Ultimately, the customer is the sole judge of the quality of an organizations’ offer and is the actor that, in one way or another, pays for it. Due to this, the customer experience is important and a point of departure for marketing and organizational development.
Understanding Customer Experience is an open access graduate course from the Karlstad Business School in conjunction with the Service Research Center – CTF.
Participants will upon completion of the course be able to:
– reflect on central concepts and models linked to psychological aspects of the customer experience and customer experiences of the physical environment in the service sector,
– reflect on central generic and contextual theories that explain why and how the phenomena of customer interaction is realized as well as affect strategies,
– identify and evaluate sources of information in the area of customer experience, and
– analyse, assess and handle complex customer experiences.