本課程主要是為國貿系高年級學生和/或MBA碩士學生設計的，以便他們能更好地運用他們在服務行業運營管理的基礎知識。
本課程檢視主要服務行業的關鍵議題。它強調在提供服務的組織中，管理者所面臨的特殊挑戰。它的目的是平等地關注“宏觀”問題以及運行和改善日常運營的“螺母和螺栓”方面。內容包括:服務概念及傳送系統的設計、服務相遇、服務策略、服務質素、供求配對、顧客服務、容量規劃、電子服務，以及其他與策略、組織、科技及物流有關的範疇。
本課程以講課、案例以及教科書，相關管理期刊和出版物的閱讀為基礎。此外，可能會邀請業界嘉賓講述他們在服務業方面的經營經驗。This course is primarily designed for senior students in the Department of International Trade and/or MBA students so that they can better apply their basic knowledge of operations management in the service industry.
This course examines key issues in major service industries. It highlights the special challenges faced by managers in service-providing organizations. It is designed to focus equally on the "big picture" issues and the "nuts and bolts" aspects of running and improving day-to-day operations. Content includes: service concept and delivery system design, service encounter, service strategy, service quality, supply and demand matching, customer service, capacity planning, electronic services, and other areas related to strategy, organization, technology and logistics.
The course is based on lectures, cases and reading of textbooks, relevant management journals and publications. In addition, industry guests may be invited to speak about their business experience in the service industry.
服務業管理 (Service Industry Management)近年來深受國內企業界重視。服務業管理重點包括(1)服務系務設計,(2) 服務作業管理,及(3)服務績效管理。透過系統化的方法，使服務業生產力與績效得到發展，並達成企業組織目標為目的。本課程以台灣產業界個案為例，並探討服務作業及中小企業管理等相關之實務問題。
Service Industry Management has received much attention from the domestic business community in recent years. The key points of service industry management include (1) service system design, (2) service operation management, and (3) service performance management. Through a systematic approach, the productivity and performance of the service industry can be developed and the organizational goals of the enterprise can be achieved. This course uses Taiwanese industrial cases as examples and explores practical issues related to service operations and management of small and medium-sized enterprises.
(1)Service Marketing – People, Technology, Strategy, 8th Ed. By Jochen Wirtz & Christopher Loverlock
(2)”我在世上最困難的行業中，打造事業” 丹尼‧梅爾，商業週刊 2019。
(1)Service Marketing – People, Technology, Strategy, 8th Ed. By Jochen Wirtz & Christopher Loverlock
(2) “I built a career in the world’s most difficult industry” Danny Meyer, Business Week 2019.
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 作業與課堂積極參與作業與課堂積極參與 Active participation in homework and classes |
30 | 課堂參與度是用來衡量你上課的出席情況，在課堂上的發言貢獻，以及反應你對每次上課的準備情況。 |
| 期中考＋期末考期中考＋期末考 Midterm exam + final exam |
40 | 考試的設計將只反映教科書與指定參考閱讀書籍中的部分內容。 |
| 期末專題報告期末專題報告 Final special report |
30 | 這是團體分數（報告者可以有個別加分） |
