服务文化:客户关系的新视角

Culture of Services: New Perspective on Customer Relations

Learn how to analyze and understand the difficult dynamics of customer service.

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京都大学
edX
  • 完成时间大约为 8
  • 初级
  • 英语
注:因开课平台的各种因素变化,以上开课日期仅供参考

你将学到什么

Basic understanding of the culture of customer service

Basics of customer service research

How to critique and design services

How to analyze customer interactions

课程概况

Customer service is a complex phenomenon where people engage in an extended interaction to co-create value. This course focuses on social and cultural aspects of services.

In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual services. Through discussions of a variety of services such as sushi bars, restaurants, hotels and apparel, you will explore the nuanced and paradoxical nature of customer relations and discuss how to design services from cultural perspective.

This MOOC is sponsored by the Society for Serviceology.

预备知识

None. This course is designed for undergraduate and graduate students who are interested in services.

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