SUBJECT 01 Introduction to the Service Industry
CHAPTER 01 Services and Service Industries
CHAPTER 02 The Development and Paradox of the Service Economy
CHAPTER 03 Service Management by Type
CHAPTER 04 Service Business Model Hit Expected Results

SUBJECT 02 Service Process Development and Quality Management
CHAPTER 01 Understanding Service Processes
CHAPTER 02 Improving Service Processes
CHAPTER 03 Service Research and Development (R&D)
CHAPTER 04 Service Quality and Quality Measurement Model
CHAPTER 05 TSQM (Total Service Quality Management) Expected Questions

SUBJECT 03 Service Demand and Supply Management
CHAPTER 01 SERVICE Demand Management
CHAPTER 02 SERVICE PROVISION MANAGEMENT
CHAPTER 03 SERVICE WAIT MANAGEMENT
CHAPTER 04 Service Pricing Management
CHAPTER 05 Service Yield Management
CHAPTER 06 Service Expectation Management Hit Expected Results

SUBJECT 04 Service Human Resource Management
CHAPTER 01 Understanding Human Resource Management
CHAPTER 02 Service Personnel Selection
CHAPTER 03 Job Analysis, Evaluation, and Compensation
CHAPTER 04 Labor-Management Relations Management
CHAPTER 05 Service Personnel Labor Productivity Management Expected Hits

SUBJECT 05 Customer Satisfaction Management (CSM) Strategy
CHAPTER 01 Introduction to Customer Satisfaction Management
CHAPTER 02 Evaluating Customer Satisfaction (CS)
CHAPTER 03 Management Strategy Analysis
CHAPTER 04 Competitive Advantage Strategy and Service Marketing Hit Expected Questions

[Special Appendix]
Genealogy of frequent occurrences
Mock exams that are identical to the actual exam
Mock Exam 01
Mock Exam 2

1) Summary of key theories by subject according to examination criteria
- Check frequently appearing topics on exams at a glance with 'Frequently Appearing Keywords'
-Enjoy more enriched learning with 'PLUS+' supplementary explanations to help you understand concepts.
2) Theory, Problems, and Solutions all in one! Includes hit-or-miss predicted questions.
-'Predicted Questions' for each subject in the same format as the actual exam
- Summary of key concepts that can be reviewed immediately after solving the problem
3) Two mock exams (same format) to prepare for the actual exam
- A mock exam that replicates the actual exam format
- Strengthen your practical skills by writing your answers directly on the OMR card.
-Improve your weak areas in one go with 3 mock exam CBT solutions and score analysis!