论文部分内容阅读
Understanding Customer experience is critical for firm.The customer experience process flows from pre-purchase,to purchase,to post-purchase,and is iterative and dynamic.Past experience,current experience and future experience(Jaakkola,D E,2015; Helkkula,A,Kelleher,C and Pihlstr?m,M,2012)happed at each stage.There are many research findings about customer experience concept,measurements and touchpoints in the past,however there is limited the research about the relationship between the past experience,current experience and future experience.Based on the related literature,the author built the framework and crated hypothesis.Three studies are designed and executed in order to test hypothesis.The findings showed that(1)customer past experience have positive effect on repurchase intention.(2)Customer past experience have positive effect on customer future experience.(3)Customer future experience mediate the effect of customer past experience on repurchase intention.(4)Memory quality moderate the effect of customer past experience on repurchase intention.(5)Past focus level moderate the effect of customer past experience on repurchase intention.This study demonstrates the views on time dimensions of customer experience,enriches the researches on customer experience,and provides management suggestions for enterprises.