Look Who it Was Random video

Culture of Services: Paradox of Customer Relations | KyotoUx on edX

1,698 views · Published 27 February 2018 · 2:10 · Indexed 26 October 2026

Channel: edX · 2018 · People & Blogs

Watch on YouTube

Take this course for free on edx.org: https://www.edx.org/course/culture-of-services-paradox-of-customer-relations 

Understand the subtle and sometimes counter-intuitive dynamics of customer relations. Learn a fresh, cultural perspective on service-focused industries.

Services are everywhere in our society. We cannot live without them. More than 70% of advanced economies fall under the category of the service sector. Other sectors, such as agriculture and manufacturing, also seek to incorporate service business.

What is service? While the existing discourse on services emphasizes customer satisfaction, hospitality, and clear design, this course offers a radically new perspective on services.

The coursework will explore major underlying theories of service, including customer satisfaction and service quality. In addition, learners will be exposed to competitive analyses, and explore the contradictory relationships inherent in services from an intersubjective perspective.

In this business and management course, you will learn how to analyze customer interactions, using video data taken in actual service organizations. Through discussions of a variety of services such as sushi bars, restaurants, hotels, and apparel, you will explore the complex nuances and begin to see services differently.

More from this channel