| Relevance of Course Objectives and Core Learning Outcomes(%) |
Teaching and Assessment Methods for Course Objectives |
| Course Objectives |
Competency Indicators |
Ratio(%) |
Teaching Methods |
Assessment Methods |
1. To understand the operation and management practice of successful service firm
2. To understand the service firm competitiveness and strategy
3. To understand the dimensions of service growth and expansion |
| 1.Critical Thinking |
| 2.Global Awareness |
| 4.Innovation |
|
|
|
| Written Presentation |
| Attendance |
| Oral Presentation |
|
| Course Content and Homework/Schedule/Tests Schedule |
| Week |
Course Content |
| Week 1 |
Course Introduction |
| Week 2 |
Service in the economy/the nature of service |
| Week 3 |
Environment analysis for service industry |
| Week 4 |
Service business strategy/ Case discussion: Ryanair |
| Week 5 |
Service business strategy |
| Week 6 |
Service innovation/ Case Disscussion: Uber Technology |
| Week 7 |
Service facility and location decision |
| Week 8 |
Service quality, service process and service performance |
| Week 9 |
Service expansion |
| Week 10 |
Service expansion |
| Week 11 |
Case Disscussion: Cofffee War Coffee Wars in India Starbucks 2012 |
| Week 12 |
Service outsourcing |
| Week 13 |
Guest Speech |
| Week 14 |
Service Business Model |
| Week 15 |
Globalization of service industry |
| Week 16 |
Guest speech |
| Week 17 |
Self-learning week |
| Week 18 |
Self-learning week |
|
| Evaluation |
Class Participation and Discussion 40%
2 Group Presentation 40%
Self-learning report 20%
** Please note the information of the first class time from the iLeaning announcement |
| Textbook & other References |
Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2019). Service Management: Operations, Strategy,Information Technology, 9e.
Instructor supplemental materials & cases
Harvard Business Cases |
| Teaching Aids & Teacher's Website |
|
| Office Hours |
Tuesday 10:00-12:00
|
| Sustainable Development Goals, SDGs |
| 08.Decent Work and Economic Growth | include experience courses：N |
|