Culture of Services: Paradox of Customer Relations
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Culture of Services: Paradox of Customer Relations at edX Overview
Duration | 12 hours |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Beginner |
Credential | Certificate |
Culture of Services: Paradox of Customer Relations at edX Highlights
- Offered By University of California, Davis
- Learn from expert faculty of Kyoto University
- A great course for learning Front Office
- Earn a certificate upon successful completion
Culture of Services: Paradox of Customer Relations at edX Course details
- Radical perspective on the culture of customer service
- Basics of customer service research
- How to critique and design services
- How to analyze customer interactions
- 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.
Culture of Services: Paradox of Customer Relations at edX Curriculum
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
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