大型百货商场顾客体验影响因素的实证研究

An Empirical Study of Customer Experiential Influencing Factors in Large Department Stores

笔者对大连市的九家大型百货商场进行了一次实证研究,探究顾客体验的影响因素对顾客体验的影响机理。实证研究发现:顾客维度因素、情境维度因素、交通维度因素是影响顾客体验的三个主要维度因素(其中,情境维度因素是最重要的维度因素);服务功能质量是顾客体验最重要的影响因素,它不仅直接影响顾客的感知体验和情感体验,一些影响因素也通过它间接地影响顾客的感知体验和情感体验。

The authors have done an empirical study in nine large department stores of Dalian to explore the mechanism of influencing factors on customer experience. This study finds that customer dimension, context dimension, transport dimension are three main dimensions in customer experiential influencing dimensions （context dimension is the most important one）; service functional quality is the most important influencing factor which has direct impact on customer＇s perception experience and feeling experience, through which some influencing factors have indirect impact on perception experience and feeling experience.