Course Schedule - Spring Semester 2019

     

MGMT 778 003 (CRN: 26342)

CUSTOMER EXPERIENCE MANAGEMENT

Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal M.
Meetings:
8:00AM - 12:30PM S MCN 316 (5-JAN-2019 - 5-JAN-2019) 
1:30PM - 6:00PM S MCN 316 (19-JAN-2019 - 19-JAN-2019) 
8:00AM - 12:30PM S MCN 316 (2-FEB-2019 - 2-FEB-2019) 
1:30PM - 6:00PM S MCN 316 (16-FEB-2019 - 16-FEB-2019) 
1:30PM - 3:30PM F MCN 316 (1-MAR-2019 - 1-MAR-2019) 
Session: EMBA Term IV
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 - Executive Program
Must be enrolled in one of the following Level(s):
Graduate
Section Max Enrollment: 36
Section Enrolled: 3
Enrollment data as of: 26-SEP-2021 9:06PM
 
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.