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、產能管理、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 in the on-the-job master's program in hospitality. Anyone with or without a background in hospitality can choose to take this course. The main topics of the course include: revenue planning, product design, capacity management, service quality, customer relations, conflict management, and hospitality technology applications. In addition, cases of innovative management of hospitality operations are discussed in depth through the management functions of planning, organizing, staffing, supervision and controlling, and the actual effectiveness of the above management functions is verified. This course focuses on case discussions, and invites hoteliers to give special lectures, combined with practical case studies to provide rich opportunities for teacher-student interaction and industry operators to participate in case discussions in the class to achieve resonance benefits. The teacher-student relationship in traditional teaching is added by practitioners to form a comprehensive innovative course strategy of teacher-student-industry win-win and mutual benefit, and establish a sustainable mechanism for teaching and learning. I believe that after completing this course, students will learn novel key knowledge and analytical methods for hotel and restaurant operations management, which will help them develop deeper insights, analytical skills, and management capabilities for future hotel and hotel 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.

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（2018）。當代餐飲經營與管理。臺北：東華書局股份有限公司。
10. 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。
11. 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

12. Bavik Ali .(2016). Developing a new hospitality industry organizational culture scale. International Journal of Hospitality Management, 58: 44-55.
13. 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.
14. 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.
15. 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.
16. Karatepe Osman M., karadan Georgiana. (2014). The effect of psychological capital on conflicts i

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. Translated by Jiang Minhui et al. (2011). Catering Cost Practice. Taipei: Guilu Co., Ltd.
7. Translated by Lin Wandeng (2016). Catering management practice: theory and cases. Taipei: Guilu Co., Ltd.
8. Translated by Wu Wuzhong, Yang Zhiyuan and others (2015). Customer management in the hospitality industry. Taipei: Guilu Co., Ltd.
9. Sun, Luhong (2018). Contemporary catering operations and management. Taipei: Tung Hwa Book Company Co., Ltd.
10. Co-translated by Wang Zhe and Han Yang (2017). Strategy Choice (Martin Reeves, Knut, Haanaes, Janmejaya Sinha, Your Strategy Needs A Strategy: How to Choose And Execute the Right Approach). Taipei: Economic News Society.
11. Xiao Ruilin (2016). Three editions. The context of thinking. Taipei: Vision World Culture Publishing Co., Ltd.

B. Journal

12. Bavik Ali .(2016). Developing a new hospitality industry organizational culture scale. International Journal of Hospitality Management, 58: 44-55.
13. 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.
14. 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.
15. 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.
16. Karatepe Osman M., karadan Georgiana. (2014). The effect of psychological capital on conflicts i