Academics

Academics

Tourism Management ( Institute of Tourism Management and Planning )

Research on Service Quality Management

Release Date: 2017-09-21
Course NameResearch on Service Quality ManagementCourse Code

Course Type		□Public Degree Courses□ Basic degree course □ Public Obligatory Courses□专业必修Professional Obligatory Courses
☑ Professional Elective Course □ Public Elective Course
Course Semester4thCourse Time36Credit2
InstituteTourism Management and Planning AcademyApplicable MajorTourism Management
Assessment method□Examination（Close book ） □Examination（Open-book ）
☑Test(Term Papers) □Test(reading report)
□Test(Journals reviewed) □Others
Usual Performance accounting30%Final grade  accounting70%
Advanced coursesIntermediate-Microeconomics， Management Science Research Method， Behavioral Research， Modern Enterprise Theory， Research on Modern Service Industries，
TeachersGui Ladan， Liu Shaohe
Teaching Objectives
Based on the deep understanding of modern services industry and modern tourism，For service enterprises, especially concerning the phenomenons and problems of tourism business management，From a single to a multidisciplinary perspective and to an interdisciplinary one, combined with the interpretation of classic cases, and systematically introducing service quality management basic knowledge and basic theory, cutting-edge research and research methods, the aim of this course is to train the students' scientific thinking and innovative ability, to enhance the level of professional literacy and practice, Through teaching this course, students will：
 1.Master the basic knowledge and basic theory of service (quality) management
 2.Understand the problems and research methods of service (quality) management
 3.Become familiar with service (quality) management of behavior image, service quality, customer service and practical business etc.
 4.Master the research methods of service quality satisfaction and report writing.
Teaching Contents
This course mainly consists of four parts：A. Understanding service; B. Construction of service enterprises; C. Service operation management; D. Service management practice.