Syllabus data
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Teacher name ： Ishitani Masashi
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授業科目名
Service Management
学年
1Grade
単位数
2.00Credits
実務経験の有無
開講クォーター
semester not specified
担当教員
Ishitani Masashi
授業形態
授業で主に使用する言語
English (if necessary, Japanese can be provided for follow-up explanation.)
授業方法区分
開講キャンパス
Kioicho Campus
授業の到達目標及びテーマ
This class provides students with comprehensive information about service management. Students will learn the concept of service management in a systematic manner. The following are the objectives of this class:
1. Students will understand how to adopt service logic in management. 2. Students will realize the importance of the service profit perspective in any market. 3. Students will understand the difference between inside-out management and "customer-focused" outside-in management. 授業の概要
In this class, students first learn the meanings of the words "service" and "hospitality" to better understand them from a linguistic perspective. Then, they explore the essence of service logic in various types of businesses. They also become familiar with elements that could lead to either successful or failed businesses through case studies. Throughout the course, students will grasp the significance of "customer-focused outside-in management" attitudes adopted by organizations aiming to become sustainable and successful firms. Finally, during the last two or three classes, students will visit luxurious hotels in Tokyo to understand key factors for successful service management. *Hotel visits are subject to change depending on various circumstances.
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 so 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 *This class could become hotel visits. 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 *This class could become hotel visits. 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. *This class could become hotel visits. 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 (inc. presentation)：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
Will be announced in class.
研究室
A411 (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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