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

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. 1. Definition of the concept of experience and service experience. Alvin Toffler (1970) thinks that experience is a product of the psychological experience of goods and services, it has the 'economic value', and pointed out the experience based on simulation environment can make customers experience adventure , excitement or other fun[2]. In 1998, pine II and Gilmore in the Harvard Business Review article claimed that 'experience economy era has come[3]'. In 1999, the two’s book figured that experience is 'a sense of good feeling when people’s emotion ,physics, mental and even spirit reach a certain level ', and enterprise must engaged in the work of the creation of this' good feeling ','event 'and' reaction ' to achieve the target [4]. Service experience refers to a whole process of experience, and evaluation of this personal experience and subjective feeling by the consumer, the goal is to let consumers give a satisfactory evaluation and have a unforgettable feeling in the whole service process. Service experience has nouns and verbs , verb service experience is the whole process of customer service; while noun service experience is the customer evaluation of service process and psychological feelings. 2 . Enhance the quality of service experience in the Internet era. With the rapid development of science and technology , the Internet has become a part of consumer's life, and is closely related to the lives of consumers, consumers can look for product information, purchase products, share purchases and uses of the product through the Internet. In the Internet era, enterprises must enhance the quality of service experience management. 2.1 Focusing on service experience helps to improve the quality of products and services. At the age of the Internet, the competition among enterprises is rather fierce, focusing on the service experience can find changes in demand and services, find the problems in time, and constantly improve the quality of products or services. Good service experience can allow enterprises to avoid the impact of the commercialization of the enterprise. Deal with the fierce competition in the market, sensitive to changes in customer demand, help enterprises to better maintain the balance of supply and demand, between enterprises and maintain the customer emotion, let the enterprise business model is not easy to be imitated, so as to ensure the number of customers, to customers of the enterprise's reputation and loyalty. 2.2 The quality of service experience helps to cultivate the competitive advantage of enterprises. In today's global economydriven by Internet, enterprises are looking for differences between their rivals , service experience is unique and difficult to imitate, and this is the key to highlight the International Conference on Advances in Management, Arts and Humanities Science (AMAHS 2016) Copyright © 2016, the Authors. Published by Atlantis Press. This is an open access article under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/). Advances in Social Science, Education and Humanities Research, volume 63