Service Interaction Design: A Perspective of Customer Experience

Interaction is the main characteristic of service during service delivering. There are three kinds of interaction, which is interaction between customer and service personnel, customer and service surrounding, and customer and other customers. However, few researches have paid more attention to the customer experience during service interaction despite that experience quality has an important effect on customer satisfaction. Different from service quality, the experience quality of customer means how customers emotionally assess the quality of experience when they participate in a consumption activity and interact with physical surroundings, service providers, and other customers. From a perspective of customer experience, several proposals are put forward in this paper.