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本課程旨在引導學生全面掌握服務品質管理的理論核心與實務技術，特別針對休閒產業高服務特性進行探討。課程首先探究服務業的概念與本質，建立學生對休閒服務獨特性的正確認知。接著進入管理核心，分析服務品質的衡量標準與定位策略。課程中段將介紹「服務接觸」點，探討員工與顧客互動的心理與行為，並學習當服務不如預期時，如何進行系統化的失誤分析與補救機制。課程後段則提升至策略管理層次，說明如何優化服務過程與設計高品質服務；最後，課程將連結顧客關係管理與服務職能，培養學生成為具備專業素養與管理前瞻性的休閒產業人才，使服務品質不僅是口號，而是可量化且具競爭力的管理績效。
《 課程簡介 -- English 》
This course is designed to guide students in achieving a comprehensive mastery of the theoretical core and practical techniques of service quality management, with a specific focus on the high-service characteristics of the leisure industry.
The curriculum begins by exploring the concepts and essence of the service sector, establishing students' correct understanding of the unique nature of leisure services. It then moves into the core of management, analyzing service quality measurement standards and positioning strategies. The middle section of the course introduces "Service Encounters," discussing the psychology and behavior of interactions between employees and customers, and teaching how to conduct systematic failure analysis and implement recovery mechanisms when service falls short of expectations.
In the latter part of the course, the focus shifts to the strategic management level, explaining how to optimize service processes and design high-quality services. Finally, the course connects customer relationship management with service management competencies to cultivate professionals with both expertise and strategic vision for the leisure industry—ensuring that service quality is not merely a slogan, but a quantifiable and competitive management performance metric.
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