輔仁大學織品服裝學系所 服務品質管理 課程綱要表
Fu Jen Catholic University
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Department / Code (開課單位/單位代碼) |
織品服裝學系 |
Course Code (課程代碼) |
D-4804-12477- |
組別 |
行銷組 |
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£ 一年級 £ 二年級 £ 三年級 ¢ 四年級 |
¢ 大學部£ 碩士班 £ 碩專班 |
每週授課堂數 2 每週實習堂數 |
█每週 □單週 □雙週 | |||||||||||||
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授課教師 |
吳繼仁 | |||||||||||||||
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必修 |
選修 |
通識 |
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2 |
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Course Objectives (課程目標) |
專業：
1.了解服飾零售業以顧客為焦點的服務本質與品質特性。 2.了解如何透過有效的服飾零售行銷研究，以建立高品質的顧客關係及服務缺失之補救機制。 3. 了解如整合及管理優質的服飾零售服務內容及設施。 |
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Prerequisites (先修課程) |
行銷學 |
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Course Materials (課程教材) |
補充資料 |
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Reference (參考書目) |
黃鵬飛（2002）“服務行銷”，3月初版，華泰書局，台北，ISBN:957-493-521-3 顧志遠（ 1998）“服務業系統設計與作業管理”，初版，華泰書局，台北，ISBN:957-609-131-4周逸衡 (1999) “服務業行銷"，初版，華泰書局，台北，ISBN:957-609-170-5 |
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| £ 課堂之前測(Pre-test) |
% |
£ 期末報告/論文撰述(Team Paper/Theses Writing) | % | |||||||||||||
| £ 課堂中的隨堂測試(Quiz) | % | ¢ 課堂參與(Class Participation) |
20% |
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| ¢ 期中考(筆試)(Midterm Test) |
30% |
£ 心得/作業撰寫(Assignment) |
% |
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| £ 課堂後測/期末考(筆試)(Final Test) |
% |
¢ 期末考(筆試)(Terminal Test) |
40% |
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| £ 學生表現側寫報告(Profile Report) |
% |
£ 課堂上實作演練(Role Playing) |
% |
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| £ 個案分析報告撰寫(Case Report) |
% |
£ 專業團體之證照檢定(Certification) |
% |
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| £ 個別面試或口試(Oral Exam) |
% |
¢ 其他(Others) 例：出席率 |
10% |
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Pedagogical Methods (教學方法) ＊可自行增刪項目 |
¢
講授(Lecture) £ 個案教學(Case Study) ¢ 電子教學(e-Learning) £ 體驗教學(Project Adventure) £ 角色扮演實境教學(Role Playing) £ 企業競賽遊戲(Business Simulation Game) £ 管理電影(Theater Learning) |
£
競賽讀書會(Study Group) £ 專題實作(Seminar on Field Research) £ 產業實習(Internship) £ 服務學習實作(Service Learning) ¢ 自主學習(Independent Study) £ 對話教學法(Dialogue Teaching) £ 其他 |
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Course Web (課程網頁) |
輔仁大學 i-CAN 系統 |
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Course Outline (課程大綱進度) |
一 介紹課程組織及結構，分組，建議教科書、教材及參考資料 二 品質良好的服飾零售服務之本質與特性 三 服飾零售服務的消費行為 四 服飾零售顧客對服務品質的期望 五 服飾零售顧客對服務品質的認知 六 透過行銷研究了解服飾零售顧客對服務品質的期望與認知 七 了解如何建立良好的服飾零售顧客關係 八 了解如何建立品質良好的服飾零售服務缺失補救機制 九 開發與設計品質良好的服飾零售服務 十 期中考 十一 訂定良好的服飾零售服務品質標準 十二 服務實體表徵與設施與服飾零售服務品質之關係 十三 服飾零售員工、中間商、通路及顧客在傳遞良服務過程中的角色 十四 了解品質良好之服飾零售服務之需求與產能管理 十五 良好的服飾零售服務品質之溝通與訂價策略 十六 良好的服飾零售服務之財務與經濟績效 十七 整合品質良好的服飾零售服務系統 十八 期末考
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£ 全人教育 (Holistic Education) |
£ 做中學 (Learning by doing) |
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¢ 人本價值 (Human-centric values) |
¢ 整合資源 (Resource integration) |
£ 創新知識 (Innovative knowledge) |
¢ 國際視野 (International view) |
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| Contribution to learning goals (本課程能達成開課單位的哪些目標-院)
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¢
厚植學生之基礎管理專業知識及解決問題的能力。 (Each student should be able to analyze and solve management problems. This learning goal is met through course embedded exams and a year long project course in the junior and senior years.) ¢ 培養學生理性分析及創新思維的能力。 (Each student should be able to perform a rational analysis and propose innovative ideas. This learning goal is met through a year long project.) £ 蘊育學生人本關懷及親身服務之實踐倫理的態度及意願。 (Each student should be willing to show human compassion and render professional services as an ethical practice. This learning goal is met through service-learning activities.) ¢ 奠定學生轉化理論於實際行動的能力。 (Each student should be able to put theory into practice. This learning goal is met through a year long project.) ¢ 養成學生之國際視野，並展現其國際化特性的能力。 (Each student should be able to cultivate a global view. This learning goal is met through English language courses, courses taught in English, and courses taught by foreigners.) £ 培養學生善用資訊科技以統整資源的能力。 (Each student should be able to use information technology to integrate resources. This learning goal is met through embedded exams in required IT courses.) |
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| Contribution to learning goals (本課程能達成開課單位的哪些目標-系)
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¢
厚植學生之基礎管理專業知識及解決問題的能力。 (Each student should be able to analyze and solve management problems. This learning goal is met through course embedded exams and a year long project course in the junior and senior years.) ¢ 培養學生理性分析及創新思維的能力。 (Each student should be able to perform a rational analysis and propose innovative ideas. This learning goal is met through a year long project.) £ 蘊育學生人本關懷及親身服務之實踐倫理的態度及意願。 (Each student should be willing to show human compassion and render professional services as an ethical practice. This learning goal is met through service-learning activities.) ¢ 奠定學生轉化理論於實際行動的能力。 (Each student should be able to put theory into practice. This learning goal is met through a year long project.) ¢ 養成學生之國際視野，並展現其國際化特性的能力。 (Each student should be able to cultivate a global view. This learning goal is met through English language courses, courses taught in English, and courses taught by foreigners.) £ 培養學生善用資訊科技以統整資源的能力。 (Each student should be able to use information technology to integrate resources. This learning goal is met through embedded exams in required IT courses.) £ 厚植學生管理與資訊之專業知識及技能。 (Each student should be able to use their management and information technology expertise to solve problems related to their focus. This learning goal is met through a year long project and on-the-job training.) £ 培養學生應用資訊科技解決組織管理問題的能力。 (Each student should be able to apply information technology to solve the organization𠏋 management problems. This learning goal is met through course embedded exams) ¢ 培養學生具備動手解決企業資訊系統的能力。 (Each student should be able to produce solutions to the business intelligence related problems. This learning goal is met through course embedded exams) £ 提升學生對企業與資訊倫理的認知及實踐的意願。 (Each student should be able to engage in ethical business practices and respect the intellectual property of others. This learning goal is met through course embedded exams, service-learning activities, and projects) ¢ 培養學生具備優質情緒管理能力。 (Each student should have the emotional maturity to appreciate and respect opinions different from their own. This learning goal is met through a year long project and on-the-job training.) |
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| Instructor (老師資料) |
Name: WU, CHI-JEN E-mail: 055514@mail.fju.edu.tw Phone: 02-29053820 Office Hour: Room:TCX510 |
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