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蘇智鈴

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台灣首府大學餐旅系蘇智鈴老師的教學研究網頁，歡迎各界先進互相交流!

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<table width="842" style="margin: auto auto auto 0.65pt; width: 505pt; border-collapse: collapse; mso-yfti-tbllook: 1184; mso-padding-alt: 0cm 1.4pt 0cm 1.4pt;" border="0" cellspacing="0" cellpadding="0"><tbody><tr style="height: 30.25pt; mso-yfti-irow: 0; mso-yfti-firstrow: yes;"><td width="217" nowrap="" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 30.25pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第1章：服務的基本概念及課程介紹</td></tr><tr style="height: 27.8pt; mso-yfti-irow: 1;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 27.8pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第1章：服務的基本概念</td></tr><tr style="height: 27.5pt; mso-yfti-irow: 2;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 27.5pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第2章：服務的環境與定位</td></tr><tr style="height: 27.3pt; mso-yfti-irow: 3;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 27.3pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第3章：服務品質與管理</td></tr><tr style="height: 16.5pt; mso-yfti-irow: 4;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 16.5pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第4章：服務人員的基本條件</td></tr><tr style="height: 33pt; mso-yfti-irow: 5;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第5章：服務人員的激勵與溝通</td></tr><tr style="height: 33pt; mso-yfti-irow: 6;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第6章：服務產業環境與供需管理</td></tr><tr style="height: 33pt; mso-yfti-irow: 7;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第6章：服務產業環境與供需管理</td></tr><tr style="height: 16.5pt; mso-yfti-irow: 8;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 16.5pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">期中考</td></tr><tr style="height: 33pt; mso-yfti-irow: 9; mso-yfti-lastrow: yes;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt;">第7章：顧客期望心理與知覺價值</td></tr></tbody></table> <div align="center"> <table width="842" style="margin: auto auto auto 0.65pt; width: 505pt; border-collapse: collapse; mso-yfti-tbllook: 1184; mso-padding-alt: 0cm 1.4pt 0cm 1.4pt;" border="0" cellspacing="0" cellpadding="0"><tbody><tr style="height: 33pt; mso-yfti-irow: 0; mso-yfti-firstrow: yes;"><td width="217" style="border-width: 1pt 1pt 1pt 0px; border-style: solid solid solid none; border-color: windowtext windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; border-image: none; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt; mso-border-top-alt: solid windowtext .5pt;"> 第7章：顧客期望心理與知覺價值</td></tr><tr style="height: 33pt; mso-yfti-irow: 1;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第8章：服務品質的維護與測量</td></tr><tr style="height: 33pt; mso-yfti-irow: 2;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第9章：服務失誤與服務補救</td></tr><tr style="height: 33pt; mso-yfti-irow: 3;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第9章：服務失誤與服務補救</td></tr><tr style="height: 16.5pt; mso-yfti-irow: 4;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 16.5pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第10章：顧客關係管理模式</td></tr><tr style="height: 33pt; mso-yfti-irow: 5;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第10章：顧客關係管理模式</td></tr><tr style="height: 33pt; mso-yfti-irow: 6;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 33pt; background-color: transparent; mso-border-bottom-alt: solid windowtext .5pt; mso-border-right-alt: solid windowtext .5pt;">第11章：服務品質的增進與未來發展</td></tr><tr style="height: 17.25pt; mso-yfti-irow: 7; mso-yfti-lastrow: yes;"><td width="217" style="border-width: 0px 1pt 1pt 0px; border-style: none solid solid none; border-color: rgb(0, 0, 0) windowtext windowtext rgb(0, 0, 0); padding: 0cm 1.4pt; width: 130pt; height: 17.25pt; background-color: transparent; mso-border-bottom-alt: solid windowtext 1.0pt; mso-border-right-alt: solid windowtext .5pt;">期末考</td></tr></tbody></table> </div>

第1章：服務的基本概念及課程介紹

第1章：服務的基本概念

第2章：服務的環境與定位

第3章：服務品質與管理

第4章：服務人員的基本條件

第5章：服務人員的激勵與溝通

第6章：服務產業環境與供需管理

期中考

第7章：顧客期望心理與知覺價值

第8章：服務品質的維護與測量

第9章：服務失誤與服務補救

第10章：顧客關係管理模式

第11章：服務品質的增進與未來發展

期末考