顾客体验提升背景下连锁超市防损的思考  

Loss Prevention for Chain Supermarkets with Customer Experience Promotion

作　　者：张芳[1] 

机构地区：[1]贵州商学院,贵州贵阳550014

出　　处：《商业经济》2017年第12期70-71,共2页Business & Economy

基　　金：2016年度贵州商学院校级科研一般项目:基于顾客体验的连锁超市防损管理体系构建研究的阶段性研究成果(2016XJYB12)

摘　　要：顾客体验顾客的一种主观感受,即通过人感受外界事物刺激的器官主要有耳、眼、鼻、舌、身,所获得的听觉、视觉、嗅觉、味觉和触觉的综合感受,不断向其反馈侦测到的信息,这些信息又决定了体验过程。对于连锁超市而言,良好顾客体验是其竞争力的源泉,从"感官五觉"入手营造良好购物氛围意义非常。同时,防损工作对于超市而言也非常重要。在从"感官五觉"入手提升顾客体验的背景下,对顾客体验提升过程中积极做好听觉、视觉、触觉、嗅觉与味觉五觉的降损工作进行了详细的分析,期待顾客再次光临连锁超市。Customer experience is a kind of subjective experience of customers. In other words,the main human organs experiencing external thingssuch as ears, eyes, nose, tongue, and bodyobtain comprehensive feelingsintegrating auditory sense, vision, smell, taste and touch. The information detectedis constantly fedback to them, which in turn determines the experience of the process. For chainsupermarkets, good customer experience is the source of their competitiveness, so to create a good shopping atmosphere starting with the ＂five senses＂is of great significance. At the same time, loss prevention work is also very important for supermarkets. Under the background of enhancing the customer experience from the ＂five senses＂, this paper analyzes in detail the reduction of auditory sense, visual sense, touch, smell and taste during the process of customer experience upgrading for accelerating customer return visit to chain Supermarkets.

关 键 词：超市 顾客体验 感官五觉 防损 

分 类 号：F717.6[经济管理—产业经济]