國立中山大學 108學年度第1學期 課程教學大綱

National Sun Yat-sen University 108Academic year1st Semester Course syllabus

中文名稱
Course name(Chinese)

服務業行銷

課號
Course Code

ICM551

英文名稱
Course name(English)

SERVICE MARKETING

課程類別
Type of the course

講授類

必選修
Required/Selected

選修

系所
Dept./faculty

行銷傳播管理研究所碩士班

授課教師
Instructor

張榮華    

學分
Credit

3

因應嚴重特殊傳染性肺炎(武漢肺炎),倘若後續需實施遠距授課,授課方式調整如下:Since COVID-19, if distance learning is necessary, the teaching methods would adjust as follows:

         尚未建立傳染性肺炎(武漢肺炎)授課方式調整

因應嚴重特殊傳染性肺炎(武漢肺炎),倘若後續需實施遠距授課,評分方式調整如下:Since COVID-19, if distance learning is necessary, the evaluation would adjust as follows:

         尚未建立傳染性肺炎(武漢肺炎)課程評分方式﹝評分標準及比例﹞

課程大綱 Course syllabus

         本課程教學大綱已提供完整英文資訊(本選項僅供統計使用,未提供完整英文資訊者,得免勾記)【Provide information of course syllabus in English.(This is for statistical use only. For those who do not provide information of course syllabus in English, do not check this field.)】

1.The definition of service marketing; 2.The service quality gaps; 3.Consumers' expectations, recognition and behaviors; 4. Consumer relationship management; 5.Service fail; 6.Service processes development; 7.Integrated marketing communication in service industry; 8.Service pricing; 9.Physical surroundings

課程目標 Objectives

         Service industry is an important industry for developing and developed countries; it contributes a large part of GDP. However, service industry is totally different from tangible goods industry. Prior research also confirmed that the concepts of marketing in consuming goods cannot apply directly in service industry. Therefore, this course basically introduces the characteristics of service industry, and how uses the marketing strategies and tools to increase the the value of service.

授課方式 Teaching methods

         Lecture, presentation, discussion

評分方式﹝評分標準及比例﹞Evaluation (Criteria and ratio)等第制單科成績對照表 letter grading reference

        
1.Participation20%
2.Paper presentation 30%
3.Assignments50%

參考書/教科書/閱讀文獻 Reference book/ textbook/ documents
〔請遵守智慧財產權觀念,不可非法影印。教師所提供之教材供學生本人自修學習使用,不得散播及做為商業用途〕
No copies for intellectual property rights. Textbooks provided by the instructor used only for self-study, can not broadcast or commercial use

        
序號作者書名出版社出版年出版地ISBN#
No.AutherTitlePublisherYear of
publish
Publisher
place
ISBN#
1Wirtz and LovelockServices Marketing: People, Technology, Strategy (8ed)World Scientific2016New Jersey9781944659011

每週課程內容及預計進度 Weekly scheduled progress

        
週次日期授課內容及主題
WeekDateContent and topic
12019/09/09~2019/09/15Introduction and paper assignment
22019/09/16~2019/09/22The characteristics of service industry
32019/09/23~2019/09/29Customer expectation and perception of service
42019/09/30~2019/10/06Measurement of service quality and paper discussion
52019/10/07~2019/10/13Performing a survey for a service company (SERVQUAL)
62019/10/14~2019/10/20Presentation of Assignment 1
72019/10/21~2019/10/27Service development, design and innovation
82019/10/28~2019/11/03Blueprint for a service process
92019/11/04~2019/11/10Physical surrounding
102019/11/11~2019/11/17Presentation of Assignment 2
112019/11/18~2019/11/24Service failure and recovery strategies(1)
122019/11/25~2019/12/01Service failure and recovery strategies(2)
132019/12/02~2019/12/08HRM for service
142019/12/09~2019/12/15Presentation of Assignment 3
152019/12/16~2019/12/22IMC for service (1)
162019/12/23~2019/12/29IMC for service (2)
172019/12/30~2020/01/05Overall review of service marketing
182020/01/06~2020/01/12Presentation of Assignment 4

課業討論時間 Office hours

         時段1 Time period 1:
時間 Time:依規定免登
地點 Office/Laboratory:依規定免登
時段2 Time period 2:
時間 Time:依規定免登
地點 Office/Laboratory:依規定免登

系所學生專業能力/全校學生基本素養與核心能力 basic disciplines and core capabilitics of the dcpartment and the university

        
系所學生專業能力/全校學生基本素養與核心能力
basic disciplines and core capabilities of the department and the university
課堂活動與評量方式
Class activities and evaluation
本課程欲培養之能力與素養 This course enables students to achieve.紙筆考試或測驗 Test.課堂討論︵含個案討論︶ Group discussion (case analysis).個人書面報告、作業、作品、實驗 Indivisual paper report/ assignment/ work or experiment.群組書面報告、作業、作品、實驗 Group paper report/ assignment/ work or experiment.個人口頭報告 Indivisual oral presentation.群組口頭報告 Group oral presentation.課程規劃之校外參訪及實習 Off-campus visit and intership.證照/檢定 License.參與課程規劃之校內外活動及競賽 Participate in off-campus/ on-campus activities and competitions.課外閱讀 Outside reading.
※系所學生專業能力 Basic disciplines and core capabilities of the department
1具備良好的理解、表達、與溝通能力。 1 With the professional academic knowledge and skills of marketing communication, every students will be equipped with effective analytical and problem-solving ability.V V V V  V 
2.具備行銷傳播學業知識與技能,並有效分析與解決問題。 2. Through two professional knowledge programs of digital marketing and social culture marketing, the students can accomplish future development. V V V V    
3.以數位行銷與社會文化行銷之專業成就全方位生涯發展。 3.Developing the most of leadership and team-oriented spirit, our lecture provide internationalisation, digitalisation, and practical skills which are also emphasised on the society.V V V V    
4.發揮領導與團隊精神,能與現代社會所強調之「國際化」、「數位化」、「實務化」之專業需求並行。 4. Through two professional knowledge programs of digital marketing and social culture marketing, the students can accomplish future development.           
5.具備專業倫理觀念,明瞭對社會作出貢獻是應負之責任。 5.Developing the most of leadership and team-oriented spirit, our lecture provide internationalisation, digitalisation, and practical skills which are also emphasised on the society.           
※全校學生基本素養與核心能力 Basic disciplines and core capabilities of the university
1.表達與溝通能力。 1. Articulation and communication skillsV V   V    
2.探究與批判思考能力。 2. Inquisitive and critical thinking abilitiesV V V V    
3.終身學習能力。 3. Lifelong learning           
4.倫理與社會責任。 4. Ethnics and social responsibility           
5.美感品味。 5. Aesthetic appreciation           
6.創造力。 6. Creativity           
7.全球視野。 7. Global perspective           
8.合作與領導能力。 8. Team work and leadershipV V V V    
9.山海胸襟與自然情懷。 9. Broad-mindedness and the embrace of nature            

本課程與SDGs相關項目:The course relates to SDGs items:

         尚未建立SDGS資料

本課程校外實習資訊: This course is relevant to internship:

         本課程無註記包含校外實習

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