Course Schedule - Spring Semester 2020

     

MGMT 778 003 (CRN: 24292)

CUSTOMER EXPERIENCE MANAGEMENT

Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal M.
Meetings:
1:30PM - 6:00PM S MCN 216 (11-JAN-2020 - 11-JAN-2020) 
8:00AM - 12:30PM S MCN 216 (25-JAN-2020 - 25-JAN-2020) 
1:30PM - 6:00PM S MCN 216 (8-FEB-2020 - 8-FEB-2020) 
8:00AM - 12:30PM S MCN 216 (22-FEB-2020 - 22-FEB-2020) 
10:30AM - 12:30PM F MCN 216 (6-MAR-2020 - 6-MAR-2020) 
Session: MBA B
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
Graduate Quadmester
Section Max Enrollment: 36
Section Enrolled: 8
Enrollment data as of: 26-JUN-2022 3:14AM
 
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.