相较於製造业强调「货品」与「製造流程」的管理，服务业则强调「人」与「服务流程」的管理。在数位时代，科技是公司拉近与顾客距离的关键策略性工具，但如何以人為本，则是公司在新时代的挑战。
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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Gain insight into a topic and learn the fundamentals.
4.8
(149 reviews)
Beginner level
No prior experience required
1 week to complete
at 10 hours a week
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Learn at your own pace
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Assessments
6 assignments
Taught in Chinese (Traditional)
See how employees at top companies are mastering in-demand skills
There are 6 modules in this course
让学习者了解经济模式分类、体验的四个领域、展示体验经济在现实生活中应用的案例、并举出四种类型的顾客牺牲。
What's included
11 videos7 readings1 assignment3 discussion prompts
了解顾客痛点、顾客牺牲以及同理心设计的概念，了解顾客旅程地图及服务蓝图的差异、并将其应用在实际生活当中。
What's included
15 videos2 readings1 assignment1 discussion prompt
让学习者了解服务营运基本意涵及如何应用创新於消费者服务体验，课程中介绍不同服务营运工具及执行服务创新的基本元素。
What's included
12 videos2 readings1 assignment4 discussion prompts
让学习者理解收益管理及动态定价的基本观念，并能运用动态定价在实际生活中，课程中并剖析可执行收益管理的场合及相关运用。
What's included
14 videos2 readings1 assignment1 discussion prompt
让学习者瞭解多边平臺的基本概念、平臺经济学、经营平臺的选择考量，以及平臺中的收益模式。
What's included
17 videos3 readings1 assignment3 discussion prompts
本单元首先以国泰世华银行信用卡个案，揭开复杂金融产物设计的面纱。再详述设计产物过程遇到的瓶颈与挑战。上完这堂课之后，学生应能从已知的公开资讯中，以及前几堂课程的概念，学会洞察产物问题，进而提出符合实际市场需求的具体建议。
What's included
9 videos2 readings1 assignment1 discussion prompt
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4.7 (38 ratings)Offered by
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Northeastern University
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4.8
149 reviews
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AL
5
Reviewed on Apr 8, 2021
深入浅出，章节划分也很合理，是很棒的服务体验入门课！理论、案例兼具，最后结合实际的金融产业服务案例非常棒，谢谢四位老师～
MC
5
Reviewed on Jul 9, 2021
很实用的课程，可以学习到消费者使用服务的体验流程，服务的设计与策略，收益管理与定价策略，还是平台的策略。
YC
5
Reviewed on Jul 4, 2021
This course is very helpful for beginner to learn how to start a business.
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