本課程將採文獻探討與個案分析方式，討論包含營收管理、服務品質、產品經營、顧客關係、領導與衝突等主要議題。再則，藉組織(organizing)、規劃
( planning)、用人 (staffing)、督導 (supervising)及管控( controlling) 等營運管理本質之價值取向，討論餐旅營運管理之內涵並驗證營運取向之實質創新效益。本課程採個案討論為主，並邀請學者專家,參旅產業經營者專題演講及參與課中個案討論，將提供豐富的師生互動及同儕討論機會，以達成多元共振效應。是故，本課程目標如下：
1. 學習當代最新的餐旅營運管理議題與知識。
2. 培養餐旅營運本質取向之經營與分析能力
3. 運用跨域學習之創新知識提升餐旅營運競爭力
This course will explore and case analysis methods, and discuss major issues including collection management, service quality, product management, customer relationships, leadership and conflicts. Then, by organization, planning
The value orientation of the essence of operation management, such as planning, staffing, supervision and control, discuss the connotation of catering and tourism management and verify the quality innovation benefits of operational orientation. This course focuses on case discussion, and invites learners and experts to participate in tourism business operator topics and case discussions. It will provide rich teacher-student interaction and discussion opportunities to achieve a multi-resonance effect. Therefore, the goals of this course are as follows:
1. Learn the latest contemporary restaurant and tourism management topics and knowledge.
2. Cultivate the management and analysis ability of the essential orientation of catering and tourism operations
3. Use innovative knowledge of cross-domain learning to enhance the competitiveness of catering and tourism operations
This course is designed for graduate students to learn service operations management. Many examples and cases are related to hospitality. After taking this course, students can learn the managerial concepts of hospitality operations management, which are useful to academic research and managerial competence.
This course is designed for graduate students to learn service operations management. Many examples and cases are related to hospitality. After taking this course, students can learn the managerial concepts of hospitality operations management, which are useful to academic research and managerial competence.
A. 書籍
1. Ford, Robert C., Sturman, Cherill P., Heaton (2012). Managing Quality Service in Hospitality:
How Organizations Achieve Excellence in The Guest Experience, Delmar,Cengage Learning.
2. Hayes , David K., Millier Allisha. ( 2011). Revenue Management for Hospitality Industry,
New York: John Wiley & Sons. Inc.
3. Kandampully, Jay. (2013). Service Management,Pearson Co. Ltd.
4. Kotsochevar, Lendal H., withrow, Diane (2007). Management by Menu, New York:John Wiley & Sons. Inc.
5. Walker John R., Miller Jack E. (2016). Supervision in the Hospitality Industry, New York:John Wiley & Sons. Inc.
6. 江敏慧等譯(2011)。餐飲成本實務。台北：桂魯有限公司。
7. 林万登譯(2016)。餐飲管理實務：理論與個案。 台北：桂魯有限公司。
8. 吳武忠、楊芝澐等譯(2015)。餐旅服務業顧客管理。台北：桂魯有限公司。
9. 孫路弘（2013）。餐旅管理個案：實務與理論。 臺北：前程文化事業有限公司。
10. 孫路弘（2013）。餐廳服務管理。臺北：前程文化事業有限公司。
11. 王喆、韓陽合譯(2017)。策略選擇 （Martin Reeves, Knut, Haanaes, Janmejaya Sinha合著 Your Strategy Needs A Strategy: How to Choose And Execute the Right Approach）。台北：經濟新潮社。
12. 蕭瑞麟(2016)。三版。思考的脈絡。台北：遠見天下文化出版股份有限公司
B. 期刊
13. Bavik Ali, .(2016). Developing a new hospitality industry organizational culture scale.International Journal of Hospitality Management, 58: 44-55.
14. Guo Xiaolong, Ling Liuyi, Yang Chenchen, Li Zhaoquong, Liang Liang. (2013) Optiomal pricing strategy based on market segmentation for service products using online reservation systems: An application to hotel rooms. International Journal of Hospitality Management, 35:274-281.
15. Gatling Anthony, Shum Case,Book Laura, Bai Billy. (2017). The Influence of hospitality leaders’ relational transparency on followers’ trust and deviance behaviors: Mediating role of behavioral integrity. International Journal of Hospitality Management, 62: 11-20.
16. Jiang Zheng, Du qianzhou, Ma Yufeng, Fan Weiguo. A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. (2017). Tourism management, 58: 51-65.
17. Karatepe Osman M., karadan Georgiana.
A. Books
1. Ford, Robert C., Sturman, Cherill P., Heaton (2012). Managing Quality Service in Hospitality:
How Organizations Achieve Excellence in The Guest Experience, Delmar,Cengage Learning.
2. Hayes , David K., Millier Allisha. ( 2011 ). Revenue Management for Hospitality Industry,
New York: John Wiley & Sons. Inc.
3. Kandampully, Jay. (2013). Service Management, Pearson Co. Ltd.
4. Kotsochevar, Lendal H., withrow, Diane (2007). Management by Menu, New York: John Wiley & Sons. Inc.
5. Walker John R., Miller Jack E. (2016). Supervision in the Hospitality Industry, New York: John Wiley & Sons. Inc.
6. Translation by Jiang Minhui et al. (2011). The cost of meals is practical. Taipei: Guilu Co., Ltd.
7. Lin Wanden-Teng (2016). Food management practice: theory and case. Taipei: Guilu Co., Ltd.
8. Translation by Wu Wuzhong, Yang Zhishan et al. (2015). Customer management in restaurant and tourism service. Taipei: Guilu Co., Ltd.
9. Sun Luhong (2013). A case of restaurant and tourism management: practice and theory. Taipei: Qiancheng Cultural Affairs Co., Ltd.
10. Sun Luhong (2013). Restaurant service management. Taipei: Qiancheng Cultural Affairs Co., Ltd.
11. Combination of Wang Zhe and Korean Yang (2017). Strategy selection (Martin Reeves, Knut, Haanaes, Janmejaya Sinha Your Strategy Needs A Strategy: How to Choose And Execute the Right Approach). Taipei: Economic Trend Club.
12. Ruilin (2016). Third edition. The connection of thinking. Taipei: Far-see Tianxia Culture Publishing Co., Ltd.
B. Journal
13. Bavik Ali, .(2016). Developing a new hospitality industry organizational culture scale.International Journal of Hospitality Management, 58: 44-55.
14. Guo Xiaolong, Ling Liuyi, Yang Chenchen, Li Zhaoquong, Liang Liang. (2013) Optiomal pricing strategy based on market segmentation for service products using online reservation systems: An application to hotel rooms. International Journal of Hospitality Management, 35:274-281.
15. Gatling Anthony, Shum Case,Book Laura, Bai Billy. (2017). The Influence of hospitality leaders’ relational transparency on followers’ trust and device behaviors: Mediating role of behavioral integrity. International Journal of Hospitality Management, 62: 11-20.
16. Jiang Zheng, Du qianzhou, Ma Yufeng, Fan Weiguo. A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. (2017). Tourism management, 58: 51-65.
17. Karatepe Osman M., karadan Georgiana.
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 出席出席 Attend |
15 | 準時到課 |
| 課堂參與課堂參與 Class Participation |
20 | 課堂之互動與討論 |
| 期末學期報告期末學期報告 Final period report |
40 | 選擇蒞校專題講座業者之公司或經授課老師同意並核可之餐旅企業。 |
