98年第2學期-5267 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
Midterm	45
Final exam	35
Attendance	10
Case building and analysis	10

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.

基本資料

選修課，學分數：0-3
上課時間：四/2,3,4
修課班級：餐旅碩2
修課年級：年級以上
選課備註：不開放推廣部附讀 M207-3上課

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.