BU1006 - Managing the Customer Experience
| Credit points: | 03 |
| Year: | 2010 |
| Student Contribution Band: | Band 3 |
| Administered by: | School of Business |
This subject is about designing, assessing and managing the interaction between customers and business. It introduces students to a number of approaches to customer experience, a term which helps define the experience economy. In the experience economy successful businesses must orchestrate memorable events or 'experiences' for their customers. The subject uses this new paradigm as a basis for understanding traditional and emerging worlds of business. Concepts relevant to managing in the experience economy include time management, mindfulness, servicescapes, enchantment and satisfaction studies. These ideas are applied to a range of professional business services including accounting and financial services, small business operations, retail settings and the linked areas of leisure and travel businesses.
Learning Outcomes
- develop a knowledge base to comment on customer experience design;
- utilise a framework to assess customer experiences;
- demonstrate skills to design tailored strategies for enterprises to cultivate positive customer experiences;
- demonstrate an understanding of the forces shaping customers' experience.
Graduate Qualities
- The ability to define and to solve problems in at least one discipline area;
- The ability to deploy critically evaluated information to practical ends.
Availabilities | |
| Townsville, Internal, Study Period 2 | |
| Census Date 26-Aug-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Mr Alf Kuilboer, Professor Philip Pearce. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| Cairns, Internal, Study Period 2 | |
| Census Date 26-Aug-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Miss Naomi Gothard, Miss Anja Pabel. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| JCU Singapore, Internal, Study Period 51 | |
| Census Date 25-Mar-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Professor Gianna Moscardo, Professor Philip Pearce. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| JCU Singapore, Internal, Study Period 53 | |
| Census Date 18-Nov-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Professor Gianna Moscardo, Professor Philip Pearce. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| JCU Singapore, Internal, Study Period 52 | |
| Census Date 22-Jul-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Professor Gianna Moscardo, Professor Philip Pearce. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| JCU Brisbane, Internal, Study Period 22 | |
| Census Date 12-Aug-2010 | |
| Coordinator: | Professor Philip Pearce |
| Lecturers: | Professor Gianna Moscardo, Professor Philip Pearce. |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
| JCU Brisbane, Internal, Study Period 23 | |
| Census Date 09-Dec-2010 | |
| Coordinator: | Professor Philip Pearce |
| Contact hours: |
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| Assessment: | end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%). |
Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.