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顾客欣喜对驱动顾客忠诚、保持顾客积极的口碑及推荐意向具有重要影响作用。本文以主题酒店为实证对象,通过对影响顾客体验主题酒店的关键情感要素进行总结概括,尝试建立一个新的理论框架模型,验证消费者超现实体验对培养顾客欣喜的重要作用。最后用SPSS17.0软件和AMOS18.0软件对样本数据进行检验和分析。结果表明,浪漫体验、神秘体验、新奇体验均对顾客欣喜有正向影响,其中自我碎化在神秘体验、新奇体验与顾客欣喜的关系中起调节作用。
Customer delight for driving customer loyalty and maintain customer positive word of mouth and recommended intends have a significant impact. In this paper, the theme of the hotel as an empirical object, the theme of the impact of customer experience the main emotional elements summarized, try to establish a new theoretical framework model to verify the consumers surreal experience to cultivate the joy of customers an important role. Finally, SPSS17.0 software and AMOS18.0 software sample data for testing and analysis. The results show that romantic experience, mysterious experience and novelty experience all have a positive impact on the customers’ delight. Among them, self-fragmentation plays a regulatory role in the relationship between mysterious experience, novelty experience and customer delight.