About this Course
4.6
28 ratings
5 reviews
100% online

100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Beginner Level

Beginner Level

Hours to complete

Approx. 13 hours to complete

Suggested: 7 hours/week...
Available languages

Chinese (Traditional)

Subtitles: Chinese (Traditional)
100% online

100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Beginner Level

Beginner Level

Hours to complete

Approx. 13 hours to complete

Suggested: 7 hours/week...
Available languages

Chinese (Traditional)

Subtitles: Chinese (Traditional)

Syllabus - What you will learn from this course

Week
1
Hours to complete
2 hours to complete

體驗經濟與服務設計(上)

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。...
Reading
11 videos (Total 71 min), 7 readings, 2 quizzes
Video11 videos
1-0-1 服務模式課程綜覽11m
1-0-2 第一週課程概述m
1-1-1 典型購物及結帳流程 vs. Amazon Go5m
1-1-2 經濟模式分類7m
1-1-3 體驗的四個領域10m
1-1-4 商品體驗化與使用者經驗6m
1-2 體驗經濟的案例:墨西哥水泥公司4m
1-3-1 何謂顧客犧牲6m
1-3-2 四種顧客犧牲9m
第一週課程小結4m
Reading7 readings
Syllabus5m
認識授課團隊&製作團隊2m
常見問題 (FAQs)5m
NTU MOOC課程問題詢問與回報管道1m
本週課程教師簡介:余峻瑜老師5m
Coursera 題組大挑戰 闖關說明1m
延伸閱讀:《體驗經濟時代》5m
Quiz2 practice exercises
課前問卷 (Pre-survey)6m
第一週測驗(選擇題,計分)0
Week
2
Hours to complete
2 hours to complete

體驗經濟與服務設計(下)

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。...
Reading
15 videos (Total 69 min), 2 readings, 1 quiz
Video15 videos
2-1-1 服務設計基本概念-17m
2-1-2 服務設計基本概念-25m
2-1-3 服務設計規劃模式5m
2-2-1 顧客旅程地圖4m
2-2-2 如何繪製顧客旅程地圖8m
2-2-3 繪製顧客旅程地圖時該問的五個問題2m
2-2-4 顧客旅程地圖範例 1~32m
2-3-1 痛點與顧客犧牲1m
2-3-2 同理心設計12m
2-3-3 同理心設計的應用盲點1m
2-3-4 同理心設計的流程2m
2-4-1 服務藍圖7m
2-4-2 顧客旅程地圖 vs 服務藍圖4m
第二週課程小結2m
Reading2 readings
延伸閱讀:〈The Service Concept: The Missing Link in Service Design Research〉5m
延伸閱讀:〈Spark Inovation through Empathic Design〉 5m
Quiz1 practice exercise
第二週測驗(選擇題,計分)10m
Week
3
Hours to complete
2 hours to complete

服務管理與服務創新

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。...
Reading
12 videos (Total 84 min), 2 readings, 1 quiz
Video12 videos
3-1-1 服務的三大定義2m
3-1-2 服務作業的五大特性4m
3-1-3 服務營運管理1m
3-1-4 服務三大策略11m
3-2-1 六標準差9m
3-2-2 DMAIC分析工具2m
3-2-3 案例1:網路購物客訴流程8m
3-2-4 案例2:商業銀行營業交易流程9m
3-3-1 服務創新的種類8m
3-3-2 案例:租車、銀行、二手書、飯店業11m
3-3-3 四種服務創新模式13m
Reading2 readings
本週課程教師簡介:郭佳瑋老師5m
延伸閱讀:《Service Management: Operations, Strategy, Information Technology》5m
Quiz1 practice exercise
第三週測驗(選擇題,計分)10m
Week
4
Hours to complete
2 hours to complete

收益管理

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。...
Reading
14 videos (Total 76 min), 2 readings, 1 quiz
Video14 videos
4-1-1 收益管理前言8m
4-1-2 如何差別定價7m
4-1-3 差別定價之應用1~3:航空業、服飾業、電影業7m
4-1-4 收益管理的挑戰與限制6m
4-2-1 差別定價7m
4-2-2 三級歧視2m
4-3-1 常見的差別定價方法1~410m
4-3-2 Uber 動態定價8m
4-4-1 影響顧客購買行為的因素3m
4-4-2 期望理論2m
4-4-3 心理預算4m
4-4-4 消費者心理與公平性4m
第四週課程小結1m
Reading2 readings
延伸閱讀:《Pricing and Revenue Optimization》5m
延伸閱讀:《洞悉價格背後的心理戰》5m
Quiz1 practice exercise
第四週測驗(選擇題,計分)10m

Instructors

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孔令傑

副教授 (Associate Professor)
資訊管理學系 (Department of Information Management)
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郭佳瑋

教授兼系主任 (Professor and Chair)
工商管理學系 (Department of Business Administration)
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余峻瑜

助理教授 (Assistant Professor)
工商管理學系 (Department of Business Administration)
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陳冠學

國泰金控數位暨數據發展中心協理

About National Taiwan University

We firmly believe that open access to learning is a powerful socioeconomic equalizer. NTU is especially delighted to join other world-class universities on Coursera and to offer quality university courses to the Chinese-speaking population. We hope to transform the rich rewards of learning from a limited commodity to an experience available to all. More courses information, the official Facebook Page: https://www.facebook.com/ntumooc2017/...

Frequently Asked Questions

  • Once you enroll for a Certificate, you’ll have access to all videos, quizzes, and programming assignments (if applicable). Peer review assignments can only be submitted and reviewed once your session has begun. If you choose to explore the course without purchasing, you may not be able to access certain assignments.

  • When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.

More questions? Visit the Learner Help Center.