課程名稱 |
服務業管理 Service Management |
開課學期 |
103-1 |
授課對象 |
管理學院 商學研究所 |
授課教師 |
黃崇興 |
課號 |
MBA5021 |
課程識別碼 |
741 U7800 |
班次 |
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學分 |
3 |
全/半年 |
半年 |
必/選修 |
選修 |
上課時間 |
星期三6,7,8(13:20~16:20) |
上課地點 |
管一103 |
備註 |
本課程中文授課,使用英文教科書。 限學士班四年級以上 且 限本系所學生(含輔系、雙修生) 總人數上限:60人 |
Ceiba 課程網頁 |
http://ceiba.ntu.edu.tw/1031MBA5021_ |
課程簡介影片 |
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核心能力關聯 |
核心能力與課程規劃關聯圖 |
課程大綱
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課程概述 |
Services have come to dominate our economy. Yet there remains some belief that service production and management is a simple adaptation of goods production and management. Unlike physical goods, services are co-produced with customers at a time, and in a place, of the customer’s choosing. And this co-production directly involves an organization’s front-line employees. As a result, services cannot be inventoried and checked for quality assurance. |
課程目標 |
The purpose of this course is to provide you with a thorough understanding of the management and continuous improvement of service operations. This includes a thorough understanding of the service customer and experience, the service operation, service employees, service strategies, and new technology applications to service development and innovation.
The course begins by describing the service revolution and how services compete in the market place. We then study, in turn, the service customer, the service operation, the service employee and the service culture. In the second part of this semester, we will learn a systematic approach to developing a service quality, satisfaction and loyalty measurement system. We then explore service recovery practices and service guarantees using local case examples.
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課程要求 |
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預期每週課後學習時數 |
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Office Hours |
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指定閱讀 |
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參考書目 |
1.“Service Management – Operations, Strategy, Information Technology”,
8th ed. James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev K. Bordoloi, McGraw Hill, 2013.(華泰書局)
2.客人教會我的100個心法: 服務,這樣做就對了 (遠見出版)
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評量方式 (僅供參考) |
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週次 |
日期 |
單元主題 |
第1週 |
9/17 |
Introduction, The Service Economy |
第2週 |
9/24 |
Service Strategy |
第3週 |
10/01 |
The Service Encounter |
第4週 |
10/08 |
Supporting Facility and Process Flows |
第5週 |
10/15 |
Reading 1: Breaking the Trade-Off Between Efficiency and Service |
第6週 |
10/22 |
Service Quality |
第7週 |
10/29 |
Case1: Zipcar: Influencing Customer Behavior
Reading 2: Quality Control in a Service Business
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第8週 |
11/05 |
Data Envelopment Analysis (DEA)
Term Project kick-off
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第9週 |
11/12 |
***Midterm Exam*** |
第10週 |
11/19 |
Reading 3: My Week as a Room-Service Waiter at the Ritz |
第11週 |
11/26 |
”客人教會我的100個心法”心得分享 |
第12週 |
12/03 |
Case 2: JetBlue Airways: Starting from Scratch |
第13週 |
12/10 |
Reading 4: Want to Perfect Your Company’s Service? Use Behavioral Science |
第14週 |
12/17 |
***Site Tour***
***Project Review*** |
第15週 |
12/24 |
Case 3: Northwest Airlines |
第16週 |
12/31 |
***Project Presentation*** |
第17週 |
1/07 |
***Project Presentation*** |
第18週 |
01/14 |
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