GBPGBP (Global Business Program)
MAN100FB-A5545（経営学 / Management 100）Special Topics in Global Business BSpecial Topics in Global Business B
Akira KAMOSHIDA
授業コードなどClass code etc
| 学部・研究科Faculty/Graduate school | GBPGBP (Global Business Program) |
| 添付ファイル名Attached documents | |
| 年度Year | 2022 |
| 授業コードClass code | A5545 |
| 旧授業コードPrevious Class code | |
| 旧科目名Previous Class title | |
| 開講時期Term | 春学期授業/Spring |
| 曜日・時限Day/Period | 月5/Mon.5 |
| 科目種別Class Type | |
| キャンパスCampus | 市ヶ谷 / Ichigaya |
| 教室名称Classroom name | 各学部・研究科等の時間割等で確認 |
| 配当年次Grade | 1～4 |
| 単位数Credit(s) | 2 |
| 備考（履修条件等）Notes | |
| 他学部公開科目Open Program | |
| 他学部公開（履修条件等）Open Program (Notes) | |
| グローバル・オープン科目Global Open Program | |
| 成績優秀者の他学部科目履修制度対象Interdepartmental class taking system for Academic Achievers | |
| 成績優秀者の他学部科目履修（履修条件等）Interdepartmental class taking system for Academic Achievers (Notes) | |
| 実務経験のある教員による授業科目Class taught by instructors with practical experience | ○ |
| SDGsCPSDGs CP | |
| アーバンデザインCPUrban Design CP | |
| ダイバーシティCPDiversity CP | |
| 未来教室CPLearning for the Future CP | |
| カーボンニュートラルCPCarbon Neutral CP | |
| 千代田コンソ単位互換提供（他大学向け）Chiyoda Campus Consortium | |
| カテゴリーCategory |
専門教育科目／Business Administration Courses GBP科目／Global Business Courses |
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授業の概要と目的（何を学ぶか）Outline and objectives
This course is aimed to learn service management framework that for customer centric corporate management systematically, and understand service marketing /innovation through case study and discussions in groups and in workshops.
The advanced countries such as Japan, the United States, and European countries have achieved economic growth of service sector closed up to 70% of each GDP, and in order to sustain the growth and stimulate it, every government and various kinds of sector have accelerated to promote an innovation in servicing field. Even in the manufacturing sector, a commoditizing of the traditional technology has made it more important to differentiate individual organization from their rivals by the individual characteristic services than before ages.
Service innovation is an effort to continually create customer values which is indispensable for corporate management both in servicing sector and in manufacturing sector.
One of the models involving a factor of customer oriented service is the “Service Triangle”, in which service is composed of three cores ; “service strategy”, “service providing system”, and “human resources”.(Karl Albrecht)
到達目標Goal
Students will learn service management framework that for customer centric corporate management systematically, and understand service marketing /innovation through case study and discussions.
In addition, students will conduct case studies of service businesses in various industries to deepen their understanding of management issues and strategies.
この授業を履修することで学部等のディプロマポリシーに示されたどの能力を習得することができるか（該当授業科目と学位授与方針に明示された学習成果との関連）Which item of the diploma policy will be obtained by taking this class?
This course is strongly related to the"DP1-1" and "DP2-2" diploma policies and fairly related to the "DP3" and "DP4" policies.
授業で使用する言語Default language used in class
英語 / English
授業の進め方と方法Method(s)（学期の途中で変更になる場合には、別途提示します。 /If the Method(s) is changed, we will announce the details of any changes. ）
The entire course will be delivered in an interactive manner, facilitating you to get involved in the class actively. You will have to work with your team members on discussions and tasks. You will have a comment report to submit at some classes and several team-presentations during the course. After the course ends, you will have to submit an essay.
I will give you my oral and/or written feedback on your assignments in class.
アクティブラーニング（グループディスカッション、ディベート等）の実施Active learning in class (Group discussion, Debate.etc.)
あり / Yes
フィールドワーク（学外での実習等）の実施Fieldwork in class
なし / No
授業計画Schedule
授業形態/methods of teaching：対面/face to face
※各回の授業形態は予定です。教員の指示に従ってください。
1[オンライン/online]：Introduction
Rising service economy
Course overview
Grading Criteria
Why service is so important?
2[対面/face to face]：Service Management Framework 1
What is Service?
How Service is defined to be?
3[対面/face to face]：Service Management Framework 2
Service Taxonomy
Service Profit Triangle
4[対面/face to face]：Service Management Framework 3
What is Service Innovation?
5[対面/face to face]：Service Management Framework 4
What is Customer Satisfaction?
Customer Loyalty
6[対面/face to face]：Service Management Framework 5
Customer Experience Metrics
CLV Analysis
7[対面/face to face]：Service Business 1
Hotel Industry
The Ritz Carlton Case
KPI,Value Creation Cycle
8[対面/face to face]：Service Business 2
The Ritz Carlton
Discussion
9[対面/face to face]：Service Business 3
Consulting Business
What is a professional service?
Discussion
10[対面/face to face]：Service Business 4
Service Intensity Matrix
Service Gap Analysis
11[対面/face to face]：Service Business 5
Service Value Creation Cycle
Service Business Model
12[対面/face to face]：Service Business Project 1
Group Work
Service Business Study
13[対面/face to face]：Service Business Project 2
Group Presentation
Class Discussion
14[対面/face to face]：Service Business Project 3
Group Presentation
Class Discussion
Wrap Up
授業時間外の学習（準備学習・復習・宿題等）Work to be done outside of class (preparation, etc.)
Homework: preparations & reviews. Readings, Summarizing, Internet searching. Preparatory study and review time for this class are 2 hours each.
テキスト（教科書）Textbooks
N/A
参考書References
・James Teboul,Service is Front Stage,INSEAD Business Press,2006
(ISBN 978-0-230-00660-7)
・Joe Tidd and Frank M Hull,Service Innovation, Imperial College Press,2003
(ISBN-13 978-1-86094-367-6).
We will use supplementary materials from time-to-time, which will be made available as handouts and/or put on reserve at the university library.
成績評価の方法と基準Grading criteria
Students will be graded based on the following criterions.
50% Class Contribution ( Frequency and quality of remarks, presentation, Participation in the class discussion, etc.)
50% Homework Assignments, and Final Report（individual essay)
Late submission of assignments will result in a lowering of a student's grade.
学生の意見等からの気づきChanges following student comments
N/A
学生が準備すべき機器他Equipment student needs to prepare
PowerPoint may be used for the class presentation.
Prerequisites
It is desirable to take basics such as corporate strategy theory and marketing theory.
Others
The instructor worked as one of the management teams at a consulting firm and an IT company in the United States. This class focuses on the practice and theory of service management.
Upon threat level change
Please note that the teaching approach may vary according to which threat level we are at: at level 1, this course will be held on campus, though at level 2, it will be held online.