1. 探討服務業管理之理論、觀念與概念
2. 協助學生了解並建立服務業管理策略
3. 與學生分享服務業管理成功與失敗案例
4. 探討服務業管理的現況與發展趨勢
5. 以多媒體影片與實例，提升學生的實務能力1. Explore the theories, concepts and concepts of service management
2. Help students understand and establish service management strategies
3. Share with students the success and failure of service management cases
4. Explore the current situation and development trends of service management
5. Use multimedia videos and examples to improve students' practical abilities
公元2000年，美國就業人口中80％從事服務業，服務業總產值佔美國GNP佔80％；2008年數據顯示，台灣就業人口中有60％以上是從事服務業。種種數據顯示，台灣與各先進國家已進入了「服務經濟」（Service Economy）時代。因此，服務業管理 (Service Industry Management)近年來深受國內外企業界重視。本課程(服務業管理)重點包括(1)服務業與製造業差異探討 (2) 服務業特色探討與設計 (3)服務作業系统與管理 (4)服務業品質與績效管理及 (5) 服務業實務個案探討：如醫院管理個案等。本課程透過系統設計，使服務業生產力與績效得到發展，並以達成企業組織目標為目的。本課程以國外及台灣產業界個案為例，並探討服務作業及中小企業管理等相關之管理實務。
In 2000 AD, 80% of the US employment population was in service, and the total value of the service industry accounted for 80% of the US GNP; data in 2008 showed that more than 60% of the Taiwan employment population was in service. According to various data, Taiwan and various advanced countries have entered the "Service Economy" era. Therefore, Service Industry Management has been highly valued by the domestic and foreign enterprise circles in recent years. The focus of this course (service management) includes (1) Discussion on the differences between service industry and manufacturing industry (2) Discussion on the characteristics of service industry and design (3) Service operation system and management (4) Service quality and performance management and (5) Discussion on service industry practice cases: such as hospital management cases, etc. This course uses system design to develop service production capacity and performance, and aims to achieve corporate organization goals. This course takes cases from foreign and Taiwanese industry as examples, and explores related management practices such as service operations and small and medium-sized enterprise management.
1.服務業管理：個案分析(第二版)，伍忠賢、黃廷合著，2011年，全華圖書
2.服務業管理(第二版)，王榮祖著，2013年，新文京開發出版
3.服務行銷與管理(第三版)：鄭紹成著，2012年，雙葉書廊出版
1. Service management: Case Analysis (Second Edition), co-authored by Wu Zhongqin and Huang Ting, 2011, Full Chinese Book
2. Service Management (Second Edition), written by Wang Rongzu, 2013, published by Xinwenjing
3. Service Marketing and Management (Third Edition): written by Zheng Shucheng, published by Double Leaf Library in 2012
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 期中考期中考 Midterm exam |
20 | |
| 期末考期末考 Final exam |
20 | |
| 平時出席及互動平時出席及互動 Attendance and interaction at ordinary times |
20 | |
| 期中報告期中報告 Midterm Report |
20 | |
| 期末報告期末報告 Final report |
20 |
