移动网络背景下专业店客户体验影响因素的实证研究  

Empirical Study on Influence Factors on Customer Experience in Specialized Shops in Mobile Network Age

作　　者：衣鹁[1] 陈律[1] 冯臻[1,2] YI Bo CHEN Lv FENG Zhen(Wuxi Institute of Technology, Wuxi, Jiangsu 214000,China Fudan University, Shanghai 200433, China)

机构地区：[1]无锡职业技术学院,江苏无锡214000 [2]复旦大学,上海200433

出　　处：《山西财政税务专科学校学报》2016年第4期46-51,共6页Journal of Shanxi Finance & Taxation College

基　　金：2014年度教育部人文社会科学研究规划基金<基于新型社交媒体的科研创新网络体系重构与实现机制研究>(14YJA630010);2016年江苏省高校哲学社会科学研究项目指导项目<互联网+零售企业客户体验创新研究--基于全渠道模式视角>(2016SJD630067)

摘　　要：在移动网络背景下,专业店需要运用互联网思维更好地提升客户体验。本文基于移动网络技术环境,以专卖店为研究对象,通过对国内外相关文献的梳理,利用多元回归分析了影响客户体验价值的因素。结果表明,商品、员工、服务、移动网络技术均会对客户体验产生正向显著影响,其中移动网络技术因素对于客户功能体验价值和情感体验价值的影响超过了传统的商品、员工、服务这三个因素的影响。In the mobile network age,specialized shops should take in network thinking to better users＇ experience. The paper,based on mobile network technology environment,takes the specialized shops as the object of study,by researching on related materials in China and foreign countries,with the help of multiple regressions,makes an analysis on the influential factors on users＇ experience. It shows that commodity,workers,service,network technology would make an obvious impact on users＇ experience,in which the influence of network technology on customers＇ functional and emotional experience value is much higher than other three traditional factors.

关 键 词：客户体验 影响因素 专业店 移动网络技术 

分 类 号：F713.365.2[经济管理—产业经济]