| 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 |
1. 主要教材
(1)曾光華（2009），服務業行銷與管理：品質提昇與價值創造，二版，前程文化事業。
2.參考教材
(1)陳澤義（2010），服務管理，三版，華泰文化。
(2)伍忠賢、黃廷合（2005），服務業管理－個案分析，全華科技。
(3)Lovelock, Christopher and Jochen Wirtz (2007), Services Marketing: People, Technology, Strategy, 6th. ed., Upper Saddle River, NJ: Pearson Prentice Hall.
(4)Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler (2009), Services Marketing: Integrating Customer Focus Across the Firm, 5th. ed., Boston, MA: McGraw-Hill/Irwin. |
Teaching Materials |
1. 主要教材
(1)曾光華（2009），服務業行銷與管理：品質提昇與價值創造，二版，前程文化事業。
2.參考教材
(1)陳澤義（2010），服務管理，三版，華泰文化。
(2)伍忠賢、黃廷合（2005），服務業管理－個案分析，全華科技。
(3)Lovelock, Christopher and Jochen Wirtz (2007), Services Marketing: People, Technology, Strategy, 6th. ed., Upper Saddle River, NJ: Pearson Prentice Hall.
(4)Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremler (2009), Services Marketing: Integrating Customer Focus Across the Firm, 5th. ed., Boston, MA: McGraw-Hill/Irwin. |