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Culture of Services: Paradox of Customer Relations
Course
en
English
Subtitles available
24 h
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- Self-paced
- Free Access
- Fee-based Certificate
- 8 Sequences
- Introductive Level
- Subtitles in English
Course details
Syllabus
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
Prerequisite
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.
Instructors
Yutaka Yamauchi
Professor, Graduate School of Management
Kyoto University
Nao Sato
Ph. D candidate, Graduate School of Informatics
Kyoto University
Editor
Kyoto University
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