体验经济视域下服务交互管理研究

The Research of Service Interactive Management from the Perspective of Experience Economy

体验经济时代顾客注重服务交互过程的体验质量。服务交互有三个维度:顾客与服务人员的交互、顾客与顾客之间的交互以及顾客与服务环境的交互。在对服务交互的内容进行探讨的基础上分析了服务交互质量对顾客体验价值的影响,并且针对如何提高服务交互质量提出了相应的管理路径。

Customers lay em phasis on the quality of service interaction in the experience economy.Service interaction has three dimensions： customer-to-employee interaction, customer-to-customer interaction and customer-to-service environment interaction. On the basis of discussing the content of service interaction, the influence of the quality of service interaction on the customer experiential value is analyzed. Finally, aiming at how to improve the quality of service interaction, corresponding management paths are proposed.