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研究生:林嘉蕙
研究生(外文):Chia-Hui Lin
論文名稱:發展智慧零售商店之顧客體驗服務行銷策略-模式建構與驗證
論文名稱(外文):Developing Customer Experience Service Marketing Strategy for Smart Retail Stores - Model Construction and Verification
指導教授:林心慧林心慧引用關係
指導教授(外文):Hsin-Hui Lin
學位類別:碩士
校院名稱:國立臺中科技大學
系所名稱:流通管理系碩士班
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:中文
論文頁數:131
中文關鍵詞:智慧零售顧客體驗智慧科技零售商店創新科技
外文關鍵詞:Smart retailCustomer experienceSmart technologyRetail storesInnovative technology
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近年來科技的進步與人們意識的提升,顧客逐漸重視在店內購物產生的感受,並將其作為購買決策的衡量準則。為此零售商透過在店內導入智慧科技,提供顧客新奇且便利的體驗,智慧零售成為現今一種新穎的零售型態。本研究建構了智慧零售創新科技之顧客體驗模式,將體驗前因分為「零售商店服務屬性」和「零售科技屬性」;體驗結果區分為「顧客層面」及「零售層面」,使用SmartPLS3.0統計分析軟體驗證研究假說。研究結果顯示,顧客體驗的感官要素會受到零售店氣氛、促銷、相對優勢、吸引力與娛樂性影響;情感要素會受到商品、零售店氣氛、促銷、互動性與娛樂性所影響;認知要素會受到相對優勢、知覺控制與吸引力所影響;生活型態要素會受到零售店氣氛、相對優勢與知覺控制所影響。體驗結果之增加學習會受到體驗情感、認知與生活型態要素所影響;購物效果會受到體驗感官、情感、認知與生活型態要素所影響;零售店黏性和零售店價值均會受到體驗感官、情感與生活型態要素所影響。此外,個人創新程度會影響商品對於感官要素;促銷對於生活型態要素;相對優勢對於生活型態要素;互動性對於感官要素,以及娛樂性對於生活型態要素。期望本研究結果能提供相關從業者擬定行銷策略之參考。
In recent years, the advancement of technology and the improvement of people''s awareness, customers gradually pay attention to the feelings of shopping in the store and use it as a measure of purchasing decisions. To this end, retailers have introduced smart technology into the store to provide customers with a new and convenient experience. Smart retail has become a new retail type today. This study constructs the customer experience model of smart retail innovation technology, which divides the experience antecedent into "retail store service attributes" and "retail technology attributes"; the experience results are divided into "customer level" and "retail level", using SmartPLS 3.0 Statistical analysis software verification research hypothesis. The results of this study show that the sensorial component of the customer experience is influenced by the retail atmosphere, promotion, relative advantage, attractiveness, and playfulness; the emotional component is influenced by the merchandise, retail atmosphere, promotion, interactivity, and playfulness; the cognitive component is influenced by relative advantage, perceived control, and attractiveness; lifestyle component is influenced by retail atmosphere, relative advantage, and perceived control. Increased learning of experience results is influenced by experience emotional, cognitive and lifestyle component; shopping effects is influenced by experience sensorial, emotional, cognitive and lifestyle component; stickiness towards retail store and retail store value are influenced by experience sensorial, emotional and lifestyle component. Besides, the level of personal innovation affects the sensorial component of the merchandise; the promotion for the lifestyle component; the relative advantage for the lifestyle component; the interactivity for the sensorial component, and the playfulness for the lifestyle component. It is expected that the results of this study will provide a reference for relevant practitioners to develop marketing strategies.
摘要 I
ABSTRACT II
誌謝 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 5
1.3 研究範圍與對象 6
1.4 研究流程 7
第二章 文獻回顧 8
2.1 智慧零售 8
2.1.1 智慧零售背景 8
2.1.2 智慧零售定義與其特性 9
2.1.3 智慧科技相關介紹 10
2.1.4 智慧零售對零售商與顧客之影響 16
2.2 智慧零售應用案例 18
2.3 顧客體驗 20
2.3.1 顧客體驗定義 20
2.3.2 顧客體驗的組成 21
第三章 研究方法 40
3.1 研究架構 40
3.2 研究假說 44
3.3 變數概念性定義和操作性定義 51
3.4 抽樣方法 57
3.5 資料分析方法 57
第四章 資料分析結果 59
4.1 樣本結構 59
4.2 問項分析與信度分析 61
4.3 衡量模式 62
4.4 結構模式 67
4.5 個人創新因素之干擾效果 80
第五章 結論與建議 88
5.1 研究結論 88
5.2 管理意涵 93
5.3 研究限制與後續建議 98
參考文獻 99
附錄 120
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