查詢教學大綱與進度

教學大綱與進度

課程基本資料：

學年期課號課程名稱階段學分時數修教師班級人撤備註

111-2 312253 服務業管理 1 3.0 3 ★ 張瑋倫經管三 29 0 　

學年期	課號	課程名稱	階段	學分	時數	修	教師	班級	人	撤	備註
111-2	312253	服務業管理	1	3.0	3	★	張瑋倫	經管三	29	0

教學大綱與進度：

教師姓名張瑋倫　教師諮商時間(Office Hours)

Email wlchang@ntut.edu.tw

最後更新時間 2022-12-19 19:00:40

課程大綱 This course analyzes the cases to help students understand the factors of successful companies in service management. The selected cases cover different industries such as service industry, hotel industry, travel and airline industry, and restaurant industry. The course aims to synthesize popular issues such as customer experience, compliant management, service culture, service innovation and so on and provide the how best practices worked in the real world.

課程進度 2/20 Week 1: Orientation 2/27 Week 2: OFF 3/6 Week 3: Concepts of Service and Customer Management 3/13 Week 4: Customer Experience / Case: Singapore Airline 3/20 Week 5: Customer Value Co-Production / Case: Harrah’s Hotel 3/27 Week 6: Service Innovation / Case: WeWork 4/3 Week 7: OFF 4/10 Week 8: Customer Perception / Case: Nordstrom 4/17 Week 9: Midterm week 4/24 Week 10: Complaint Management / Case: Zappos 5/1 Week 11: Technology Adoption / Case: Uber 5/8 Week 12: Customer Lens / Case: United Airline 5/15 Week 13: Service Marketing / Case: Lexus 5/22 Week 14: Service Climate / Case: In-N-Out Burger 5/29 Week 15: Service Profit Chain / Case: Uniqlo 6/5 Week 16: Service Blueprint / Case: Zappos 6/12 Week 17: Final Presentation

評量方式與標準 Attendance: 10% Case Presentation (group): 40% Final presentation (group): 50%

使用教材、參考書目或其他 【遵守智慧財產權觀念，請使用正版教科書，不得使用非法影印教科書】

使用外文原文書：是
The selected articles/cases as well as prepared-slides will furnished by lecturer.

課程諮詢管道 Please contact me via email: wlchang@ntut.edu.tw

課程對應SDGs指標

備註
1. The online course platform is: Google meet + Google Classroom

2. The announcement will be informed via email

3. The way to reach the instructor is: wlchang@ntut.edu.tw

教師姓名	張瑋倫　教師諮商時間(Office Hours)
Email	wlchang@ntut.edu.tw
最後更新時間	2022-12-19 19:00:40
課程大綱	This course analyzes the cases to help students understand the factors of successful companies in service management. The selected cases cover different industries such as service industry, hotel industry, travel and airline industry, and restaurant industry. The course aims to synthesize popular issues such as customer experience, compliant management, service culture, service innovation and so on and provide the how best practices worked in the real world.
課程進度	2/20 Week 1: Orientation 2/27 Week 2: OFF 3/6 Week 3: Concepts of Service and Customer Management 3/13 Week 4: Customer Experience / Case: Singapore Airline 3/20 Week 5: Customer Value Co-Production / Case: Harrah’s Hotel 3/27 Week 6: Service Innovation / Case: WeWork 4/3 Week 7: OFF 4/10 Week 8: Customer Perception / Case: Nordstrom 4/17 Week 9: Midterm week 4/24 Week 10: Complaint Management / Case: Zappos 5/1 Week 11: Technology Adoption / Case: Uber 5/8 Week 12: Customer Lens / Case: United Airline 5/15 Week 13: Service Marketing / Case: Lexus 5/22 Week 14: Service Climate / Case: In-N-Out Burger 5/29 Week 15: Service Profit Chain / Case: Uniqlo 6/5 Week 16: Service Blueprint / Case: Zappos 6/12 Week 17: Final Presentation
評量方式與標準	Attendance: 10% Case Presentation (group): 40% Final presentation (group): 50%
使用教材、參考書目或其他	【遵守智慧財產權觀念，請使用正版教科書，不得使用非法影印教科書】使用外文原文書：是 The selected articles/cases as well as prepared-slides will furnished by lecturer.
課程諮詢管道	Please contact me via email: wlchang@ntut.edu.tw
課程對應SDGs指標
備註	1. The online course platform is: Google meet + Google Classroom 2. The announcement will be informed via email 3. The way to reach the instructor is: wlchang@ntut.edu.tw