Culture of Services: Paradox of Customer Relations

MOOC
Language
English
Duration
10 months
Certificate
Certification paid
Course by EdX
What will you learn?
Radical perspective on the culture of customer service
Basics of customer service research
How to critique and design services
How to analyze customer interactions
About the course
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.
Program
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.
Lecturers
Yutaka Yamauchi
Yutaka Yamauchi
Associate Professor, Graduate School of Management Kyoto University
Platform
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All the courses on this platform are free of charge. The authors are top universities and corporations that seek to maintain high quality standards. If you do not meet a deadline for assignments, you lose points. Like on other platforms, the videos in which the theory is explained are followed by practical assignments. Courses are available in English, Chinese, Spanish, French and Hindi.
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