| 授業名 | Service Management |
|---|---|
| Course Title | Service Management |
| 担当教員 Instructor Name | Jeeyoon Jeong |
| コード Couse Code | NUC462_N25B |
| 授業形態 Class Type | 講義 Regular course |
| 授業形式 Class Format | On Campus |
| 単位 Credits | 2 |
| 言語 Language | EN |
| 学位 Degree | BBA |
| 開講情報 Terms / Location | 2025 UG Nisshin Term3 |
授業の概要 Course Overview
Mission Statementとの関係性 / Connection to our Mission Statement
Aligning with the NUCB Business School's mission statement, this course aims to nurture innovative, ethical managers who possess a ‘Frontier Spirit’ in managing individuals and teams with professional knowledge, in response to the challenges from contemporary environments. The course emphasizes the importance of developing students' talents and creating applicable knowledge that advances business and society. It strives to educate our students to become innovative and ethical leaders in our globalized society.
授業の目的（意義） / Importance of this course
The course introduces the key principles and concepts of service management. It aims to equip students with knowledge of service design, service delivery systems, and management of services. Topics include service process, facility design, service encounter, service quality, service capacity and demand, customer satisfaction, etc. It helps students develop analytical and problem-solving skills related to service management. The course uses the case method to explain theoretical concepts with real-world examples.
By studying this course, students are expected to be able to:
- Explain the key concepts and theories of service management.
- Identify the basic elements of managing service design, delivery, and performance.
- Analyze the effectiveness of service systems.
- Apply the knowledge and tools to manage daily service operations.
By studying this course, students are expected to be able to:
- Explain the key concepts and theories of service management.
- Identify the basic elements of managing service design, delivery, and performance.
- Analyze the effectiveness of service systems.
- Apply the knowledge and tools to manage daily service operations.
到達目標 / Achievement Goal
本授業の該当ラーニングゴール Learning Goals
*本学の教育ミッションを具現化する形で設定されています。
LG1 Critical Thinking
LG2 Diversity Awareness
LG3 Ethical Decision Making
LG4 Effective Communication
LG6 Managerial Perspectives (BBA)
LG2 Diversity Awareness
LG3 Ethical Decision Making
LG4 Effective Communication
LG6 Managerial Perspectives (BBA)
受講後得られる具体的スキルや知識 Learning Outcomes
On successful completion of the course, students will be able to:
- Adopt the integrated service process approaches to explain the key concepts and theories of service management.
- Use the service design and delivery frameworks to identify the basic elements of managing service design, delivery and performance.
- Employ the value proposition approaches to analyze the effectiveness of service systems
- Relate the theoretical service management models to manage daily service operations.
- Adopt the integrated service process approaches to explain the key concepts and theories of service management.
- Use the service design and delivery frameworks to identify the basic elements of managing service design, delivery and performance.
- Employ the value proposition approaches to analyze the effectiveness of service systems
- Relate the theoretical service management models to manage daily service operations.
SDGsとの関連性 Relevance to Sustainable Development Goals
Goal 4 質の高い教育をみんなに（Quality Education）
教育手法 Teaching Method
| 教育手法 Teaching Method | % of Course Time | |
|---|---|---|
| インプット型 Traditional | 0 % | |
| 参加者中心型 Participant-Centered Learning | ケースメソッド Case Method | 100 % |
| フィールドメソッド Field Method | 0 % | 合計 Total | 100 % |
事前学修と事後学修の内容、レポート、課題に対するフィードバック方法 Pre- and Post-Course Learning, Report, Feedback methods
The course consists of case studies, role play, student presentations, and in-class exercises. Classes will focus on the introduction and explanation of key concepts and theories of service management. Contemporary business operations issues and real-life examples will be provided to enhance students’ knowledge and understanding of the spectrum of service management. Constructive feedback will be given to students for their in-class activities and presentations when appropriate. Students should pre-read cases, prepare case questions, and actively participate in in-class discussions to succeed in case studies.
Readings (cases or discussion materials) are provided beforehand and assigned for each class. Participants are required to prepare for at least three hours per case study in this course. The course emphasizes on student active learning through the application of course contents on case studies and in-class discussions. Active participation and preparation are the key requirements for this course. Constructive feedback will be given to students for their in-class discussion and preparation of reports when appropriate.
Readings (cases or discussion materials) are provided beforehand and assigned for each class. Participants are required to prepare for at least three hours per case study in this course. The course emphasizes on student active learning through the application of course contents on case studies and in-class discussions. Active participation and preparation are the key requirements for this course. Constructive feedback will be given to students for their in-class discussion and preparation of reports when appropriate.
授業スケジュール Course Schedule
第1日（Day1）
- Distinctive characteristics of services- Service concept and package
- Service blueprint
●使用するケース
Parentune.com: Partnering Parents第2日（Day2）
- Service winners, qualifiers, and losers- Generic approaches and ethical implications in service system design
- Dimensions of e-Servicescape design
●使用するケース
Parentune.com: Partnering Parents第3日（Day3）
- Concept of robustness in a service system- Service design dilemma of unexpected variability
●使用するケース
The Curious Case of the Disputed Rabbits第4日（Day4）
- Service delivery system- Service encounters
- Influencing customer behavior
- Service quality
●使用するケース
Sushiro Scandal Sparks Service Redesign第5日（Day5）
- Service delivery system- Service encounters
- Influencing customer behavior
- Service quality
●使用するケース
China Automotive Finance: Service Operations Re-design (HBP)第6日（Day6）
- Service market segments- Process flow analysis
- Types of Service designs
- Service capacity utilization
●使用するケース
Mongols BBQ (HBP)第7日（Day7）
- RATER model- Service failure and recovery
- Customer satisfaction
- Brand equity
●使用するケース
Golden Holiday Hotel: Turning Frustration to Satisfaction** The case list is tentative and subject to change.
成績評価方法 Evaluation Criteria
*成績は下記該当項目を基に決定されます。
*クラス貢献度合計はコールドコールと授業内での挙手発言の合算値です。
*クラス貢献度合計はコールドコールと授業内での挙手発言の合算値です。
| 講師用内規準拠 Method of Assessment | Weights |
|---|---|
| コールドコール Cold Call | 20 % |
| 授業内での挙手発言 Class Contribution | 50 % |
| クラス貢献度合計 Class Contribution Total | 70 % |
| 予習レポート Preparation Report | 10 % |
| 小テスト Quizzes / Tests | 0 % |
| シミュレーション成績 Simulation | 0 % |
| ケース試験 Case Exam | 0 % |
| 最終レポート Final Report | 20 % |
| 期末試験 Final Exam | 0 % |
| 参加者による相互評価 Peer Assessment | 0 % |
| 合計 Total | 100 % |
評価の留意事項 Notes on Evaluation Criteria
教科書 Textbook
- 「The textbook is not necessary for this course. Relevant course materials will be provided when appropriate.」 （）
参考文献・資料 Additional Readings and Resource
Additional reading materials will be provided when appropriate.
授業調査に対するコメント Comment on Course Evaluation
It is rewarding to know that students feel confident in the skills they gained from my classes. They can apply the problem-solving techniques they learned to tackle complex challenges and make informed decisions. This is a testament to the effectiveness of the case study approach and the value of hands-on learning.
担当教員のプロフィール About the Instructor
Jeeyoon Jeong is an Assistant Professor at NUCB Business School. Before joining NUCB, she was a Research Professor at Korea University Business School. She received her Ph.D. in Management with a focus on Organizational Behavior from Korea University Business School, South Korea. Her research has been published extensively in international journals including Personnel Review, Journal of Management Development, Baltic Journal of Management, Current Psychology, and Frontiers in Public Health. Her research interests span leadership, AI adoption in organizations, knowledge management, human resource management practices, and entrepreneurship.
Refereed Articles
- (2025) Driving creativity in the AI-enhanced workplace: roles of self-efficacy and transformational leadership. Current Psychology 44
- (2025) Strengthening the Impact of Service-oriented HRM on Frontline employees The Moderating Role of Benevolent Leadership. Korean Research Institute of Corporate Management 16(2):
- (2025) Fostering proactivity in the age of AI: exploring the interplay of job reflection and coaching leadership. Baltic Journal of Management 1746-5265
- (2025) Corporate Social Responsibility and Employee Green Behavior: The Mediating Role of Moral Attentiveness and Moderating Effect of Ethical Leadership. The Journal of Internet Electronic Commerce Research 25(2): 1598-1983
- (2025) Exploring the impact of team identification on employee work behavior: the mediating role of knowledge sharing. Journal of Management Development 44 0262-1711
Refereed Proceedings
- (2023). Team-oriented Human Resource Management Practices and Team Voice: A Social Construction Process View. Academy of Management Proceedings .The 83rd Annual Meeting of the Academy of Management. 1. 2. Boston, Massachusetts, USA.
- (2023). Forgiveness and Affiliative Responses to Workplace Incivility. Academy of Management Proceedings 2023 .Academy of Management Proceedings 2023 . 1. 2. Boston, Massachusetts, USA.