一般人認為服務管理淺顯易懂，但是通常缺少具管理科學精神及整體架構之服務管理認知，以致造成服務品質低落與不一。本課程之目的主要是透過淺顯易懂的講解方式，幫助同學了解服務管理之理論與實務，運用服務管理之整體概念思考問題的設計與解決方案，以提升服務品質。Most people think that service management is simple and easy to understand, but they usually lack the understanding of service management with the scientific management spirit and overall structure, resulting in low and inconsistent service quality. The main purpose of this course is to help students understand the theory and practice of service management through easy-to-understand explanations, and use the overall concept of service management to think about the design and solutions of problems to improve service quality.
1. Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. (2006). Service management: Operations, strategy, and information technology. New York: McGraw-Hill.
1. Fitzsimmons, J. A., Fitzsimmons, M. J., & B or DOL OI, S. (2006). service management: operations, strategy, and information technology. New York: McGraw-hill.
| 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, attend class |
20 | 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 interim report |
20 | 小組報告的成績 |
| 期末報告期末報告 Final report |
30 | 小組報告的成績 |
| 期末考期末考 final exam |
25 | |
| 個人報告個人報告 personal report |
5 | 個人在小組團隊以及上課的學習心得總結 |
