Course Schedule and Catalog
Course Schedule - Spring Semester 2026
Meeting location information can now be found on student schedules in ESTHER (for students) or on the Course Roster in ESTHER (for faculty and instructors).Additional information available here.
Meeting location information can now be found on student schedules in ESTHER (for students) or on the Course Roster in ESTHER (for faculty and instructors).Additional information available here.
MGMT 778 003 (CRN: 25406)
CUSTOMER EXPERIENCE MANAGEMENT
Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal
Meetings:
6:30PM - 8:00PM R (26-FEB-2026 - 26-FEB-2026)
8:00AM - 12:30PM S (7-MAR-2026 - 7-MAR-2026)
6:30PM - 8:00PM R (12-MAR-2026 - 12-MAR-2026)
6:30PM - 8:00PM R (26-MAR-2026 - 26-MAR-2026)
8:00AM - 12:30PM S (4-APR-2026 - 4-APR-2026)
6:30PM - 8:00PM R (9-APR-2026 - 9-APR-2026)
Part of Term: MBA T
Grade Mode: Standard Letter
Course Type: Seminar
Language of Instruction: Taught in English
Method of Instruction: Face to Face
Credit Hours: 1.5
Course Syllabus:
Course Materials: Rice Campus Store
Restrictions:
Must be enrolled in one of the following Program(s):
MBA Hybrid
MBA for Professional Extended
MBA for Professionals
MBA for Professional Weekend
MBA - Executive Program
MBA
Must be enrolled in one of the following Level(s):
Graduate
Graduate Quadmester
Section Max Enrollment: 45
Section Enrolled: 14
Enrollment data as of: 25-NOV-2025 11:59AM
Final Exam: GR Course-Dept Schedules Exam
Description: This course examines the key issues in managing customer experience in customer-focused service organizations. Its learning objectives are to understand the customer decision journey framework, diagnose and solve problems with journey mapping, design a transformative customer experience, measure experience, and manage unforeseen mishaps and setbacks.