企业在为顾客提供产品和服务的过程中,往往有一种顾客感受很容易被忽视,就是顾客接受的产品和服务是否处于一种受到控制的状态。增强顾客的这种受控感,就是从顾客感受的角度出发,企业必须要确保顾客能够获取足够的有效信息,使顾客的实际利益得到切实的 Enterprises in the provision of products and services to customers, often have a feeling of customers can easily be overlooked, is the customer accepted products and services are in a controlled state. To enhance the customer’s sense of control, is from the perspective of customer experience, companies must ensure that customers have access to enough effective information, so that the actual interests of customers get real