Course Schedule - Spring Semester 2020

     

MGMT 778 002 (CRN: 24230)

CUSTOMER EXPERIENCE MANAGEMENT

Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal M.
Meeting: 6:15PM - 9:30PM W MCN 314 (21-JAN-2020 - 2-MAR-2020) 
Session: MBA Term I
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 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: 65
Section Enrolled: 27
Enrollment data as of: 3-JUL-2022 10:47AM
 
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.