顾客体验理论逻辑演进与未来展望  

The Logical Evolution and Future Trends of Customer Experience Theory

作　　者：王鉴忠[1] 盖玉妍[2] 

机构地区：[1]辽宁大学商学院,辽宁沈阳110136 [2]南开大学商学院,天津300071

出　　处：《辽宁大学学报（哲学社会科学版）》2012年第1期93-98,共6页Journal of Liaoning University(Philosophy and Social Sciences Edition)

基　　金：辽宁省教育厅科学研究一般项目(W2010167);辽宁大学"211工程"三期"管理创新与大企业竞争力项目"

摘　　要：顾客体验具有传统商品不具备的高价值。顾客体验理论源于体验经济和顾客消费需求的交互作用。顾客体验具有个体性、感知性、情感性、价值性等主客体特性,有感官、认知、心灵等六种体验类别。顾客体验主要有"心理体验说、流体验说、组合体验说和战略体验模块说"四大学术观点。未来的研究趋势应从现象学视角研究顾客体验的本质内涵、生成机理;关注顾客体验的非理性内容以及加强定量实证研究。Customer experience contains high-value which traditional goods do not have. Customer experience theory stems from the interaction of experience economy and customer demand. There are characteristics of subject and object for Customer experience such as individuality, perception, emotionality and valuableness. Customer experience can be classified into six calegories with sensory, cognitive, spiritual experience, and so on. There are four schools of thought on the customer experience such as ＂the psychological experience, the flow experience, combined experience and strategic experience modules＂. In future, we should look into the essential content, formation mechanism of the customer experience from the phenomenological perspective of the customer experience, focusing on the non-rational customer experience and enhancing quantitative empirical research.

关 键 词：顾客体验 内涵界定 特性类别 主要观点 未来趋势 

分 类 号：F274[经济管理—企业管理]