服務模式的體驗、設計與創新：從痛點到賣點

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服務模式的體驗、設計與創新：從痛點到賣點

National Taiwan University

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。
在這門課中，我們將探討數位時代中如何進行服務設計與服務營運，一方面改進顧客的體驗，一方面也結合收益管理與平臺策略去為企業設定合適的商業模式。
為了兼顧理論與實務，我們集結了臺大管理學院的三位教授以及來自國泰金控的業界專家，透過包含金融、零售、醫療、交通、網路等各產業的案例，與大家一起從學理和產業的角度探討數位時代的服務管理。... 

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Comece imediatamente e aprenda em seu próprio cronograma.

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.

Nível iniciante

Sugerido: 5 hours/week

Aprox. 9 horas restantes

Chinese (Traditional)

Legendas: Chinese (Traditional)

cursos 100% online

Comece imediatamente e aprenda em seu próprio cronograma.

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.

Nível iniciante

Sugerido: 5 hours/week

Aprox. 9 horas restantes

Chinese (Traditional)

Legendas: Chinese (Traditional)

Programa - O que você aprenderá com este curso

1

Seção

2 horas para concluir

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。...

11 vídeos (Total de 71 min), 7 leituras, 2 testes

11 videos

3分鐘課程簡介短片2min

1-0-1 服務模式課程綜覽11min

1-0-2 第一週課程概述min

1-1-1 典型購物及結帳流程 vs. Amazon Go5min

1-1-2 經濟模式分類7min

1-1-3 體驗的四個領域10min

1-1-4 商品體驗化與使用者經驗6min

1-2 體驗經濟的案例：墨西哥水泥公司4min

1-3-1 何謂顧客犧牲6min

1-3-2 四種顧客犧牲9min

第一週課程小結4min

7 leituras

Syllabus5min

認識授課團隊&製作團隊2min

常見問題 (FAQs)5min

NTU MOOC課程問題詢問與回報管道1min

本週課程教師簡介：余峻瑜老師5min

Coursera 題組大挑戰　闖關說明1min

延伸閱讀：《體驗經濟時代》5min

2 exercícios práticos

課前問卷 (Pre-survey)6min

第一週測驗（選擇題，計分）min

2

Seção

2 horas para concluir

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。...

15 vídeos (Total de 69 min), 2 leituras, 1 teste

15 videos

2-0 第二週課程概述2min

2-1-1 服務設計基本概念-17min

2-1-2 服務設計基本概念-25min

2-1-3 服務設計規劃模式5min

2-2-1 顧客旅程地圖4min

2-2-2 如何繪製顧客旅程地圖8min

2-2-3 繪製顧客旅程地圖時該問的五個問題2min

2-2-4 顧客旅程地圖範例 1~32min

2-3-1 痛點與顧客犧牲1min

2-3-2 同理心設計12min

2-3-3 同理心設計的應用盲點1min

2-3-4 同理心設計的流程2min

2-4-1 服務藍圖7min

2-4-2 顧客旅程地圖 vs 服務藍圖4min

第二週課程小結2min

2 leituras

延伸閱讀：〈The Service Concept: The Missing Link in Service Design Research〉5min

延伸閱讀：〈Spark Inovation through Empathic Design〉　5min

1 exercício prático

第二週測驗（選擇題，計分）10min

3

Seção

2 horas para concluir

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。...

12 vídeos (Total de 84 min), 2 leituras, 1 teste

12 videos

3-0 第三週課程概述1min

3-1-1 服務的三大定義2min

3-1-2 服務作業的五大特性4min

3-1-3 服務營運管理1min

3-1-4 服務三大策略11min

3-2-1 六標準差9min

3-2-2 DMAIC分析工具2min

3-2-3 案例1：網路購物客訴流程8min

3-2-4 案例2：商業銀行營業交易流程9min

3-3-1 服務創新的種類8min

3-3-2 案例：租車、銀行、二手書、飯店業11min

3-3-3 四種服務創新模式13min

2 leituras

本週課程教師簡介：郭佳瑋老師5min

延伸閱讀：《Service Management: Operations, Strategy, Information Technology》5min

1 exercício prático

第三週測驗（選擇題，計分）10min

4

Seção

2 horas para concluir

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。...

14 vídeos (Total de 76 min), 2 leituras, 1 teste

14 videos

4-0 第四週課程概述1min

4-1-1 收益管理前言8min

4-1-2 如何差別定價7min

4-1-3 差別定價之應用1~3：航空業、服飾業、電影業7min

4-1-4 收益管理的挑戰與限制6min

4-2-1 差別定價7min

4-2-2 三級歧視2min

4-3-1 常見的差別定價方法1~410min

4-3-2 Uber 動態定價8min

4-4-1 影響顧客購買行為的因素3min

4-4-2 期望理論2min

4-4-3 心理預算4min

4-4-4 消費者心理與公平性4min

第四週課程小結1min

2 leituras

延伸閱讀：《Pricing and Revenue Optimization》5min

延伸閱讀：《洞悉價格背後的心理戰》5min

1 exercício prático

第四週測驗（選擇題，計分）10min

Instrutores

孔令傑

助理教授(Assistant Professor)

資訊管理學系(Department of Information Management)

郭佳瑋

教授(Professor)

工商管理學系(Department of Business Administration)

余峻瑜

助理教授 (Assistant Professor)

工商管理學系 (Department of Business Administration)

Sobre 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/...

Perguntas Frequentes – FAQ

When will I have access to the lectures and assignments?
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.
What will I get if I purchase the Certificate?
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.
What is the refund policy?
Is financial aid available?

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服務模式的體驗、設計與創新：從痛點到賣點

服務模式的體驗、設計與創新：從痛點到賣點

cursos 100% online

Prazos flexíveis

Nível iniciante

Sugerido: 5 hours/week

Chinese (Traditional)

cursos 100% online

Prazos flexíveis

Nível iniciante

Sugerido: 5 hours/week

Chinese (Traditional)

Programa - O que você aprenderá com este curso

1

體驗經濟與服務設計(上)

2

體驗經濟與服務設計(下)

3

服務管理與服務創新

4

收益管理

Instrutores

孔令傑

郭佳瑋

余峻瑜

陳冠學

Sobre National Taiwan University

Perguntas Frequentes – FAQ