Culture of Services: New Perspective on Customer Relations - Kyoto University

edX

Course

Online

Free

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Description

  • Type

    Course

  • Methodology

    Online

  • Start date

    Different dates available

Learn how to analyze and understand the difficult dynamics of customer service.  The following course, offered by Edx, will help you improve your skills and achieve your professional goals. During the program you will study different subjects which are deemed to be useful for those who want to enhance their professional career. Sign up for more information!

Facilities

Location

Start date

Online

Start date

Different dates availableEnrolment now open

About this course

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This centre's achievements

2017

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 8 years

Subjects

  • Perspective
  • Customer
  • Business
  • Customer Service
  • Sociology

Course programme

Customer service is a complex phenomenon where people engage in an extended interaction to co-create value. This course focuses on social and cultural aspects of services. In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual services. Through discussions of a variety of services such as sushi bars, restaurants, hotels and apparel, you will explore the nuanced and paradoxical nature of customer relations and discuss how to design services from cultural perspective. This MOOC is sponsored by the Society for Serviceology.

What you'll learn
  • Basic understanding of the culture of customer service
  • Basics of customer service research
  • How to critique and design services
  • How to analyze customer interactions

Additional information

Yutaka Yamauchi Yutaka is Associate Professor at Kyoto University, Graduate School of Management. Prior to joining GSM in September 2010, he was a researcher at Palo Alto Research Center (PARC), a Xerox Company. He obtained Masters and Bachelors degrees in Computer Science from Kyoto University and Ph.D. in Management from UCLA Anderson School. You can learn more about Dr. Yutaka on his website, http://yamauchi.net/. Nao Sato Nao is a Ph. D candidate of Graduate School of Informatics, Kyoto University. 

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Culture of Services: New Perspective on Customer Relations - Kyoto University

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