Course Schedule - Spring Semester 2020

     

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: 24292)

CUSTOMER EXPERIENCE MANAGEMENT

Long Title: CUSTOMER EXPERIENCE MANAGEMENT
Department: Management
Instructor: Dholakia, Utpal
Meetings:
1:30PM - 6:00PM S (11-JAN-2020 - 11-JAN-2020) 
8:00AM - 12:30PM S (25-JAN-2020 - 25-JAN-2020) 
1:30PM - 6:00PM S (8-FEB-2020 - 8-FEB-2020) 
8:00AM - 12:30PM S (22-FEB-2020 - 22-FEB-2020) 
10:30AM - 12:30PM F (6-MAR-2020 - 6-MAR-2020) 
Part of Term: 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: 18-MAY-2024 9:08PM
 
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.