服务文化:客户关系的悖论

Culture of Services: Paradox of Customer Relations

Understand the subtle and sometimes counter-intuitive dynamics of customer relations. Learn a fresh, cultural perspective on service-focused industries.

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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

Radical perspective on 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

Services are everywhere in our society. We cannot live without them. More than 70% of advanced economies fall under the category of the service sector. Other sectors, such as agriculture and manufacturing, also seek to incorporate service business.

What is service? While the existing discourse on services emphasizes customer satisfaction, hospitality, and clear design, this course offers a radically new perspective on services.

The coursework will explore major underlying theories of service, including customer satisfaction and service quality. In addition, learners will be exposed to competitive analyses, and explore the contradictory relationships inherent in services from an intersubjective perspective.

In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual service organizations. Through discussions of a variety of services such as sushi bars, restaurants, hotels, and apparel, you will explore the complex nuances and begin to see services differently.

课程大纲

Week1: Introduction

Discuss the general characteristics of service
Week 2: Service experience: Comparative analysis

We can start to see the paradoxical nature of service.
Week 3: Existing theories of service

Review some major theories of service such as customer satisfaction and service quality.
Week 4: Ethnomethodology: Analysis of customer interactions

Learn to analyze recorded interactions in detail
Week 5: Hospitality: A critical perspective

Gain a critical understanding of the concept of hospitality
Week 6: Aesthetic of service: Taste and manners

Learn the social struggle over cultural aesthetic, taste, and manners.
Week 7: Dialectic of customer relations

Understand the contradictory relationship of service from intersubjective perspective
Week 8: Service design from cultural perspective

Discuss service design that goes beyond human-centered design

预备知识

No prerequisites. This course is designed for undergraduate and graduate students who are interested in services. Although some advanced theoretical materials are included, the theme (services) should be familiar to everyone. Students are expected to complete several assignments throughout the course. In these assignments, students will observe, document, and analyze services around them.

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