本課程將採文獻探討與個案分析方式，討論包括營收管，理服務品質，產品經營，顧客關係，領導與衝突的主要議題。再則結合組織、規劃、用人、督導及管控等營運管理之本質價值取向，討論餐廳經營營運管理之內涵，並驗證經營取向之實質創新效益。本課程採個案討論為主，並邀請學者專家演講及參與課中個案討論，將提供豐富的師生互動及同儕討論機會以達成共振效應。This course will explore and analyze the case, and discuss the main issues of management, management of service quality, product management, customer relationships, leadership and conflict. Then combine the essential value orientations of operation management such as organization, planning, employment, supervision and control, discuss the connotation of restaurant operation management, and verify the actual innovative benefits of operational orientation. This course focuses on case discussion, and invites learners to give lectures and participate in case discussions in the course, providing rich teacher-student interaction and discussion opportunities to achieve resonance effect.
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. Van Der Pijl, P.,Kokitz, J., and Wijnen,R. (2022).Business Model Shifts: Six Ways to Create New Value for Customers.
7. 王庭敏譯(2023)。 生態系競爭策略(Ron Adner 原著，Winning the Right Game: How to Disrupt Defend, and Deliver In A Changing World) 。台北:天下雜誌股份有限公司。
8. 司徒達賢(2016)。 策略管理新論:觀念架構與分析方法。台北:智勝文化發行
9. 江敏慧等譯(2011)。餐飲成本實務。台北：桂魯有限公司。
10. 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。
11. 沈聿德譯(2022)。 推倒高牆(Rosabeth Moss Kanter原著，Think Outside The Building: How Advanced Leaders Can Change the World , One Smart Innovation at a Time) 。台北:天下雜誌股份有限公司。
12.洪慧芳譯(2023)。 晶片戰爭(Chris Miller 原著，Chip War: The Fight for the World’s Most Critical Technology) 。台北:天下雜誌 股份有限公司。
13. 許恬寧譯(2022)。 策略轉折點競爭優勢(Rita Gunther McGrath 原著，Seeing Around Corners: How to Spot Inflection Points in Business Before They Happen)。台北:天下雜誌股份有限公司。15. 劉復苓譯(2022)。 商業模式轉型(Patrick Van Der Pijl, Justin Lokitz, Roland Wijnen原著，Business Model Shifts) 。台北:天下雜誌股份有限公司。
14. 孫路弘（2018）。當代餐飲經營與管理。臺北：台灣東華書局股份有限公司。
15. 孫路弘（2013）。餐廳服務管理。臺北：前程文化事業有限公司。
16. 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。
17. 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
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. Van Der Pijl, P., Kokitz, J., and Wijnen, R. (2022).Business Model Shifts: Six Ways to Create New Value for Customers.
7. Wang Tingmin translated (2023). Ecological competition strategy (original work by Ron Adner, Winning the Right Game: How to Disrupt Defend, and Deliver In A Changing World). Taipei: Tianxia Magazine Co., Ltd.
8. Situ Daqin (2016). New strategy management: conceptual structure and analysis methods. Taipei: Smart Culture Issues
9. Translation by Jiang Minhui et al. (2011). The cost of meals is practical. Taipei: Guilu Co., Ltd.
10. Translation by Wu Wuzhong, Yang Zhishan et al. (2015). Customer management in restaurant and tourism service. Taipei: Guilu Co., Ltd.
11. Shen Yudelu (2022). Push down the high wall (original by Rosabeth Moss Kanter, Think Outside The Building: How Advanced Leaders Can Change the World , One Smart Innovation at a Time). Taipei: Tianxia Magazine Co., Ltd.
12. Translation by Hong Huifang (2023). Chip War: The Fight for the World’s Most Critical Technology. Taipei: World Magazine Co., Ltd.
13. Xu Tianning (2022). Strategic Turnover Points (original by Rita Gunther McGrath, Seeing Around Corners: How to Spot Inflection Points in Business Before They Happen). Taipei: Tianxia Magazine Co., Ltd. 15. Liu Huiling Lu (2022). Business Model Shifts (Patrick Van Der Pijl, Justin Lokitz, Roland Wijnen original work, Business Model Shifts). Taipei: Tianxia Magazine Co., Ltd.
14. Sun Luhong (2018). Contemporary dining and beverage management. Taipei: Taiwan Donghua Bookstore Co., Ltd.
15. Sun Luhong (2013). Restaurant service management. Taipei: Qiancheng Cultural Affairs Co., Ltd.
16. Combination of Wang Zhe and Korean Yang (2017). Strategy selection (Martin Reeves, Knut, Haanaes, Janmejaya Sinha Your Strategy Needs A Strategy: How to Choose And Execute the Right Approach). Taipei: Economic Trend Club.
17. Ruilin (2016). Third edition. The boundary of thinking. Taipei: Far-see Tianxia Culture Publishing Co., Ltd.
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 出席率出席率 Attendance rate |
10 | 準時到課率 |
| 課堂參與程度課堂參與程度 Class Participation Level |
20 | 課堂詩教學內容討論及與同儕間的互動 |
| 期中考試成績期中考試成績 Midterm exam results |
35 |
