广州B2C展会体验价值对顾客满意度的影响研究  

Study on the Influence of Experience Value on Customer Satisfaction in Guangzhou B2C Exhibition

作　　者：黄心怡 袁新敏[1] 

机构地区：[1]东华大学工商管理学院,上海

出　　处：《服务科学和管理》2024年第1期130-137,共8页Service Science and Management

摘　　要：目前,我们已经迎来了体验经济时代。体验经济时代所带来的变化显而易见,如今的展会不仅需要满足观众的基本需求,还要满足其个性化需求,只有把更多的体验元素融入到展会当中,才能提高展会的体验价值,然而大部分B2C展会依旧存在服务同质化、体验项目开发力度不足等严重制约展会升级的问题。近年来,从顾客体验价值角度出发的、对于会展产业的研究比较少,并没有深入地研究展会体验价值与顾客满意度之间的关系。因此,本文希冀将体验价值概念引入顾客满意度影响因素进行讨论,在体验经济的宏观环境下切合广州B2C展会体验价值实际情况,研究不同的体验价值维度因子对顾客满意度的影响作用进行理论探讨和实证检验,旨在为B2C展会在体验价值角度下的升级和管理提供理论参考。At present, we have ushered in the era of experience economy. The changes brought by the era of experience economy are obvious. Today’s exhibition not only needs to meet the basic needs of the audience, but also needs to meet their individual needs. Only by integrating more experience ele-ments into the exhibition can we improve the experience value of the exhibition. In recent years, there are few studies on the exhibition industry from the perspective of customer experience value, and there is no in-depth study on the relationship between exhibition experience value and cus-tomer satisfaction. Therefore, this paper hopes to introduce the concept of experience value into the discussion of influencing factors of customer satisfaction, and in accordance with the actual situation of experience value of Guangzhou B2C exhibition under the macro environment of experience economy, study the influence of different dimension factors of experience value on customer satis-faction for theoretical discussion and empirical test. The aim is to provide theoretical reference for the upgrading and management of B2C exhibition in the perspective of experience value.

关 键 词：B2C展会 体验价值 顾客满意度 体验经济 会展行业 

分 类 号：F42[经济管理—产业经济]