摘要
在参考不同学科对体验概念界定的基础上,结合美国学者派恩和施密特对体验内涵和外延的理解,本文对体验的内涵和外延进行了一定的补充。并分析了顾客体验的互动形成机制,提出了顾客体验生命周期的概念。最后,本文指出了体验创新战略、体验升级战略和顾客自我服务战略,以延长顾客体验的生命周期。
Based on concept of experience in diverse disciplines, combining with the definition of experience posed by PineⅡ and Schimitt, this paper supplements the annotation and denotation of experience. In addition, the paper also analyzes the mutual and forming mechanism of customer experience, poses the concept of customer experience life cycle. Eventually, the paper points out that experience innovation strategy, experience upgrading strategy and customer self-service will be helpful to prolong the life cycle of customer experience.
出处
《北京市财贸管理干部学院学报》
2005年第1期29-32,共4页
Journal of Beijing Institute of Finance and Commerce Management
关键词
顾客体验
消极体验
积极体验
customer experience
positive experience
negative experience
