This course adopts the service management theory with the spirit of management science and the overall structure to understand the process of service innovation. In addition to the study of theoretical knowledge, it is supplemented by enterprise cases. The whole class participates in discussions during class to fully understand the situation of the case, and learn from each other's different perspectives, so as to stimulate students' innovative ideas. The goal of this course is to teach students how to gain a deep understanding of the nature of service in a systematic way, and how to use modern technology to drive service innovation and management.This course adopts the service management theory with the spirit of management science and the overall structure to understand the process of service innovation. In addition to the study of theoretical knowledge, it is supplemented by enterprise cases. The whole class participates in discussions during class to fully understand the situation of the case, and learn from each other's different perspectives, so as to stimulate students' innovative ideas. The goal of this course is to teach students how to gain a deep understanding of the nature of service in a systematic way, and how to use modern technology to drive service innovation and management.
Bordoloi、Fitzsimmons 及 Fitzsimmons《服務管理》(2019，9版)，周瑛琪, 顏炘怡 譯，出版社：華泰文化。
Bettencourt, L. (2010). Service innovation: How to go from customer needs to breakthrough services. McGraw Hill Professional.
Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. (2006). Service management: Operations, strategy, and information technology. New York: McGraw-Hill.
Bordoloi, Fitzsimmons and Fitzsimmons "Service Management" (2019, 9th edition), Zhou Yingqi, Yang Yi, Publisher: Huatai Culture.
Bettencourt, L. (2010). Service innovation: How to go from customer needs to breakthrough services. McGraw Hill Professional.
Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, 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 |
|---|---|---|
| class participation, attendanceclass participation, attendance class participation, attendance |
20 | 上課參與包括上課提問以及與老師的互動 |
| Midterm reportMidterm report midterm report |
20 | 小組期中報告 |
| Final report Final report Final report |
25 | 期中考 |
| Final exam Final exam final exam |
30 | 小組期末報告 |
| Individual reportIndividual report individual report |
5 | 個人在小組團隊以及上課的學習心得總結 |
