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通过对旅游客户的行为决策的分析,探究延边州旅游业客户体验和客户黏度的相关性。依据成熟理论和量表,建立模型并以实证分析检验旅游客户黏度相关性模型,以期为旅游业在发展客户体验管理和智慧旅游时提供一定的研究方法与思路。研究表明,感知体验、服务体验、品牌体验等三个变量对客户体验具有一定的正向影响。客户体验效果越好,客户黏度越高。
Through the analysis of the behavioral decisions of tourism customers, this paper explores the correlation between tourism customer experience and customer viscosity in Yanbian Prefecture. Based on the mature theory and scale, this paper establishes a model and tests the viscosity-related model of tourism customers by empirical analysis, with a view to providing some research methods and ideas for the tourism industry in the development of customer experience management and tourism. The research shows that the three variables, perception experience, service experience and brand experience, have a positive effect on customer experience. The better the customer experience, the higher the customer’s viscosity.