This course will equipped students with the knowledge and the tools for managing service quality in service industry. The core competency will be built through interpretation of the cases in relation to the quality management theory. The aims of this course are: 1. Familiarize students with the theory of quality management 2. Provide the tools and the methods in the practical work. 3. Intepretate and learn from the cases.

This course will equipped students with the knowledge and the tools for managing service quality in service industry. The core competency will be built through interpretation of the cases in relation to the quality management theory. The aims of this course are: 1. Familiarize students with the theory of quality management 2. Provide the tools and the methods in the practical work. 3. Intepretate and learn from the cases.

藉由個案認識餐旅服務品質之內涵及特性.瞭解服務品質管理模式並探討服務品質管理模式於餐旅業之應用

Understand the connotation and characteristics of the quality of restaurant and tourism services through a case study. Understand the quality management model of service and explore the application of the quality management model of service in the catering and tourism industry.

1.Handout
2.Hospitality marketing management, Robert D. Reid,David C.Bojanic,2006

1.Handout
2. Hospitality marketing management, Robert D. Reid, David C. Bojanic, 2006