Objectives |
The focus is upon developing students skills to solve problems encountered in service industries. There is a heavy use of case analysis. |
教材 |
教科書:戴國良編著,初版,民9607,服務業行銷與管理,台北縣:普林斯頓國際
參考書: 李力、章蓓蓓編著,初版,民9202,服務業行銷管理,台北市:揚智 潘成滿編譯,初版,民92,服務業管理與行銷,台北縣:普林斯頓國際 |
Teaching Materials |
|
成績評量方式 |
上課出席率20% 上課互動與學習態度10% 期中考30% 期末考40% |
Grading |
Attendance 20% Participation and performance in class 10% Mid-term Exam 30% Final Exam 40% |
教師網頁 |
|
教學內容 |
教學進度: 第1-2週:課程大綱與進度之整體說明、服務業管理之基礎 第3-4週:服務經濟時代來臨、國內1000大服務業排名分析 第5-6週:服務業市場區隔與產品定位、教學觀摩 第7-8週:服務業顧客導向及有效作法、服務與服務品質概論 第9-10週:期中考、個案討論 第11-12週:服務品質購面、決定因素、顧客忠誠與再購意願、教學觀摩 第13-14週:服務業「產品策略」、「定價策略」、「通路策略」、「公關策略」、「行銷策略」 第15-16週:服務業「人力資源」、「客服中心」、教學觀摩 第17-18週:個案研討、期末考 |
Syllabus |
Schedule: Week 1-2: Account of the general guidelines and teaching schedule of the course. Introduction to the service industry management. Week 3-4: The coming of service-oriented economical times. Analysis of fore 1000 companies’ ranking in domestic service industry. Week 5-6: Market segmentation and product positioning of service industry. Field trip. Week 7-8: Customer-oriented service industry and effective administration. Introduction to the quality of service. Week 9-10: Mid-term and case study. Week 11-12: Dimensions to quality of service, decisive elements, and customer loyalty. Field trip. Week 13-14: Strategies of product, pricing, channel, public relation, and marketing of service industry. Week15-16: Human resource and customer service center of service industry. Field trip. Week17-18: Final exam. Case study. |