About this Course
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Learner Career Outcomes

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got a tangible career benefit from this course

100% online

Start instantly and learn at your own schedule.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Beginner Level

Approx. 12 hours to complete

Suggested: 9 hours/week...

Chinese (Traditional)

Subtitles: Chinese (Traditional)

Learner Career Outcomes

50%

got a tangible career benefit from this course

100% online

Start instantly and learn at your own schedule.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Beginner Level

Approx. 12 hours to complete

Suggested: 9 hours/week...

Chinese (Traditional)

Subtitles: Chinese (Traditional)

Syllabus - What you will learn from this course

Week
1
2 hours to complete

體驗經濟與服務設計(上)

11 videos (Total 71 min), 7 readings, 1 quiz
11 videos
1-0-1 服務模式課程綜覽11m
1-0-2 第一週課程概述44s
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
7 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
1 practice exercise
第一週測驗(選擇題,計分)
Week
2
2 hours to complete

體驗經濟與服務設計(下)

15 videos (Total 69 min), 2 readings, 1 quiz
15 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
2 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
1 practice exercise
第二週測驗(選擇題,計分)10m
Week
3
2 hours to complete

服務管理與服務創新

12 videos (Total 84 min), 2 readings, 1 quiz
12 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
2 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
1 practice exercise
第三週測驗(選擇題,計分)10m
Week
4
2 hours to complete

收益管理

14 videos (Total 76 min), 2 readings, 1 quiz
14 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
2 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
1 practice exercise
第四週測驗(選擇題,計分)10m
4.7
15 ReviewsChevron Right

Top reviews from 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)

By PLAug 22nd 2018

很喜歡Coursera題組大挑戰的題目設計,題目由淺入深,有些很直覺可以回答(也比較多人回答),有些要花比較多心力思考(討論區空空的很寂寞...),不過自己覺得有認真想過答案後,就比較能體會老師解說的內容了~謝謝製作團隊的用心!

By SWNov 11th 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!\n\n建議螢幕上的講義能夠隨連結下載

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.