基于感知價(jià)值的顧客體驗(yàn)與顧客忠誠關(guān)系研究——以重慶市動感地帶為例.pdf

1、重慶郵電大學(xué)碩士學(xué)位論文基于感知價(jià)值的顧客體驗(yàn)與顧客忠誠關(guān)系研究以重慶市動感地帶為例姓名：胡蝶申請學(xué)位級別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：游敏惠20110527AbstractAsinformationtechnologycontinuestoprogress，andconstantlyimprovetheexperienceeconomyTheresultsshowthatrelationshipbe柳eenmecustomere

2、XpenenceandcustomerloyaltyisnolongerasimplecausalrelationshipCustomerloyaltymeansthatcustomersrelyonapprovedgoodsorsen，icesandadherctolong‘termpurchaseandusegoodsorservicesoftheenterprise，aswell勰shoⅥmbvthoughtandemotioni

3、nahighdegreeoftrustandloyaltyMechanismofCustomerexperienceontheroleofcustomerloyaltyisad婦cteffect0rmorethroughthemediatingeffectofperceivedvalueItisthefocusofthisstudyHrst，thisarticleintheliteraturereadingandexpertinterv

4、iews，b貓edontheresuItsofp聊10u8studiesdrawonthecustomerexperiencecustomerloyaltyandperceivedvaluewasdefinedbythedimensionandtheactualsituationinthelightofthe觚lendmentsThenmovetoindustrialbackground，Chongqing，modelbuilding齜

5、ldthenfomofaquestionnairesurveytocollectempiricalresearchdataneededtoanalyzetherelationshipbetweenperceivedvaluesofmediatingbetweenme咖mthetheoreticalanalysisandempiricalresearchbasedonthecorrespondingconclusions，themainp

6、ointsaresummarizedbelow：First，theproductsorservicesprovidedbytheente甲risetobringthecustomersdevidesintotwoparts：the、，iItllaIvalueandtheperceivedvalueAnalysisshowsthatthephysicalvirtuevalueoftheperceptionoftheproductloyal

7、tycustomerloyaltyandcorporateloyaltyhaveapositiveeffectSecondtheproductexperience，emotionalexperienceandrelationshipeXpenenCeCanbeagooddescriptionofexperienceusingtheproductthecustomerexperience，isconsistentwiththetheory

8、Third，theproductexperience，relationshipexperience，emotionale)(perienceofthreefactorsoncustomerperceivedvalueofexperienceinthephysicalvalueofmeperceptionofsignificantpositiveeffects，needstobestressedistheproductofp般e1Vedv