- From www.edx.org
Culture of Services: Paradox of Customer Relations
МООК
en
Английский
Subtitles available
24 h
This content is rated 0 out of 5
- Self-paced
- Free Access
- Fee-based Certificate
- 8 Sequences
- Introductive Level
- Субтитры доступны на 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
Platform
EdX est une plateforme d'apprentissage en ligne (dite FLOT ou MOOC). Elle héberge et met gratuitement à disposition des cours en ligne de niveau universitaire à travers le monde entier. Elle mène également des recherches sur l'apprentissage en ligne et la façon dont les utilisateurs utilisent celle-ci. Elle est à but non lucratif et la plateforme utilise un logiciel open source.
EdX a été fondée par le Massachusetts Institute of Technology et par l'université Harvard en mai 2012. En 2014, environ 50 écoles, associations et organisations internationales offrent ou projettent d'offrir des cours sur EdX. En juillet 2014, elle avait plus de 2,5 millions d'utilisateurs suivant plus de 200 cours en ligne.
Les deux universités américaines qui financent la plateforme ont investi 60 millions USD dans son développement. La plateforme France Université Numérique utilise la technologie openedX, supportée par Google.
This content is rated 4.5 out of 5
(no review)This content is rated 4.5 out of 5
(no review)Complete this resource to write a review