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选取居然之家、红星美凯龙、宜家家居三个家居卖场进行实地调研,以159份顾客数据为样本,从三个层面,即卖场环境、卖场产品、卖场服务验证对顾客感知体验、情感体验、社会体验、行动体验的影响,以及三个层面中涵盖的各因素对顾客体验的作用强度和机理。研究显示,卖场环境、卖场产品、卖场服务对顾客情感体验、行动体验、社会体验有直接正向影响,卖场服务对顾客感知体验有直接正向影响,卖场环境及卖场产品对感知体验影响作用不显著。
Select the home, Red Star Macalline, IKEA home three stores to conduct field research to 159 customer data as a sample, from three levels, namely, store environment, store products, store services to verify customer perception experience, emotional experience , The impact of social experience and action experience, and the strength and mechanism of the various factors covered in the three dimensions on the customer experience. The research shows that store environment, store products and store services have a direct positive impact on customers’ emotional experience, mobile experience and social experience. Store services have a positive and direct impact on customer perception experience. Store environments and store products have no effect on perceived experience. Significant.