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The University of Massachusetts Amherst

Special Topics- Service Experience Management


In the U.S. approximately 82% of the work force and 80% of the GDP is accounted for by service. To create value for customers, firms must connect with the customers and must create experiences that are memorable and have value for each individual customer. Service experience management is the process of strategically managing a customer's entire experience with a product, service, and company. This course focuses on understanding service experience management in terms of external, internal, and interactive marketing and management principles.
Course Details

Fall 2021

Sep 1, 2021 - Dec 8, 2021
Melissa Baker
Base Cost: $1,446 ($482/credit)
Term Fee: $47
Start date: Sep 01, 2021
End date: Dec 08, 2021
Last day to add: Sep 15, 2021
Last day to drop: Sep 15, 2021
Last day to withdraw: Oct 28, 2021