本課程為政治系「公共服務」、「議會助理」學程必修課，目的希望使學生能透過本課程，瞭解何謂「服務」，進而能夠對服務的管理有所認識，並且能應用在日後工作領域中。This course is a required course for the "Public Service" and "Parliamentary Assistant" programs of the Department of Political Science. The purpose is to enable students to understand what "service" is through this course, and then gain an understanding of service management and apply it in future work. in the field.
本課程為本系學程之一，開設目的在於提昇本系學生對於服務管理的理念和做法的認識，使其未來從事公職或議會助理等相關工作時，能有效提昇服務及與顧客溝通，建立顧客對個人或單位服務的合理期望，確保顧客滿意，提昇服務品質。課程主要涵蓋服務管理概念與客戶滿意，及行銷範疇。
This course is one of the courses in the department. The purpose of this course is to enhance students’ understanding of the concepts and practices of service management, so that they can effectively improve services and communicate with customers when they engage in public service or parliamentary assistants and other related jobs in the future, and establish Customers' reasonable expectations for personal or unit services to ensure customer satisfaction and improve service quality. The course mainly covers service management concepts and customer satisfaction, as well as marketing areas.
教科書：丘宏昌、謝依靜，「服務行銷與管理」，雙葉書廊（Tel: 02-2368-4198），台北，民國100二版。
其他參考書
陳澤義著，2005年，服務管理，華泰書局。
蔣青編，2002，世界管理學名著精讀，雅書堂文化出版。
詹益郎，2003年，現代管理精論，華泰。
尉謄蛟譯，1998年，服務管理，長河出版社。
陳耀茂譯，近藤隆雄著，2000年，服務管理，書泉。
李茂興等譯，Teresa A. Swartz & Dawn Iacobucci，2002年，服務業的行消與管理，弘智。
陳國嘉，服務業行銷管理，五南。
Textbook: Qiu Hongchang, Xie Yijing, "Service Marketing and Management", Shuangye Bookstore (Tel: 02-2368-4198), Taipei, Republic of China 100 second edition.
Other reference books
Written by Chen Zeyi, 2005, Service Management, Huatai Book Company.
Edited by Jiang Qing, 2002, Intensive Reading of World Management Classics, published by Yashutang Culture.
Zhan Yilang, 2003, Essence of Modern Management, Huatai.
Translated by Wei Lijiao, 1998, Service Management, Changhe Publishing House.
Translated by Chen Yaomao, written by Takao Kondo, 2000, Service Management, Shuquan.
Translated by Li Maoxing and others, Teresa A. Swartz & Dawn Iacobucci, 2002, Consumption and Management of the Service Industry, Hongzhi.
Chen Guojia, marketing management in service industry, Wunan.
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 期中考期中考 midterm exam |
30 | 期中考 |
| 期末考期末考 final exam |
30 | 期末考 |
| 課堂參與佔課堂參與佔 Class participation accounts for |
40 | 包含課堂問答、出缺席、指定作業或報告成績在內 |
