授課教師 |
何昶鴛
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開課單位 |
企業管理系台灣產業策略發展博士班
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學分數 |
3
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修課時數 |
3
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開課班級 |
日間部博士班1年級 A班
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本課程培養學生下列知識: |
本課程以系統性方式探討服務業經營管理與面臨之管理問題以及解決對策,同時輔以相關個案研討與問題分析,借以結合理論探討與實務分析應用,以期能培養正確服務觀念、決策能力與掌握未來趨勢。 1.了解服務業經營管理之理論與實務的整體觀念。 2.學習管理與經營服務業之能力。 1.了解服務業經營管理之理論與實務的整體觀念。2.學習管理與經營服務業之能力。3.藉由個別與分組之案例探討與實務觀察方式,培養經營管理現代化服務業之技巧與能力。The objective of this course is to study and research the service industry management, including following related topics, customer demand and satisfaction, organization culture of successful business, human resource management, marketing management, service quality management, information technology on service industry application and so on. The student will build the corrective concepts of service industry and increase their research ability in service industry by this course learning.
1.Realizing the theory and practice of service industry management.
2.Gainning the ability of Operation and managemen
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每週授課主題 |
第01週:Course introduction第02週:The new perspectives in the service economy第03週:Understanding service consumers第04週:Positioning services in competitive markets第05週:Developing service products and brands第06週:Distributing services through physical and electro第07週:Service pricing & revenue management第08週:Designing service processes第09週:Balancing demand & capacity第10週:Improving service quality (1)第11週:Improving service quality (2)第12週:Modeling e-service quality (1)第13週:Modeling e-service quality (2)第14週:Customer complaint handling & service recovery第15週:Managing customer relationship第16週:Achieving customer satisfaction and building loyal第17週:Final 第18週:Oral report
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成績及評量方式 |
發言與討論:30%書面報告:50%期末考:20%
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證照、國家考試及競賽關係 |
本課程無證照、國家考試及競賽資料。
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主要教材 |
1.Service Marketing - People, Technology, Strategy, 8/e.Lovelock, C. & Jochen Wirtz, J.華泰書局 (教科書)
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教師資料 |
教師網頁:http://www.cyut.edu.tw/~ciho/
E-Mail: ciho@cyut.edu.tw
Office Hour:
星期一,第5~6節,地點:T2-932; 星期四,第7~8節,地點:T2-932; 分機:4342
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