Course Schedule - Spring Semester 2019

     

MGMT 778 002 (CRN: 26306)

CUSTOMER EXPERIENCE MANAGEMENT

Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal M.
Meeting: 6:15PM - 9:30PM T MCN 317 (12-MAR-2019 - 16-APR-2019) 
Session: MBA Term II
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 for Professional Extended
MBA for Professional Weekend
MBA
MBA for Professionals
Must be enrolled in one of the following Level(s):
Graduate
Section Max Enrollment: 36
Section Enrolled: 12
Enrollment data as of: 26-SEP-2021 8:26PM
 
Additional Fees: None
 
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.