Service Quality Management
Informacje ogólne
Kod przedmiotu: | 131161-D |
Kod Erasmus / ISCED: |
04.9
|
Nazwa przedmiotu: | Service Quality Management |
Jednostka: | Szkoła Główna Handlowa w Warszawie |
Grupy: |
Courses for MAN - bachelors Elective courses for MAN - bachelors Przedmioty kierunkowe do wyboru SLLD-ZAR |
Punkty ECTS i inne: |
3.00 (zmienne w czasie)
|
Język prowadzenia: | angielski |
Efekty uczenia się: |
Wiedza: A student should be able to describe the fundamentals of service marketing. A student should be able to describe models of service perceived quality. A student should be able to describe satisfaction models. A student should be able to describe methods for service contact management. Umiejętności: Student should be able to suggest a method for service quality measurement and perform such measurement. Student should be able to plan service quality. Student should be able to suggest a method for service satisfaction measurement and perform such measurement. Student should be able to identify processes influencing service quality. Kompetencje społeczne: Student should posses comunication abilities and be able do present quality solutions Student should be able to cooperate as a part of quality team. |
Zajęcia w cyklu "Semestr letni 2024/25" (jeszcze nie rozpoczęty)
Okres: | 2025-02-15 - 2025-09-30 |
Przejdź do planu
PN WT ŚR CZ WYK
PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | (brak danych) | |
Prowadzący grup: | Wojciech Trzebiński | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Ocena
Wykład - Ocena |
|
Skrócony opis: |
During the lecture the models of service quality, methods for service quality assessment, service marketing concepts are presented. The methods for devising/planning service quality, monitoring and measuring service quality and satisfaction are described. |
|
Pełny opis: |
Presentation of methods for planning, controlling, assessing and improving service quality. Introduction into service quality management concept. Presentation of the methods employed in customer satisfaction measurements. |
|
Literatura: |
Literatura podstawowa: B. Dale, T. Wiele, J. Iwaarden, Managing Quality 5th ed. Oxford: Blackwell Publishing, 2007 Literatura uzupełniająca: Kenyon, G. N., & Sen, K. C. Perception of quality. Springer, 2016; Schneider, B., & White, S. S. Service quality: Research perspectives. SAGE Publications, 2004; Stauss, B, Lemmink, J., Kunst, P. (eds.) Service Quality and Management, Springer, 2014; D. Juneja, S. Ahmad, S. Kumar, Adaptability of Total Quality Management to service sector, "International Journal of Computer Science & Management Studies", Vol. 11, Issue 02, August 2011, pp.93-98 |
|
Uwagi: |
Kryteria oceniania: egzamin testowy: 80.00% projekty: 20.00% |
Zajęcia w cyklu "Semestr zimowy 2024/25" (w trakcie)
Okres: | 2024-10-01 - 2025-02-14 |
Przejdź do planu
PN WT ŚR CZ PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | (brak danych) | |
Prowadzący grup: | (brak danych) | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Ocena
Wykład - Ocena |
|
Skrócony opis: |
During the lecture the models of service quality, methods for service quality assessment, service marketing concepts are presented. The methods for devising/planning service quality, monitoring and measuring service quality and satisfaction are described. |
|
Pełny opis: |
Presentation of methods for planning, controlling, assessing and improving service quality. Introduction into service quality management concept. Presentation of the methods employed in customer satisfaction measurements. |
|
Literatura: |
Literatura podstawowa: B. Dale, T. Wiele, J. Iwaarden, Managing Quality 5th ed. Oxford: Blackwell Publishing, 2007 Literatura uzupełniająca: Kenyon, G. N., & Sen, K. C. Perception of quality. Springer, 2016; Schneider, B., & White, S. S. Service quality: Research perspectives. SAGE Publications, 2004; Stauss, B, Lemmink, J., Kunst, P. (eds.) Service Quality and Management, Springer, 2014; D. Juneja, S. Ahmad, S. Kumar, Adaptability of Total Quality Management to service sector, "International Journal of Computer Science & Management Studies", Vol. 11, Issue 02, August 2011, pp.93-98 |
|
Uwagi: |
Kryteria oceniania: egzamin testowy: 80.00% projekty: 20.00% |
Zajęcia w cyklu "Semestr letni 2023/24" (zakończony)
Okres: | 2024-02-24 - 2024-09-30 |
Przejdź do planu
PN WT ŚR CZ WYK
PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | (brak danych) | |
Prowadzący grup: | Wojciech Trzebiński | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Ocena
Wykład - Ocena |
|
Skrócony opis: |
During the lecture the models of service quality, methods for service quality assessment, service marketing concepts are presented. The methods for devising/planning service quality, monitoring and measuring service quality and satisfaction are described. |
|
Pełny opis: |
Presentation of methods for planning, controlling, assessing and improving service quality. Introduction into service quality management concept. Presentation of the methods employed in customer satisfaction measurements. |
|
Literatura: |
Literatura podstawowa: B. Dale, T. Wiele, J. Iwaarden, Managing Quality 5th ed. Oxford: Blackwell Publishing, 2007; W. E. Deming, Out Of The Crisis, The Mit Press, 2000 Literatura uzupełniająca: D. Juneja, S. Ahmad, S. Kumar, Adaptability of Total Quality Management to service sector, "International Journal of Computer Science & Management Studies", Vol. 11, Issue 02, August 2011, pp.93-98; P. Mella, The quality policy in value based management, "The Journal of American Academy of Business", Cambridge, Vol.17, Num 1, 2011, pp. 168-180; I. Ograjensek, Service quality, Statistical Practice in Business and Industry, (eds.) S.Y. Coleman, T. Greenfield, D. Stewardson, D. Montgomery, John Wiley&Sons, Ltd., 2008; R. Reid, N. Sanders, Operations Management, 4th Edition; Wiley 2011, s.136-169; P. Sampaio, P. Saraiva, A. Guimares Rodrigues, ISO 9001 certification research: questions, answers and approaches, "International Journal of Quality&Reliability Management", Vol. 26/2009 Iss: 1 pp. 38-58 |
|
Uwagi: |
Kryteria oceniania: egzamin testowy: 80.00% projekty: 20.00% |
Zajęcia w cyklu "Semestr zimowy 2023/24" (zakończony)
Okres: | 2023-10-01 - 2024-02-23 |
Przejdź do planu
PN WT ŚR CZ PT |
Typ zajęć: |
Wykład, 30 godzin
|
|
Koordynatorzy: | (brak danych) | |
Prowadzący grup: | (brak danych) | |
Lista studentów: | (nie masz dostępu) | |
Zaliczenie: |
Przedmiot -
Ocena
Wykład - Ocena |
|
Skrócony opis: |
During the lecture the models of service quality, methods for service quality assessment, service marketing concepts are presented. The methods for devising/planning service quality, monitoring and measuring service quality and satisfaction are described. |
|
Pełny opis: |
Presentation of methods for planning, controlling, assessing and improving service quality. Introduction into service quality management concept. Presentation of the methods employed in customer satisfaction measurements. |
|
Literatura: |
Literatura podstawowa: B. Dale, T. Wiele, J. Iwaarden, Managing Quality 5th ed. Oxford: Blackwell Publishing, 2007; W. E. Deming, Out Of The Crisis, The Mit Press, 2000 Literatura uzupełniająca: D. Juneja, S. Ahmad, S. Kumar, Adaptability of Total Quality Management to service sector, "International Journal of Computer Science & Management Studies", Vol. 11, Issue 02, August 2011, pp.93-98; P. Mella, The quality policy in value based management, "The Journal of American Academy of Business", Cambridge, Vol.17, Num 1, 2011, pp. 168-180; I. Ograjensek, Service quality, Statistical Practice in Business and Industry, (eds.) S.Y. Coleman, T. Greenfield, D. Stewardson, D. Montgomery, John Wiley&Sons, Ltd., 2008; R. Reid, N. Sanders, Operations Management, 4th Edition; Wiley 2011, s.136-169; P. Sampaio, P. Saraiva, A. Guimares Rodrigues, ISO 9001 certification research: questions, answers and approaches, "International Journal of Quality&Reliability Management", Vol. 26/2009 Iss: 1 pp. 38-58 |
|
Uwagi: |
Kryteria oceniania: egzamin testowy: 80.00% projekty: 20.00% |
Właścicielem praw autorskich jest Szkoła Główna Handlowa w Warszawie.