this course is focused on the mechanism of improving the service quality, and the students can learn the major theories and techniques of quality management. Also students will be couched on establishing the domain knowledge and the straegical thinking for the service quality. the goal of this course is to enable students to solve the problems while upgradig the service levels.
本課程教授餐旅領域服務管理的概念與運用，融合卓越標竿企業個案介紹，引導學生了解從顧客角度出發的服務設計，服務流程規劃，以及服務回饋，來提升餐旅產業的服務品質。

this course is focused on the mechanism of improving the service quality, and the students can learn the major theories and techniques of quality management. Also students will be couched on establishing the domain knowledge and the straegical thinking for the service quality. the goal of this course is to enable students to solve the problems while upgradig the service levels.
This course teaches the concepts and applications of service management in the hospitality and hospitality industry. It integrates case introductions from outstanding benchmark companies and guides students to understand service design, service process planning, and service feedback from the customer's perspective to improve service quality in the hospitality and hospitality industry.

藉由個案認識餐旅服務品質之內涵及特性.瞭解服務品質管理模式並探討服務品質管理模式於餐旅業之應用

Understand the connotation and characteristics of hospitality service quality through cases. Understand the service quality management model and explore the application of service quality management model in the hospitality industry.

曾光華 (2016)服務業行銷與管理:品質提升與價值創造
國內外餐旅研究期刊摘選服務研究報告
國內商業雜誌(遠見商業週刊)服務課案報導

Zeng Guanghua (2016) Marketing and Management in Service Industry: Quality Improvement and Value Creation
Research report on excerpt service from domestic and foreign hospitality research journals
Domestic business magazine (Yuanyuan Business Weekly) service project report