Customer Experience Hierarchy Model: Based on the Theory of Customer Value Hierarchy

Abstract:  Abstract There's been some misunderstanding toward the experience concept. The paper analyzes and hackles experience from many aspects such as psychology, philosophy, economics and management science. After that, a customer experience hierarchy model, which includes experience effects, experience themes and experience attributes, is brought forward based on the theory of customer value hierarchy. This model does turn the experience from a psychology concept into a management science one with operability; moreover, it can lead customer experience creation programs directly.