Joseph Pine and Jim Gilmore coined the term "experience economy" to describe a paradigm shift in consumer choices (Pine and Gilmore; 1998, 1999). Experience economy, they contend, is the next economy following the agrarian economy, the industrial economy, and the most recent service economy. To survive in the new economy, businesses must provide customers with memorable customer experiences. Using the 2008 Democratic National Convention as the referent, and by means of a phenomenological approach, the authors deconstruct this landmark event to distil eight attributes that together constitute an unforgettable experience: planning, resourcing, targeting, anticipating, enabling, empathizing, framing, and engaging. They contend that commercial experience providers can substantially improve their product offering by incorporating each of these elements so as to create compelling customer experiences.
Joseph Pine和Jim Gilmore创造了“体验经济”一词来描述消费者选择的范式转变(Pine和Gilmore;1998年,1999年)。他们主张，体验经济是继农业经济、产业经济、最近的服务经济之后的下一个经济。为了在新经济中生存，企业必须为客户提供难忘的客户体验。以2008年民主党全国代表大会为参照，通过现象学方法，作者解构了这一具有里程碑意义的事件，提炼出八个共同构成难忘经历的属性:计划、资源、目标、预测、授权、移情、框架和参与。他们认为，商业体验提供商可以通过整合这些元素来大幅改善他们的产品，从而创造引人注目的客户体验。
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