Study on Creating Total Customer Experience

摘要：

Delivering total customer experience (TCE) is increasingly important for firms. This paper designs a two-part approach that can help to creat TCE through consumption chain, firstly, mapping the consumption chain across the customer experience process as the search, purchase, use and post-use stages; secondly, refered to consumers behavior, fulfilling customers experience by considering how a series of simple questions-what, where, who, when, and how-apply at each link in the consumption chain. In the end of the paper, we point out managerial requirements for creating TCE.

关键词： Consumption chain TCE Consumers behavior

作者: GUO Hongsheng

作者单位: School of Business, Gannan Normal University, P.R.China, 341000

会议类型: 国际会议

会议名称: 2011 Exchange Conference--International Marketing Science and Information Technology(2011国际营销科学与信息技术交流大会)

会议地点: 贵阳

会议语种:英文

页码: 211-214

在线出版日期: 2011-12-17（万方平台首次上网日期，不代表论文的发表时间）