98年第2學期-5267 餐旅服務品質管理研究 課程資訊

課程分享

選課分析

本課程名額為 10人,已有5人選讀,尚餘名額5人。

評分方式

評分項目 配分比例 說明
Midterm 45
Final exam 35
Attendance 10
Case building and analysis 10

授課教師

汪淑台

教育目標

This course explores the key challenge in managing specific service processes and also considers quality management frameworks and principles. The following objectives will be accomplished: 1. Defining and measuring service quality 2. Leading quality improvement through organization and team management 3. Problem solving through case building

課程概述

Delivering consistently good service quality is difficult but profitable for service organizations. Understanding why it is so difficult and how it might be facilitated is the purpose of this course The key of this module aims to provide an insight of the scope and contribution by the service sector to the local and world economy, and to highlight the key characteristics of service organizations that determine the key challenges which are facing today by the managers in this sector. This module provides perceptive knowledge of the processes for service delivery, and highlights making key decisions in the design and structure of the service process and the organization in order to achieve organizational goals. At the end of this course, students will obtain a better understanding of theoretical concepts and strategies in service quality management in order to enhance customer satisfaction and provide superior hospitality service in the hospitality field.

課程資訊

參考書目

King, J. H. Jr. & Cichy, R. F. (2005) Managing for Quality in the Hospitality Industry. New Jersey, USA: Pearson Education, Inc.