Factors influencing customer experience management and customer experience value

Experience economy has changed the way firms conduct business. Firms need to provide a superior and memorable experience to sustain a competitive advantage. This study examines underlying factors affecting customer experience value in hotel industry context. The results show that customer experience antecedents and customer experience value have significantly different effects on an overall customer satisfaction. In lower class hotel environment, both physical and social environments only have significant effects on utilitarian and social values whereas, in higher class hotel setting, physical environment and staff characteristic have significant effects on all values. Nonetheless, in both cases, hedonic value has the strongest impact on satisfaction and social value has the second strongest effect. The physical environment contributes most to the customer experience value. In addition, the relative effect of each customer experience component on an overall customer satisfaction is investigated. The physical environment has the highest effect on customer experience value for both classes of the hotels. However, the social environment has a significant effect in lower class hotels and the staff characteristic has a significant impact in higher class hotels.

体验经济（Experience Economy）已然重塑了企业的经营运作方式，企业需打造卓越且令人难忘的体验以维系自身的竞争优势。本研究聚焦酒店行业场景，探究影响顾客体验价值（customer experience value）的潜在因素。研究结果表明，顾客体验前因（customer experience antecedents）与顾客体验价值对整体顾客满意度的影响存在显著差异：在低星级酒店场景中，实体环境与社交环境仅对功利价值与社会价值存在显著影响；而在高星级酒店场景中，实体环境与员工特质则对所有维度的体验价值均产生显著作用。不过两类场景下，享乐价值（hedonic value）均对满意度产生最强的正向影响，社会价值则位居其次，实体环境对顾客体验价值的贡献度最高。此外，本研究还探究了各顾客体验维度对整体顾客满意度的相对影响效应：两类酒店中，实体环境对顾客体验价值的影响均居于首位，但社交环境仅在低星级酒店中存在显著影响，员工特质则仅在高星级酒店中发挥显著作用。