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 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.


Beauties _ Bear_Umai_Final.pdfSushi ho jia_0614.docx
Team_stars_WORD.docxteam one service marketing final .docx


Sushi you jia.pdfTeam one.pdf
beauties and bear.pdfthe stars.pdf


Beauties _ Bear_Starbucks.pdfGroup 1.mp4
Group 2.mp4Group 3.mp4
Group 4.mp4Stars.pdf
Sushi ho jia_Subway.pdfTeam one.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 4


Class 5


Class 6

CH5 Relationship Marketing and Customer Loyalty.pdfCL-1.mp4

Class 8

Case McDonalds and KFC in China.pdf

Class 12

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

Class 13


Class 14

Alaska - influence use - G2.pdfAlaska - is the move good - G3.pdf
Alaska - more - G1.pdfAlaska - other tech - G4.pdf

Class 15

Design of delivery systems.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".