シラバス情報
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教員名 ： 石谷 昌司
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授業科目名
Service Management
学年
1年
単位数
2.00単位
実務経験の有無
開講クォーター
セメスタ指定なし
担当教員
石谷 昌司
授業形態
授業で主に使用する言語
English (if necessary, Japanese can be used for follow-up explanation.)
授業方法区分
開講キャンパス
紀尾井町キャンパス
授業の到達目標及びテーマ
This class provides students with the overall information about what the service management is. The students will be able to learn the concept of the service management in a systematic manner. The followings are the objectives of this class:
1. The students will understand how to adopt service logic in management. 2. The students will realize the importance of the service perspective in any market. 3. The students will understand the difference between "inside-out management" and "outside-in management". 授業の概要
In this class, the students first learn the meanings of the words "service" and "hospitality" to better understand the words from language point of view . Then the students will see the essence of the service Logic in any types of business. They can also be familiar with brand and image as well as the roles of social media in the service management. Finally the students will understand the significance of "Inside-out management" attitudes adopted into any organizations that could become a sustainable and successful firm .
授業計画
1回
(i) Orientation: Introduction to "Service Management"
(ii) Self-introduction; Getting to know each other. 事前学習
【Before learning：60min】Search "Service" online and understand its general meaning.
事後学習
【After learning：60min】Organize what you have learned.
2回
(i) The origin of the words; "Hospitality" and "Service"
(ii) The difference in meanings between those two words 事前学習
【Before learning：60min】Search the meanings of "Hospitality" and "Service."
事後学習
【After learning：60min】Organize what you have learned.
3回
(i) The characteristics of "Service"
(ii) A variety of usage of "Service" in Japan (iii) Think about the roles of "Hospitality." 事前学習
【Before learning：60min】Come up with the features of "Service" in your country.
事後学習
【After learning：60min】Organize what you have learned.
4回
(i) What is "Service"?
(ii) Traditional understanding of "Service" (iii) Why is the service perspective important? 事前学習
【Before learning：60min】What do you think the service is? Organize your thoughts.
事後学習
【After learning：60min】Organize what you have learned.
5回
(i) Case study
(ii) Product oriented way and customer oriented way 事前学習
【Before learning：60min】Bring some stories about what you have faced uncomfortable services.
事後学習
【After learning：60min】Organize what you have learned.
6回
(i) How do customers perceive "a good service"?
(ii) Technical quality vs. functional quality 事前学習
【Before learning：60min】What do you think a good service is?
事後学習
【After learning：60min】Organize what you have learned.
7回目
(i)The nature of consumption of physical good and services
(ii) Services = process consumption 事前学習
【Before learning：60min】Come up with the differences between consumption of physical goods and that of services.
事後学習
【After learning：60min】Organize what you have learned.
8回
(i) Standardization vs. Systematization
(ii) The importance of "flexibility" and "adaptability." 事前学習
【Before learning：60min】Search "standardization" and "systematization."
事後学習
【After learning：60min】Organize what you have learned.
9回
(i) Inside-out management and Outside-in management
(ii) The role of 4Ps in the service management 事前学習
【Before learning：60min】Search the marketing mix framework: "4Ps" in the marketing.
事後学習
【After learning：60min】Organize what you have learned.
10回
(i) The product profit logic vs. the service profit logic
(ii) A Vicious circle: What are the "strategic traps"? 事前学習
【Before learning：60min】Think about what makes you NOT buy a product?
事後学習
【After learning：60min】Organize what you have learned.
11回
(i) Managing brand relationships and image
(ii) The nature of branding process and functions of image 事前学習
【Before learning：60min】Search on brand and image.
事後学習
【After learning：60min】Organize what you have learned.
12回
(i) Social media in service management and marketing
(ii) The roles of social media in service management 事前学習
【Before learning：60min】Think of how social media can be utilized in service management and marketing.
事後学習
【After learning：60min】Organize what you have learned.
13回
(i) Wrapping up what we have learned
(ii) About the final report. 事前学習
【Before learning：60min】Bring some service related ideas for further discussions.
事後学習
【After learning：60min】Organize what you have learned.
14回
事前学習
事後学習
15回
事前学習
事後学習
16回
事前学習
事後学習
17回
事前学習
事後学習
18回
事前学習
事後学習
19回
事前学習
事後学習
20回
事前学習
事後学習
21回
事前学習
事後学習
22回
事前学習
事後学習
23回目
事前学習
事後学習
24回
事前学習
事後学習
25回
事前学習
事後学習
26回
事前学習
事後学習
試験及び成績評価
◯Class participation：40%
◯Assignments：30% ◯Final report：30% 課題(試験やレポート等)に対するフィードバック
There are several assignments throughout the class.
Details will be announced in class. 講義で使用するテキスト（書名・著者・出版社・ISBN・備考）
Power point will be used as class materials.
参考文献・推薦図書
研究室
Building "A" on the 4th Floor in Togane campus
オフィスアワー
Will be announced in class.
科目ナンバリング
学位授与方針との関連
関連ページ
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