Getting Started  
Syllabus This introduces the class, lists the reading, and describes the structure of the course assessment.

download here

Mini-introduction Your introduction to me. Please complete it, save it and upload (see bottom of this page).

download here

Course projects This course has a mid term, final and individual report. Download the briefs here.

download the mid term

download the final

download the individual


Peer assessment In class we carry out peer review - both between and in-groups. Download the template for feedback here. See the instructions for use of the template.

template - between groups

template - in group

instructions for the template

Getting Ahead   Project examples Note - for 2020 the project will change. These examples give you ideas about presentation and format. Previous projects can be downloaded here for you to review.
Mid-Term example Mid-Term example Final example Final example
Getting Seen   PhotosSee previous classes here. Click on the photo to download. See who you recognize. Let them give you word-of-mouth information to help you decide if you want to participate in the class.
Getting Feedback  

Upload Use this space to upload your class projects. Please only use lower case for file names. Do not use special characters, like apostrophe ('), slash (/ ), or quotation marks (") or Chinese characters. Please upload PDF files.

Feedback Below are your projects with my feedback. Please e-mail me if you have comments or questions.



MT preliminary comments

Group 2 me.docxGroup_2_rev 2.pdf
Sara_Betty Listening to customers.pdfScooters_Chris_Kara.pdf
Scooter team me.docxSunflowers.pdf
Sunflowers me.docxSuper women.docx
super woemn me.docx

Getting Class Materials  

Reference These materials are for our class reading.

Class 1 What is service

Class 1 - case reading.pdf Class 1 - part readings.pdf
McD-G1.pdf McD-G2.pdf
McD-G3.pdf McD-G4.pdf

Class 2 Cultural roots

Chinese social orientation An integrative analysis.pdf

Class 3 Lstening to customers

Listening to customers.pdf

Class 6 Technology adoption

280 Chinese Attitudes to Service Technology slides.pdf Alaska-Scene-setting.pdf
Alaska-is-it-good-for-company.pdf Alaska-is-it-more.pdf
Alaska-technology-development.pdf Chinese metaphors, motives and narratives in self-service presentation.pdf

Class 7 Motivation

The Wang Ping Group.pdf VSM - Thresholds - part 3b.pdf
VSM - Thresholds - part 3c.pdf VSM - Thresholds - part 3d.pdf

Class 8 Service desgin

Lovelock et al C2 and C8.pdf afternoon_lean-service.ppt
blueprint construction.mp4 service_concept_delivery.pdf
Giving Feedback  

Give feedback Please complete this after the last class. This does not affect your grade. It is anonymous. Thank you for your feedback to help improve the class. Please open the form and press "submit" once you are finished.