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The Conference on Web Based Business Management (WBM 2010 E-BOOK)

Chengdu,China,9.20-9.22,2010

ISBN: 978-1-935068-18-1 Scientific Research Publishing, USA

E-Book 1342pp Pub. Date: October 2010

Category: Engineering

Price: $80

Title: Research on the Source and Content of the Unique Customer Experiences in the Service Process
Source: The Conference on Web Based Business Management (WBM 2010 E-BOOK) (pp 591-594)
Author(s): Lizhang Zhang, College of Economics and Administration North China University of Technology, Beijing, China
Abstract: In this paper, the unique value of service experience and its importance during the customer satisfaction evaluation are mainly analyzed, and two brief models are summarized, which are customer service experience — profit value chain and levels of customer service experience. Eventually, it arrives at a conclusion that the special service experience of customer is the direct objective and core content in the service marketing process. The value establishment on which customer agreed with is the key to form customer experience.
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