The Research On Customer Experience Management Of The Theme Park

Human society, which develops through the agricultural economy, the industrial economy and the service economy, is now meeting the time of the experience economy. The arrival of the experience economy influences the consumer in terms of the life style and the consumption customs: They are no longer satisfied with the pure value of commodities and the functional benefit, but further pursue the happiness behind the commodity purchase and consumption, and the value of higher level, such as, the social identity, self-realization, etc., that is, the consumption level shifts from practicality to experience, experience becomes the main value in the future society. Moreover, with the more competitive market and the fast prevalence of technology, products and services are increasingly tending to scalization and homogenization, the homogenization of products or services eliminates individual unique feelings and experiences. Therefore, the enterprise must seek the new unique selling point unceasingly, carefully examine customer's demand, and gradually realize the transition from the supply of products and commodities to the supply of experiences. As a type of participation tourism product, theme park's essential attribute is that it brings the tourists with esthetic and joyful feelings, therefore, whether it brings the tourist with happy experiences is the key point in relation to the survival and development of theme park.Based on this background, this paper, on the basis of research status in and abroad and the theories with respect to the customers experience management, aims to analyze the influencing factors of customer experience value, through the establishment of mathematical quantification indicator system, and to confirm the power of the influencing factors, with the help of expert consultants and analytic hierarchy process. In fact, the implementation of theme park customer experience management is an effective process of integrating and controlling the influencing factors. The methods to Theme park's customer experience management mainly include: Analyzing tourists' experience world, creating tourism atmosphere, designing traveling experience of brand, making contact with the tourists, and devoting to innovate unceasingly. As an empirical study, the paper, through the case of Kingdoms of Discovery in Jin Shi, analyzes in details the experience management concept and the practical application of the methods in the theme park management.Theme park's customer experiences management is a new field and an important part of the business management and the experience management study. The exploration and the investigation to the theme park experience management will be helpful for the improvement of present management conditions including the theme park tourism business management, and be useful to the promotion of the related industry relating to management level.