課程名稱 |
服務業管理 Service Management |
開課學期 |
104-1 |
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 |
星期三7,8,9(14:20~17:20) |
上課地點 |
管一103 |
備註 |
本課程中文授課,使用英文教科書。大學部:35人;碩士班15人。 限本系所學生(含輔系、雙修生) 總人數上限:50人 |
Ceiba 課程網頁 |
http://ceiba.ntu.edu.tw/1041ba_som |
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 |
待補 |
預期每週課後學習時數 |
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Office Hours |
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指定閱讀 |
待補 |
參考書目 |
1.“Service Marketing – People, Technology Strategy,
7th ed. C. Lovelock, J. Wirtz, Pearson, 2011.(華泰書局)
2.鼎泰豐,你學不會 (遠見出版)
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評量方式 (僅供參考) |
No. |
項目 |
百分比 |
說明 |
1. |
Class & Active Participation |
40% |
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2. |
Two Exams (no backup exam) |
40% |
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3. |
Term Team Project |
20% |
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週次 |
日期 |
單元主題 |
第1週 |
9/16 |
Introduction, New Perspectives and the Service Economy |
第2週 |
9/23 |
Consumer Behavior in a Service Context |
第3週 |
9/30 |
Positioning Service in Competitive Markets |
第4週 |
10/07 |
Developing Service product : Core and Supplementary Elements |
第5週 |
10/14 |
Designing and Managing Service Processes |
第6週 |
10/21 |
Promoting Services and Educating Customers |
第7週 |
10/28 |
Balancing Demand and Productive Capacity |
第8週 |
11/04 |
Crafting the Service Environment |
第9週 |
11/11 |
Managing People for Service Advantage |
第10週 |
11/18 |
***Midterm Exam***
"鼎泰豐,你學不會"心得分享 |
第11週 |
11/25 |
Managing Relationships and Building Loyalty |
第12週 |
12/02 |
Complaint Handling and Service Recovery |
第13週 |
12/09 |
Improving Service Quality and Productivity |
第14週 |
12/16 |
Striving for Service Leadership |
第15週 |
12/23 |
***Invited Guest Speaker*** |
第16週 |
12/30 |
***Final Exam*** |
第17週 |
1/06 |
***Project Presentation*** |
第18週 |
1/13 |
***Project Presentation*** |
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