文章基本信息

标题：Study on Customer Experience Dimension Based on Online Shopping reviews of MI’s Products
本地全文：下载
作者：Lin Wang ; Lin Wang ; Huijie Tang 等
期刊名称：MATEC Web of Conferences
电子版ISSN：2261-236X
出版年度：2017
卷号：100
页码：1-7
DOI：10.1051/matecconf/201710005024
语种：English
出版社：EDP Sciences
摘要：This study has selected sorts of comments about MI’s products from its customers’ as research objects, then we used the theory of Rooting to analyze those objects, and explored the Customer Experience Dimensions’ type, characteristics and the way to impact others. The results come as follows: First of all, the Customers Experience Dimensions are consisted of nine major categories defined as Value Perception Experience, Sensory Experience, Quality Assurance Experience, Parts Experience, Purchase Experience, Service Experience, Brand Comparison Experience, Compensating Experience, Brand Reliance Experience respectively. Secondly, we put these nine major categories above all to compare the conclusions with the previous research, then we analyzed and integrated them, and finally obtained seven major categories containing Purchasing Website, Product Rendering, Delivery Experience, Transaction Convenience, Safety and Security, Brand Reliance, Marketing Communications respectively. In addition, we have conducted a further investigation to draw three types about the Customer Experience named Function Experience, Purchasing and Service Experience, and Brand Experience. Last but not the least, this paper has definitely provided the basis theory of how does the Customer Experience affect the Brand Loyalty for future research, as well as guided a definite orientation.