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BU1006 - Managing the Customer Experience

Credit points: 3
Year: 2011
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 25-Aug-2011
Coordinator: Professor Philip Pearce
Lecturers: Dr Alf Kuilboer, Dr Tingzhen Chen, Professor Philip Pearce.
Workload expectations:
  • 16 hours lectures - Weeks 1, 3, 5, 7, 9, 10, 11, 13
  • 10 hours workshops/Seminars - Weeks 2, 4, 6, 8, 12
Assessment: end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%).

Cairns, Internal, Study Period 2
Census Date 25-Aug-2011
Coordinator: Professor Philip Pearce
Lecturer: Miss Anja Pabel.
Workload expectations:
  • 16 hours lectures - Weeks 1, 3, 5, 7, 9, 11, 12, 13
  • 10 hours workshops/Seminars - Weeks 2, 4, 6, 8, 10
Assessment: end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%).

JCU Singapore, Internal, Study Period 51
Census Date 24-Mar-2011
Coordinator: Professor Philip Pearce
Workload expectations:
  • 16 hours lectures - Weeks 1, 3, 5, 7, 9, 11, 12, 13
  • 10 hours workshops/Seminars - Weeks 2, 4, 6, 8, 10
Assessment: end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%).

JCU Singapore, Internal, Study Period 52
Census Date 21-Jul-2011
Coordinator: Professor Philip Pearce
Workload expectations:
  • 16 hours lectures - Weeks 1, 3, 5, 7, 9, 11, 12, 13
  • 10 hours workshops/Seminars - Weeks 2, 4, 6, 8, 10
Assessment: end of semester exam (30% - 70%); other exams (20% - 40%); multidraft Essays (20% - 40%).

JCU Singapore, Internal, Study Period 53
Census Date 17-Nov-2011
Coordinator: Professor Philip Pearce
Workload expectations:
  • 16 hours lectures - Weeks 1, 3, 5, 7, 9, 11, 12, 13
  • 10 hours workshops/Seminars - Weeks 2, 4, 6, 8, 10
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.