互动视角下顾客体验价值的创造机理  

Mechanism of Creating Customer Experience Value from an Interactive Perspective

作　　者：皮平凡 吴慈恩 PI Pingfan;WU Cien(International Business School,Guangdong University of Finance and Economics,Guangzhou Guangdong 510320;Shenzhen Tourism College,Jinan University,Shenzhen Guangdong 518000)

机构地区：[1]广东财经大学国际商学院,广东广州510320 [2]暨南大学旅游学院,广东深圳518000

出　　处：《广东技术师范大学学报》2023年第6期25-34,共10页Journal of Guangdong Polytechnic Normal University

基　　金：国家自然科学基金项目(71802052)。

摘　　要：近几年,智能技术与体验经济迅速崛起,传统的营销思维与价值创造模式发生巨变,如何创造顾客体验价值成为了业界与学界一大重要议题.运用陈超美博士开发的Citespace科学文献分析工具对顾客体验价值已有研究展开可视化分析,从人际互动与人机互动、员工-顾客-其他顾客-新型技术等多重互动视角出发,对国内外顾客体验价值的影响因素进行了归纳与整理,并构建了互动视角下顾客体验价值的创造机理概念模型.In recent years,with the rapid rise of intelligent technology and experience economy,traditional marketing mindest and value creation have undergone significant transformation.How to create customer experience value has become a major and important topic in both the industry and academia.This paper first employs the Citespace scientific literature analysis tool developed by Dr.Chen Chaomei to conduct a visual analysis of existing research on customer experience value.Subsequently,starting from multiple interaction perspectives such as interpersonal interaction,human-machine interaction,employee-customer-other customers-new technologies,etc.,this paper summarizes and organizes the influencing factors of customer experience value domestically and internationally.It then constructs a conceptual model for the mechanism of creating customer experience value from the perspective of interaction.This study expands the mechanism of creating customer experience value from an interactive perspective,deepening the research on the creation of customer experience value in the age of technology.It provides theoretical references for optimizing marketing models for businesses in the experience economy.

关 键 词：顾客体验价值 影响因素 人际互动 人机互动 

分 类 号：F274[经济管理—企业管理]