Construction of Service Experience Management Framework under the Background of the Internet

摘要

With the development of science and technology, the Internet commerce develop rapidly, consumers pay more attention to the personality and the emotional demands in the process of consumption, enterprise service management objectives will be upgraded to a 'satisfactory service' and 'unforgettable experience'. In this paper, I first define the concept of experience and service experience; secondly, I illustrate the significance of improving the service experience. Finally, I try to build a framework of service experience management under the background of Internet.