Research on the concept of customer experience value

Abstract

: The concept of customer experience value is based on the customer experience and experience value of service contact. The research finds that the concept of customer experience value mainly focuses on three perspectives: customer experience, customer value and value co-creation. This study mainly adopts the perspective of value co-creation to define the concept of experience value, that is, customer experience value is the communication and interaction between customers and enterprises, and the experience and value jointly created by both parties in the process of customer generation experience.