国际商务课程

### 📖 核心知识点：1. Introduction to International Service Operations Management Overview of course requirements and activities and covering introductory course topics - refer to the course Blackboard site for further details. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 1. Introduction to International Service Operations Management Overview of course requirements and activities and covering introductory course topics - refer to the course Blackboard site for further details., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“1. Introduction to International Service Operations Management Overview of course requirements and activities and covering introductory course topics - refer to the course Blackboard site for further details.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：2. Service Operations Strategy We will be discussing the topic of Service Operations Strategy. Key topics include corporate and service operations strategy, service recovery via the Porsche Taycan case and also service mapping. Class activities and discussion - refer to the course Blackboard site for further details. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 2. Service Operations Strategy We will be discussing the topic of Service Operations Strategy. Key topics include corporate and service operations strategy, service recovery via the Porsche Taycan case and also service mapping. Class activities and discussion - refer to the course Blackboard site for further details., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“2. Service Operations Strategy We will be discussing the topic of Service Operations Strategy. Key topics include corporate and service operations strategy, service recovery via the Porsche Taycan case and also service mapping. Class activities and discussion - refer to the course Blackboard site for further details.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：3. Service Innovation & Service Development This week we cover the topic of Service Innovation including service Blueprinting and contemporary topics like AI's impact of service innovation and operations optimization. Class activities and discussion includes creating a service blueprint - refer to the course Blackboard site for further details. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 3. Service Innovation & Service Development This week we cover the topic of Service Innovation including service Blueprinting and contemporary topics like AI's impact of service innovation and operations optimization. Class activities and discussion includes creating a service blueprint - refer to the course Blackboard site for further details., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“3. Service Innovation & Service Development This week we cover the topic of Service Innovation including service Blueprinting and contemporary topics like AI's impact of service innovation and operations optimization. Class activities and discussion includes creating a service blueprint - refer to the course Blackboard site for further details.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：4. Globalization of Services & Assessment Items Briefing We explore the concept of globalization in the context of international service operations management and strategic approaches for operations in the international context. A briefing of the assessment items 1 & 2 to give students clarity around each assessment task and marking criteria etc as well as allow for student Questions. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 4. Globalization of Services & Assessment Items Briefing We explore the concept of globalization in the context of international service operations management and strategic approaches for operations in the international context. A briefing of the assessment items 1 & 2 to give students clarity around each assessment task and marking criteria etc as well as allow for student Questions., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“4. Globalization of Services & Assessment Items Briefing We explore the concept of globalization in the context of international service operations management and strategic approaches for operations in the international context. A briefing of the assessment items 1 & 2 to give students clarity around each assessment task and marking criteria etc as well as allow for student Questions.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：5. The Service Encounter This week we zoom in to explore the service encounter - the interaction between the customer and the service organization and cover theory concepts including the service encounter triad and service profit chain. Student assessment oral presentations delivered in class. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 5. The Service Encounter This week we zoom in to explore the service encounter - the interaction between the customer and the service organization and cover theory concepts including the service encounter triad and service profit chain. Student assessment oral presentations delivered in class., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“5. The Service Encounter This week we zoom in to explore the service encounter - the interaction between the customer and the service organization and cover theory concepts including the service encounter triad and service profit chain. Student assessment oral presentations delivered in class.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：6. Service Process Improvement This week we dive deeper in to how can managers at service firms make improvements to service operations, in particular the service process. We will cover key concepts relating to quality tools, process flow and also look at the cases including that of Ritz Carlton. Student assessment oral presentations delivered in class. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 6. Service Process Improvement This week we dive deeper in to how can managers at service firms make improvements to service operations, in particular the service process. We will cover key concepts relating to quality tools, process flow and also look at the cases including that of Ritz Carlton. Student assessment oral presentations delivered in class., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“6. Service Process Improvement This week we dive deeper in to how can managers at service firms make improvements to service operations, in particular the service process. We will cover key concepts relating to quality tools, process flow and also look at the cases including that of Ritz Carlton. Student assessment oral presentations delivered in class.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：7. Service Supply Relationships & Networks Service organizations operating in international markets rely on a range of stakeholders and partners upstream and downstream and we will investigate service supply chains and the concept of the network or ecosystem that these firms operate within. Student assessment oral presentations delivered in class 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 7. Service Supply Relationships & Networks Service organizations operating in international markets rely on a range of stakeholders and partners upstream and downstream and we will investigate service supply chains and the concept of the network or ecosystem that these firms operate within. Student assessment oral presentations delivered in class, analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“7. Service Supply Relationships & Networks Service organizations operating in international markets rely on a range of stakeholders and partners upstream and downstream and we will investigate service supply chains and the concept of the network or ecosystem that these firms operate within. Student assessment oral presentations delivered in class”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：8. Service Quality This week we will cover the concept of Service Quality in international service operations and this includes learning about the the dimensions of service quality. We will use the service quality gap model to diagnose quality problems and also cover a range of other important concepts. Student assessment oral presentations delivered in class. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 8. Service Quality This week we will cover the concept of Service Quality in international service operations and this includes learning about the the dimensions of service quality. We will use the service quality gap model to diagnose quality problems and also cover a range of other important concepts. Student assessment oral presentations delivered in class., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“8. Service Quality This week we will cover the concept of Service Quality in international service operations and this includes learning about the the dimensions of service quality. We will use the service quality gap model to diagnose quality problems and also cover a range of other important concepts. Student assessment oral presentations delivered in class.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：9. Digital Service Operations Management We will cover contemporary topics including digital transformation of service operations and customer and employee experience of digital technologies. Student assessment oral presentations delivered in class 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 9. Digital Service Operations Management We will cover contemporary topics including digital transformation of service operations and customer and employee experience of digital technologies. Student assessment oral presentations delivered in class, analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“9. Digital Service Operations Management We will cover contemporary topics including digital transformation of service operations and customer and employee experience of digital technologies. Student assessment oral presentations delivered in class”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：10. Service Leadership & Teams This week we will look at the role of strategic service leadership and the activities undertaken, compare and contrast leadership models and evaluate the benefits of teamwork in service operations. This week there will be no student assessment presentations Please Note: Public Holiday Monday 6th October. Please check Blackboard Announcements alternative arrangements for affected students. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 10. Service Leadership & Teams This week we will look at the role of strategic service leadership and the activities undertaken, compare and contrast leadership models and evaluate the benefits of teamwork in service operations. This week there will be no student assessment presentations Please Note: Public Holiday Monday 6th October. Please check Blackboard Announcements alternative arrangements for affected students., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“10. Service Leadership & Teams This week we will look at the role of strategic service leadership and the activities undertaken, compare and contrast leadership models and evaluate the benefits of teamwork in service operations. This week there will be no student assessment presentations Please Note: Public Holiday Monday 6th October. Please check Blackboard Announcements alternative arrangements for affected students.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：11. Sustainable Service Operations This week we cover sustainability in service operations and look at this topic from a number of perspectives. Student assessment oral presentations delivered in class. Student assessment oral presentations delivered in class. 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 11. Sustainable Service Operations This week we cover sustainability in service operations and look at this topic from a number of perspectives. Student assessment oral presentations delivered in class. Student assessment oral presentations delivered in class., analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“11. Sustainable Service Operations This week we cover sustainability in service operations and look at this topic from a number of perspectives. Student assessment oral presentations delivered in class. Student assessment oral presentations delivered in class.”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：12. Service Operations Performance & Pursuit of Simplicity This week we cover service operations performance as well as the interesting topic of simplicity in services. Student assessment presentations 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 12. Service Operations Performance & Pursuit of Simplicity This week we cover service operations performance as well as the interesting topic of simplicity in services. Student assessment presentations, analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“12. Service Operations Performance & Pursuit of Simplicity This week we cover service operations performance as well as the interesting topic of simplicity in services. Student assessment presentations”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）

### 📖 核心知识点：13. Final Assessment Briefing Course review Student assessment presentations 本周内容基于 UQ 官方 Course Profile 的 Learning activities。先理解定义边界，再做 tutorial/workshop 练习，最后用新场景复述方法，形成可迁移的答题框架。 - **核心概念/公式**: 13. Final Assessment Briefing Course review Student assessment presentations, analysis, modelling, application ⏰ **本周节奏**: 难度 ⭐⭐⭐ | 预计投入 8h（Lecture 2h + 自学 3h + 作业/Lab 3h） 🎯 **考试关联**: 常见题型为概念辨析 + 场景应用，建议用“问题-方法-理由”组织答案。 🧪 **Tutorial/Lab**: 围绕“13. Final Assessment Briefing Course review Student assessment presentations”完成练习并记录错因。 📌 **作业关联**: 对应本周作业模块，建议本周完成第一版。 ⚠️ **易错点**: 只记结论不做推导，综合题容易失分。 ，IBUS7322）