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。
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)
Sponsored by Coursera Learning Team
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Gain insight into a topic and learn the fundamentals.
4.8
(149 reviews)
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No prior experience required
13 hours to complete
3 weeks at 4 hours a week
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Learn at your own pace
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6 assignments
Taught in Chinese (Traditional)
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There are 6 modules in this course
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。
What's included
11 videos7 readings1 assignment3 discussion prompts
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。
What's included
15 videos2 readings1 assignment1 discussion prompt
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。
What's included
12 videos2 readings1 assignment4 discussion prompts
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。
What's included
14 videos2 readings1 assignment1 discussion prompt
讓學習者瞭解多邊平臺的基本概念、平臺經濟學、經營平臺的選擇考量，以及平臺中的收益模式。
What's included
17 videos3 readings1 assignment3 discussion prompts
本單元首先以國泰世華銀行信用卡個案，揭開複雜金融產品設計的面紗。再詳述設計產品過程遇到的瓶頸與挑戰。上完這堂課之後，學生應能從已知的公開資訊中，以及前幾堂課程的概念，學會洞察產品問題，進而提出符合實際市場需求的具體建議。
What's included
9 videos2 readings1 assignment1 discussion prompt
Instructors
Instructor ratings
4.7 (38 ratings)Offered by
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4.8
149 reviews
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Showing 3 of 149
WL
5
Reviewed on Dec 19, 2020
適合初學者學習的課程。老師們講解的都很清楚，從服務設計，到定價策略，再到平台的概念，以及最後將服務設計應用在銀行的案例解說，我認為是很全面的課程，讓人想更深入學習 ^w^
MC
5
Reviewed on Jul 9, 2021
很實用的課程，可以學習到消費者使用服務的體驗流程，服務的設計與策略，收益管理與定價策略，還是平台的策略。
AL
5
Reviewed on Apr 8, 2021
深入淺出，章節劃分也很合理，是很棒的服務體驗入門課！理論、案例兼具，最後結合實際的金融產業服務案例非常棒，謝謝四位老師～
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