99年第2學期-5268 餐旅服務品質管理研究 課程資訊
|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|
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.
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.
Office HourMonday 13:00 - 17:00 Tuesday 13:00 - 17:00 Wednesday 11:00 – 13:00 Thursday 11:00 – 13:00 or by appointment Office: M213--1
• 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)