個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Samsung Everland: Managing Service Quality (A)
內容大綱
The president of Joong-Ang Development Company was concerned with the level of service quality at Yongin Farmland, the company's theme park located just south of Seoul, South Korea. Despite the service quality program he had initiated since he assumed his present position 14 months ago, service quality seemed to be less than that of its competitors. He wondered if he had made the right moves, how Farmland could achieve international service quality standards, whether it would be worth doing, and if it would really provide a sustainable competitive advantage. This case and its companion (B) case, 9A97D017, are intended for use in a service quality module of a service management course.
學習目標
<ul><li>To develop a personal way of thinking about service quality.</li><li>To understand the issues involved in measuring and monitoring service quality.</li><li>To internalize some conceptual tools that will aid in developing a service strategy for a company.</li></ul>These cases were written for modules dealing with service quality and/or management's role in creating a service vision in a service management course.