Introd的uction to Service Management.pptVIP

Service Management Introduction Xu Fengzeng Instructor’s Contact Information Email: xfz@ Cell Phone旅游服务管理双语示范课程 /tsm/ 百川旅游服务管理创新沙龙 /web/bmsz/lyfzyjzx/ References 1.Fitzsimmons, J .A., Fitzsimmons, M.J.2007. Service management: Operations, strategy, and information technology. Mc-Graw-Hill，6th Edition. 詹母斯A·菲茨西蒙斯， 莫娜J·菲茨西蒙斯 著， 张金成 ，范秀成 等译，《服务管理：运作、战略与信息技术》，机械工业出版社; 第5版，2007。 2. Zeithaml,Valarie A., Bitner, Mary Joand, Gremler, Dwayne D.2012. Services Marketing: Integrating Customer Focus Across the Firm, Fourth Edition, New York, NY: McGraw-Hill Companies. Why study Tourism services management? The U.S., as well as much of the world economy, is dominated by services. In the U.S. approximately 75% of the labor force, 70% of the GNP, 45% of an average family’s budget, and 32% of exports are accounted for by services. Yet, business school courses traditionally have focused on the manufacturing sector of the economy. This course is designed for students who may be interested in working in service industries and will address the distinct needs and problems of service firms in the area of tourism. Why study Tourism services management? The primary theme of the course is that tourism sectors require a distinctive approach to service strategy, both in its development and execution. The course will build on service concepts from other courses to make them specifically applicable in tourism industry settings. A second theme of the course focuses on the role of service in manufacturing businesses. This course will suggest ways that firms in the manufactured goods sector might use “service” as a primary source of competitive advantage. This course will not enable students to step directly into the role of Vice-President of Service Management at a Fortune500 service company. It will, however, help students to gain an understanding of services management issues and provide a good foundation for other tourism classes and future business endeavors. C