顧客經驗管理對遠距教育機構經營之啟示

The Implication of Customer Experience Management in the Distance Education Organization Operation

10.6423/HHHC.200805.0070

蘇鈺楠(Yu-Nan Su)

遠距教育 ； 遠距學習 ； 數位學習 ； 顧客經驗管理 ； Distance education ； Distance learning ； Digital learning ； Customer Experience Management

學校行政

55期（2008 / 05 / 01）

70 - 87

繁體中文

隨著科技的發展與社會趨勢之改變，遠距教育已逐步成為相對於傳統教育外另一支教育體系主流。然而在優勢的科技資源背後，遠距教育經營的最大挑戰是在操作線另一端面對學習者的需求與狀況之掌握，也因此本研究擬引進顧客經驗管理，期望以如企業般對待顧客積極的態度來分析與瞭解學習者。不過在引進的同時，理論原有的目標和教育面貌需求之不同也是要注意之處，因此本文將從研究旨趣與顧客經驗管理的之源起介紹起，且實際論述其執行步驟和導入時之成功關鍵因素與對遠距教育經營概念上的啟迪，最後並省思導入教育組識應考慮的問題分析，以期望能塑造出更適合遠距教育學習者的學習環境。

With the development of technology and change of societal trend, distance education has already been another main stream in education. However the biggest challenge of distance education management is how to know well about learner's need and situation. The research uses Customer Experience Management to analyze and understand learner actively like industry, therefore when it is recommended in education, we should take notice of the different between industry and education. The research start from the background of Customer Experience Management and how we enforce it, then I will analyze the inspiration of Customer Experience Management to distance education, finally the research will reflect the problems of passive reproduction of Customer Experience Management, and take it into active transformation on the context of educational organization for the better environment of distance educational learner.

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