Research On Service Upgrade Strategy And Application Based On Service Experience

Economic development and financial crisis add importance to the service industry which is developing slowly and receiving poor reputation in domestic market.How to break the barriers of the traditional service model,accelerating severice development and stimilating service innovation become imminent for the nationally backward service industry.In this context,service providers continue to seek inovative ways to accelerate development of service industry,and try to gain leadership in a new round of economic competition.After product,good and severice,Experience is also regarded as one of the key market supplies as well as an important mean of service innovation.This article will focus on how to upgrade the user experience with research on service innovation methods.Firstly,based on degree of user interaction and emotion involvement,the study establishes a four-dimension model of service experience including instinctive experience,objective experience,behavior experience and reflective experience while they can transform into each other.Only in this way can service providers meet users' cognitive as well as emotional demand and bring positive experience to users.Secondly,a modified QFD model is used to run house of quality calculation twice targeting service demand,experience upgrade strategy and service goal.Meanwhile,a service experience model is built to decide optimal service strategy combination with maximum customer satisfaction.The model is formulated under constraint of cost and the four-demension model.Finally,a case study of mobile health service is given to illustrate feasibility of the method.Three types of service experience strategy and two service experience upgrade path are put forward.The first path is "increasing service customization level","improving degree of offline communication",and the second path is "increasing the user online communication" as well as "enhancing users' thinking ability".