摘要
提升顾客满意度和优化顾客体验是打造企业竞争力的重要手段。为了深入研究顾客满意度和体验感对企业产品溢价支付的差异化作用效应,提升企业产品竞争力,文章以智能行业企业为研究对象,以智能停车使用用户数据为样本,运用问卷调查法,探讨了顾客满意和顾客体验这两类情感对顾客溢价支付意愿的差异化影响。根据研究假设进行实证分析,实证结果表明:第一,顾客满意和顾客体验对溢价支付意愿均有积极影响;第二,在智能化产品中,相比顾客满意,顾客体验对溢价支付意愿的影响更大;第三,在顾客体验的分维度作用效应比较中,相比感官体验和情感体验,行动体验对溢价支付意愿的影响更大。文章的研究结论对在智能化时代如何更好地提升智能企业的竞争力具有重要的启示意义。
Customer satisfaction improvement and customer experience optimization are important means to boost enterprise competitiveness. In order to further study,we take the enterprises in intelligent industry as the research object and the user data of smart parking as the sample,and use the questionnaire survey method to explore the differentiation effects of customer satisfaction and customer experience on premium payments. By substantive analysis,we conclude three findings. First,customer satisfaction and customer experience both have positive effects on premium payment. Second,customer experience exhibits more significant effect on premium payment compared with customer satisfaction,especially for intelligent products. Third,according to the multidimensional analysis on customer experiences,action experience exhibits the greatest effect on premium payment compared with sensory experience and emotional experience. Our results provide guidelines for enterprise competitiveness enhancement,especially in intelligent era.
作者
王芳
朱良杰
WANG Fang;ZHU Liang-jie(School of Accounting,Shanxi Technology and Business College,Taiyuan Shanxi 030062,China;School of Business Administration,Zhejiang Gongshang University,Hangzhou Zhejiang 310018,China)
出处
《技术经济与管理研究》
北大核心
2020年第5期70-75,共6页
Journal of Technical Economics & Management
基金
山西省高校哲学社会科学研究项目(201805009)。
关键词
顾客满意
顾客体验
溢价支付
智能化产品
Customer satisfaction
Customer experience
Premium payment
Intelligence
