The Construction of Service-Marketing System based on Customers’ Experience

Rui-ping XU, Yu-juan ZHENG


The final purpose of construction of service-marketing system based on customers’ experience is to help the enterprises supply a higher quality service and experiences to the customers so that it will improve the customer profitability and the benefits enterprises got will increase also. From the viewpoint of psychology, experience is a personal need. And it’s a good or bad feeling in someone’s conscience, when his emotion, physical strength, intelligence and spirit get to some extent. This paper with the starting point on the recognition about experience describes the experience types of consumers and discusses the construction of service-marketing system based on the consumer experience through analyzing the reasons for rising of experience consumption.
Key words: Customer experience, Experience, Service factor, Service marketing, Service system
Résumé: L’objectif final de la construction du système de service-marketing basé sur l’expérience de la clientèle est d’aider les entreprises à fournir un service de haute qualité et des expériences aux clients de sorte à améliorer la profitabilité de ceux-ci, et ainsi, à augmenter les bénéfices des entreprises. Du point de vue psychologique, l’expérience est un besoin personnel. Et c’est un bon ou mauvais sentiment dans la conscience de quelqu’un, quand ses émotion, force physique, intelligence et esprit atteignent un certain niveau. Cet article, à partir de la reconnaissance de l’expérience, décrit les types de l’expérience des consommateurs et discute la construction du système service-marketing basé sur l’expérience des clients en analysant les raisons de l’augmentation de la consommation d’expérience.
Mots-Clés: expérience du client, expérience, facteur de service, service-marketing, système de service

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