本課程為餐旅碩士在職專班的學生所特別設計，具備或不具備餐旅相關背景者，都可選修這門課。課程主要議題 包含：營收規劃、產品設計、服務品質，顧客關系、衝突管理以及餐旅科技應用等主要構面。此外，並藉規劃 (planning)、組織 (organizing)、用人 (staffing)、督導 (supervision) 及管控(controlling) 之管理功能深入討論餐旅營運創新管理之個案，並驗證上述管理功能之實質效益。本課程採個案討論為主，並邀請餐旅業者專題演講，結合實務個案探討，以提供豐富的師生互動及業者參與課中個案討論機會以達成共振效益，將傳統授課之教師學生關係，藉業者加入，形成全方位之教師-學生-業者三方多贏互惠之創新課程策略，建立教與學之永續機制。相信同學修完這門課後，將學到新穎的餐旅營運管理關鍵知識與分析方法，可為日後之餐旅營運，培養更深化的洞察力、分析能力以及管理能力。
This course is specially designed for students of professional courses of the restaurant and traveler. Those who have or do not have a background in catering and traveler can choose to take this course. The main topics of the course include: business and income planning, product design, service quality, customer relationship, conflict management, and catering and technology applications. In addition, the management functions of planning, organizing, staffing, supervision and control are discussed in-depth and innovative management of catering and tourism operations, and the quality benefits of the above management functions are verified. This course focuses on case discussion, and invites special lectures from restaurant and travelers to combine practical case discussions to provide rich teacher-student interactions and practitioners’ participation in case discussion opportunities to achieve resonance benefits. Traditionally teach teachers and students, and through the joining of the students, we form a comprehensive innovative course strategy of teachers-student-performing mutual benefit among teachers and students, and establish a permanent mechanism for teaching and learning. I believe that after completing this course, students will learn the key knowledge and analysis methods of new catering and tourism management, which can cultivate more in-depth insight, analysis and management capabilities for future 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). Management 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) Optimal 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 Geor
A. Books
1. Ford, Robert C., Sturman, Cherill P., Heaton (2012). Management 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 theoretical discussion. 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 boundary 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) Optimal 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 Geor
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 出席出席 Attend |
15 | 準時到課率 |
| 課堂參與課堂參與 Class Participation |
25 | 課堂之互動與討論參與程度 |
| 論文閱讀論文閱讀 Discussion |
20 | 指定相關期刊論文之口頭報告分析能力 |
