餐旅業在現代經濟中扮演重要的角色，近年來由於國際連鎖業者相繼投入，台灣之餐旅事業更是蓬勃發展，競爭激烈，除了產品創新與行銷發展外，服務品質管理乃成為決定其競爭力與營運績效之關鍵因素。本課程之目的在於讓學生瞭解餐旅服務品質管理之理論架構，理論闡述與實務運用並重，且佐傑出餐旅服務品質管理實例個案研討，提升同學在此領域從事實務工作或學術研究之能力。Restaurant tourism plays an important role in modern economy. In recent years, due to the continuous investment of international traders, Taiwan's restaurant tourism industry has been developing vigorously and fiercely competitive. In addition to product innovation and marketing development, service quality management has become a key factor in determining its competitiveness and operational performance. The purpose of this course is to enable students to understand the theoretical structure of quality management of catering services, focus on theoretical descriptions and practical applications, and to provide research on practical examples of quality management of catering services, so as to improve students' ability to conduct practical work or academic research in this field.
教科書:
吳勉勤著(2017)，服務品質管理，華立圖書。
參考書:
陳思倫著(2008)，服務品質管理，前程文化。
楊錦洲著(2008)，服務業品質管理，品質學會
Textbook:
Wu Mianqin (2017), serving quality management, Hualien book.
Reference:
Chen Silun (2008), Service Quality Management, Future Culture.
Written by Yang Jianzhou (2008), Service Quality Management, Quality Association
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 出席出席 Attend |
10 | |
| 讀書心得報告讀書心得報告 Reading experience report |
20 |
