相較於製造業強調「貨品」與「製造流程」的管理，服務業則強調「人」與「服務流程」的管理。在數位時代，科技是企業拉近與顧客距離的關鍵策略性工具，但如何以人為本，則是企業在新時代的挑戰。
服務模式的體驗、設計與創新：從痛點到賣點 (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points)
服務模式的體驗、設計與創新：從痛點到賣點 (Experience, Design, and Innovation of Service Models: from Pain Points to Selling Points)
Instructors: 孔令傑 (Ling-Chieh Kung)
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4.8
(147 reviews)
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No prior experience required
13 hours to complete
3 weeks at 4 hours a week
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Assessments
6 assignments
Taught in Chinese (Traditional)
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There are 6 modules in this course
讓學習者了解經濟模式分類、體驗的四個領域、展示體驗經濟在現實生活中應用的案例、並舉出四種類型的顧客犧牲。
What's included
11 videos7 readings1 assignment3 discussion prompts
了解顧客痛點、顧客犧牲以及同理心設計的概念，了解顧客旅程地圖及服務藍圖的差異、並將其應用在實際生活當中。
What's included
15 videos2 readings1 assignment1 discussion prompt
讓學習者了解服務營運基本意涵及如何應用創新於消費者服務體驗，課程中介紹不同服務營運工具及執行服務創新的基本元素。
What's included
12 videos2 readings1 assignment4 discussion prompts
讓學習者理解收益管理及動態定價的基本觀念，並能運用動態定價在實際生活中，課程中並剖析可執行收益管理的場合及相關運用。
What's included
14 videos2 readings1 assignment1 discussion prompt
讓學習者瞭解多邊平臺的基本概念、平臺經濟學、經營平臺的選擇考量，以及平臺中的收益模式。
What's included
17 videos3 readings1 assignment3 discussion prompts
本單元首先以國泰世華銀行信用卡個案，揭開複雜金融產品設計的面紗。再詳述設計產品過程遇到的瓶頸與挑戰。上完這堂課之後，學生應能從已知的公開資訊中，以及前幾堂課程的概念，學會洞察產品問題，進而提出符合實際市場需求的具體建議。
What's included
9 videos2 readings1 assignment1 discussion prompt
Instructors
Instructor ratings
4.7 (38 ratings)Offered by
Recommended if you're interested in Business Strategy
Peking University
University of Pennsylvania
Fudan University
National Taiwan University
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4.8
147 reviews
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MC
5
Reviewed on Jul 8, 2021
很實用的課程，可以學習到消費者使用服務的體驗流程，服務的設計與策略，收益管理與定價策略，還是平台的策略。
TD
5
Reviewed on Feb 10, 2020
非常棒的课程！讲师们的思路非常清晰！l理论和案例结合的非常好，很充实也很有趣！老师们推荐的延伸阅读书籍也非常好，帮助在这个点开拓视野。赞!
SW
5
Reviewed on Nov 10, 2019
教授講授條理分明 理論與實務並陳 並搭配國內實際成功個案 很受用!
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