顾客服务体验影响因素研究

.The Research on Influence Factors of the Customer Service Experience

在市场竞争异常激烈的今天，企业可以通过提升顾客服务体验效果培养和保持企业的竞争优势．本文首先阐述了顾客服务体验的含义；其次，强调了提升顾客服务体验效果的意义；最后，从顾客服务体验产生过程的角度归纳顾客服务体验的影响因素，并分析这些因素如何影响顾客服务体验的效果，为企业提升顾客服务体验效果奠定基础．

With the intense competition of market, the enterprises can improve customer service experience to culti-vate and maintain the competitive advantage of enterprises. In this paper, the author first expounded the meaning of customer service experience. Secondly, the author emphasizing the significance of improving the customer service experience effect. Finally, the author summarize the influence factors of the customer service experience and ana-lyze how these factors affect the service to customer experience effect, to lay a foundation for enhance the customer service experience effect.