• Radical perspective on the culture of customer service
• Basics of customer service research
• How to critique and design services
• How to analyze customer interactions

Week1: Introduction

• Discuss the general characteristics of service

Week 2: Service experience: Comparative analysis

• We can start to see the paradoxical nature of service.

Week 3: Existing theories of service

• Review some major theories of service such as customer satisfaction and service quality.

Week 4: Ethnomethodology: Analysis of customer interactions

• Learn to analyze recorded interactions in detail

Week 5: Hospitality: A critical perspective

• Gain a critical understanding of the concept of hospitality

Week 6: Aesthetic of service: Taste and manners

• Learn the social struggle over cultural aesthetic, taste,and manners.

Week 7: Dialectic of customer relations

• Understand the contradictory relationship of service from intersubjective perspective

Week 8: Service design from cultural perspective

• Discuss service design that goes beyond human-centered design

Let me congratulate you for making this MOOC, complex, but at the same time accessible. I really enjoyed it. I hope more MOOCs from you come later, and I hope to meet you one day in order to do a study in Kyoto University!!