99年第2學期-5268 餐旅服務品質管理研究 課程資訊

評分方式

評分項目	配分比例	說明
Class Participation and Attendance	20	If you are absent THREE times throughout the semester without a legitimate reason, you will be penalized with FIVE point deduction off your final grade.
Mid Term	25	Cheating will not be tolerated during testing.
Group Presentation	30	Group presentation is designed to give students an opportunity to be innovative and apply the concepts learned in class to their project.
Pop exams/Homework Assignment	25	Group Homework Assignments

教育目標

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.

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.

基本資料

選修課，學分數：0-3
上課時間：一/2,3,4
修課班級：餐旅碩1,2
修課年級：年級以上
選課備註：M207-3上課

參考書目

• 陳思倫(2008)，服務品質管理，前程, 02-2995-6488
• Williams, C. and Buswell, J., 2003, Service Quality in Leisure and Tourism, CABI Publishing. (桂魯) ) 02-2272-7543
• J.H. King and R.F. Cichy (2008) Managing for Quality in the Hospitality Industry(桂魯) 02-2272-7543
• Kandampully, J., Mok, C. and Sparks, B., 2001, Service Quality Management in Hospitality, Tourism and Leisure, The Haworth Hospitality Press. (品度)