基于体验管理视角的高速列车乘客体验与再乘意愿研究  

Research on Passengers' Experience and Willingness to Take High-speed Train:The Experience Management Perspective

作　　者：范春梅[1] 李华强[2] 贾建民[1] 

机构地区：[1]西南交通大学经济管理学院,成都610031 [2]西南交通大学公共管理与政法学院,成都610031

出　　处：《管理评论》2016年第10期133-140,共8页Management Review

基　　金：国家自然科学基金重大项目(71490722);国家自然科学基金青年项目(71402150);成都市哲学社会科学规划项目(2014R46);中央高校基本科研业务费专项资金资助(SWJTU15WCX016;26816WCX05;26816WTD01)

摘　　要：本文以高速列车乘客为研究对象,借助体验管理理论,探讨高速列车运行状况对乘客体验、满意度和再乘意愿的影响。研究发现,第一,高速列车运行状况如噪音、振动、欠平稳性会提高乘客的感知风险,对乘客的情绪、舒适、信任和感知速度具有负向影响;第二,过高的感知速度会提高乘客的感知风险,继而降低再乘意愿;第三,舒适度和信任感有助于提高乘车满意度,从而提高再乘意愿。研究结果构建了高速列车乘客体验与再乘意愿的理论模型,拓展了体验管理理论在高速列车领域的运用,拓宽了对乘客体验如舒适感、感知速度、感知风险等的理解范畴,并为铁路管理部门如何提升客户体验和持久赢得客户提供了参考建议。Using experience management theory,this paper examines the effect of running status of high-speed train on passengers＇ experience and their willingness to take high-speed train again in the future. Studies find that first,the running status involving noise,vibration and lack of stability increase passengers＇ perceived risk,having a negative effect on passengers＇ mood,comfort level,sense of trust,and perceived speed; second,high perceived speed increases passengers＇ perceived risk,and then decreases their willingness to take high-speed train; third,feelings of comfort and trust improve passengers＇ satisfaction and enhance their willingness to take highspeed train. This study develops a theoretical model of passengers＇ experience and their willingness to take high-speed train. This paper extends the application of experience management theory in the field of high-speed train,deepens the understanding of passengers＇ mind and behavior,and further gives suggestions on improving passengers＇ experience and retaining passengers for railway departments.

关 键 词：高速列车 乘客体验 感知速度 舒适 感知风险 

分 类 号：F532.6[经济管理—产业经济] F274