| Academic Year |
2024Year |
School/Graduate School |
School of Economics Economics Evening Course |
| Lecture Code |
G8340100 |
Subject Classification |
Specialized Education |
| Subject Name |
サービス経営論 |
Subject Name
（Katakana） |
サービスケイエイロン |
Subject Name in
English |
Service management |
| Instructor |
CHEN JUNFU |
Instructor
(Katakana) |
チン ジュンフ |
| Campus |
Higashi-Senda |
Semester/Term |
2nd-Year, First Semester, OutOfTerm(1st) |
| Days, Periods, and Classrooms |
(O1) Inte |
| Lesson Style |
Lecture |
Lesson Style
(More Details) |
|
| |
| Credits |
2.0 |
Class Hours/Week |
|
Language of Instruction |
J
:
Japanese |
| Course Level |
2
:
Undergraduate Low-Intermediate
|
| Course Area（Area） |
24
:
Social Sciences |
| Course Area（Discipline） |
04
:
Management |
| Eligible Students |
|
| Keywords |
|
| Special Subject for Teacher Education |
|
Special Subject |
|
Class Status
within Educational
Program
(Applicable only to targeted subjects for undergraduate students) | |
|---|
Criterion referenced
Evaluation
(Applicable only to targeted subjects for undergraduate students) | |
|---|
Class Objectives
/Class Outline |
The aim of this course is to explain the basic theories of service management. Nowadays services are the crucial force for economic development. They create a lot of new jobs and enhance the quality of life of everyone. As the trend of transforming a manufacturing firm into a service business, services are not limited to service industries, they can be very profitable as the new sources for securing the competitive advantage. In this course, students will be provided a comprehensive picture of service thinking, core concepts, analytic models and theories for service business administration. By the end of the course, students should be able to do the following:
- Understand and explain the basic theories of service management
- Understand the significance of integrating customer focus across the firm |
| Class Schedule |
lesson1 Orientation
lesson2 What is Service and Its Distinctive Characteristics
lesson3 Service Design
lesson4 Physical Evidence and Servicescape
lesson5 Customer Expectations of Service
lesson6 Customer Perceptions of Service
lesson7 Service Encounter and Service Recovery
lesson8 Employees' and Customer's Roles in Service Delivery
lesson9 Managing Demand and Capacity
lesson10 The Psychology of Waiting and Management
lesson11 Service Communications
lesson12 Pricing of Service
lesson13 Productivity in Service
lesson14 Technology in Service
lesson15 Review
Some adjustments may be made to this course schedule when necessary. |
Text/Reference
Books,etc. |
・Valarie A. Zeithaml, Mary J. Bitner and Dwayne D. Gremler, SERVICE MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM (6th edition), McGraw-Hill Education, 2013.
・James A. Fitzsimmons, Mona J. Fitzsimmons and Sanjeev K. Bordoloi, SERVICE MANAGEMENT: OPERATIONS, STRATEGY, INFORMATION TECHNOLOGY (8th edition), McGraw-Hill Education, 2014.
・Christian Gronroos, SERVICE MANAGEMENT AND MARKETING: MANAGING THE SERVICE PROFIT LOGIC (4th edition), John Wiley & Sons, Ltd. 2015.
|
PC or AV used in
Class,etc. |
|
| (More Details) |
Projector, Handouts |
| Learning techniques to be incorporated |
|
Suggestions on
Preparation and
Review |
All lessons will rely on the textbook and the Reference books. We highly recommend to reviewing after each lesson. |
| Requirements |
none |
| Grading Method |
Terminal exam 100%
|
| Practical Experience |
|
| Summary of Practical Experience and Class Contents based on it |
|
| Message |
|
| Other |
|
Please fill in the class improvement questionnaire which is carried out on all classes.
Instructors will reflect on your feedback and utilize the information for improving their teaching. |