Abstract
On the basis of literature research and field research, the article analyzed and summarized factors that affect the customer experience, and built index system of customer experience quality evaluation and evaluation model to help businesses understand the multi-channel customers’ behavior, to be evaluated on its own channel construction and the customer experience, enabling enterprises to the targeted channel construction, to improve the quality of customer experience.
Recommended Citation
Lu, Zhang; Xiangling, Song; and Bingyong, Tang, "Analysis of Evaluation System of Customer Experience In the Background of Multi-channel" (2013). WHICEB 2013 Proceedings. 73.
https://aisel.aisnet.org/whiceb2013/73
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