98年第2學期-5267 餐旅服務品質管理研究 課程資訊
|Case building and analysis||10|
本課程名額為 10人，已有5 人選讀，尚餘名額5人。
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
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 Hour四/7,8 (M206-1)
King, J. H. Jr. & Cichy, R. F. (2005) Managing for Quality in the Hospitality Industry. New Jersey, USA: Pearson Education, Inc.