本課程的目標在於有系統地探討服務品質管理的理論與應用，強調重要觀念的解析，並以國內外實例與生活見聞來解釋學理的實務價值，藉以提升同學對服務品質議題的興趣，並培養同學分析與解決服務設計與管理問題的能力。The purpose of this course is to systematically explore the theory and application of service quality management, emphasize the analysis of important concepts, and explain the practical value of science with domestic and foreign examples and life experiences, so as to enhance students' interest in service quality issues, and cultivate students' ability to analyze and solve service design and management problems.
1. Peter D Mauch(2009), Service Quality Management: Theory and Application, CreateSpace Independent Publishing
Platform.
２.陳思倫(2011)。服務品質管理。台北：前程。
３.吳勉勤(2017)。服務品質管理：提升服務品質的思維與作法(二版)。華立圖書
1. Peter D Mauch (2009), Service Quality Management: Theory and Application, CreateSpace Independent Publishing
Platform.
2. Chen Silun (2011). Service quality management. Taipei: Future.
3. Wu Mianqin (2017). Service quality management: Thoughts and practices to improve service quality (second edition). Huali Book
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 上課參與、出席 上課參與、出席 Participate in class and attend |
30 | 上課參與包括上課提問以及與老師的互動 |
| 期中報告期中報告 Midterm Report |
15 | 小組報告的成績、小組對其他報告組別的評析 |
| 期末報告期末報告 Final report |
25 | 小組報告的成績、小組對其他報告組別的評析 |
| 期末考期末考 Final exam |
30 | 本學習課程相關內容 |
