CAJ | 학술논문

体验经济时代，顾客不仅是产品和服务的消费者，还扮演了服务共同创造者和体验共同参与者角色。高档酒店日益重视顾客体验价值，并视其为提升竞争力的重要手段。而顾客体验具有个性化特点，易受到顾客经历及价值观等因素的影响，其测度往往离不开一定的社会、文化背景。尽管西方开发出酒店顾客体验量表，但还没有基于中国背景的高档酒店顾客体验量表。在剖析顾客体验内涵的基础上，基于中国情境，运用定性研究和定量研究相结合的方法开发了顾客体验的测量工具，并从多个角度验证了量表的信度和效度，分析结果显示酒店顾客体验由五个维度组成，分别为环境、便捷性、满意度、激励和转换成本。
체험경제시대，고객불부시산품화복무적소비자，환분연료복무공동창조자화체험공동삼여자각색。고당주점일익중시고객체험개치，병시기위제승경쟁력적중요수단。이고객체험구유개성화특점，역수도고객경력급개치관등인소적영향，기측도왕왕리불개일정적사회、문화배경。진관서방개발출주점고객체험량표，단환몰유기우중국배경적고당주점고객체험량표。재부석고객체험내함적기출상，기우중국정경，운용정성연구화정량연구상결합적방법개발료고객체험적측량공구，병종다개각도험증료량표적신도화효도，분석결과현시주점고객체험유오개유도조성，분별위배경、편첩성、만의도、격려화전환성본。
Upscale hotels are paying increasing attention to Customer Experience Value as an important way to become more competitive .Customer Experience ,which is personalized and often affected by the personal experiences and values of a customer ,should be measured and valued in a certain social and cultural context .In spite of the Customer Experience Scale developed by hotels in the West ,Chinese hotels still need such a scale exclusively designed for themselves .This paper develops its own scale to measure Customer Experience by drawing on the connotations of Customer Experience and China’s context .The reliability and validity of the scale are also verified from many angles .Qualitative Research Methods and Quantitative Research Methods are both adopted and combined in this paper . Results show that Customer Experience consists of five dimensions :Environment ,Convenience ,Satisfaction ,Motivation and Switching Costs .