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

download here

Mini-introduction This is an opportunity to tell me more about yourself. Please download the mini-introduction, fill it up, save it as [your_name].pdf and upload to my website (below).

download here

Course projects This course if project based. There are four presentations to complete.

download mid-term here

download final here

Peer assessment For the mid-term and final you need to complete this form. Please read the instructions.

download the feedback form here

Getting Ahead   Project examples Each example includes the group project, the presentation files and my comments and feedback. Read look at these examples and learn from them. How will your project be better?
example 1 example 2
Getting Seen   Photos See 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 (/ ), quotation marks (") or Chinese characters. You can use RAR or ZIP for multiple files.



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

COS excercise

Amber_js.pdfBelinda_js.pdf
Chloe_js.pdfDorris_js.pdf
Ellie_js.pdfJamie_js.pdf
Jason _js.pdfJia_js.pdf
Leo_js.pdfMarina_js.pdf
Patty_js.pdfPenny_js.pdf
Ryan_js.pdfSerina_js.pdf
Sibyl_js.pdfSteven_js.pdf
Vanessa_js.pdf

Final

Lucky-star-Haidilao Final_js.pdfMCDJ_Shi Erguo Final_js.pdf
Positive vibes_85°C Bakery Cafe-Final Project_js.pdfSRJJ_js.pdf
Sandy Fans Club_js.pdf

Getting Class Materials  

Reference Take a look at these videos or read these files. They are part of our class. These files are big. Use a fast connection to download! Some files need the FLV player found here.

Class 2

Chapter 1 Lovelock et al.pdf

Class 5

SQ1.mp4 SQ2.mp4
SQ3.mp4 SQ4.mp4
SQ5.mp4 SQ6.mp4

Class 6

Case McDonalds and KFC in China.pdf

Class 7

listening_to_customers_2.pdf

Class 12

280 Chinese Attitudes to Service Technology slides.pdf Chinese metaphors, motives and narratives in self-service presentation.pdf

Class 13

Alaska-2.pdf Alaska - Lucky Stars.pdf
Alaska - MCDJ.pdf Alaska - Positive Vibes.pdf
Alaska - SRJJ.pdf Alaska - Sandy fans club.pdf

Class 14

Design of delivery systems.pdf

Class 15

CL-1.mp4 CL-2.mp4
CL-3.mp4 Customer loyalty.pdf
Giving Feedback  

Give feedback Feedback helps improve classes. This is not connected with your grade. It is anonymous. Thank you for your input. Click here to complete the form and click "submit".