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    Title: 體驗行銷對顧客滿意度與顧客忠誠度影響之研究-以爵士音樂餐廳Brown Sugar為例
    A Study of the influence on customer satisfaction and loyalty on experiential marketing-The Case of Brown Sugar Jazz Club & Restaurant
    Authors: 施宥如
    Alicia
    Contributors: 祝鳳岡
    施宥如
    Alicia
    Keywords: 體驗行銷
    策略體驗模組
    顧客忠誠度
    顧客滿意度
    Date: 2007
    Issue Date: 2009-09-17 18:39:07 (UTC+8)
    Abstract: 21世紀的消費環境已經逐漸轉型到體驗經濟的時代，以及各國文化的快速交流，帶動了各國飲食文化的進入，造成台灣傳統飲食文化的不少改變與衝擊，因此國人對於生活更加講究。因消費型態之改變，這個世代之消費者，已經從重視商品的性能與效益轉而為追求能創造美好回憶之商品，對於產品的要求，也由理性的決策行為轉向理性與情感並重的消費者行為。當今消費者注重的已不再是實體商品本身的實用性，而消費者所追求的是觸動情感、刺激心靈的感覺，以及在消費過程中帶給消費者的體驗。故企業運用情境、顧客喜好的消費體驗，替顧客打造ㄧ個有價值的體驗，稱之為體驗行銷。體驗行銷是進入體驗經濟後的一個重要趨勢，而學者亦提出體驗行銷的概念，認為企業可以藉由感官、情感、思考、行動、關聯五種體驗來提高消費者的價值認知。本研究認為體驗行銷與顧客滿意度、顧客忠誠度三者間應該具有高度的影響關係，故將研究概念加以連接，並探討概念間的相關性之因果關係。欲以體驗行銷的觀念出發，來探討這熱門的學理，也提供欲實行體驗行銷的企業，有一份參考的依據。
    本研究將體驗行銷分為：感官體驗、情感體驗、思考體驗、行動體驗、關聯體驗等五大構面，將顧客滿意度以感受品質與顧客整體滿意兩大構面進行評量，將顧客忠誠度以情感忠誠、口碑、推薦行為、行動忠誠四大方向進行評估。本研究以三者之相關性研究做探討，而研究方法採用便利抽樣方式進行發放，並以體驗行銷主題式餐廳－Brown Sugar Jazz Club & Restaurant做為研究對象。
    Experiential marketing era is coming and cross-culture exchanges drive various foods culinary into Taiwan. The impact of the foods culinary in Taiwan causes customers to be very fastidious about what they eat. Customers who place a high premium on the merchandise function transfer focusing on the memorial merchandise. Customers request merchandise from focusing on ration to focusing on ration and emotion. Customers request merchandise not only practical, but also make customers satisfied. So the commodities and the services are not that important to customers anymore, but the experience from the innermost feelings, this kind of feelings are influencing with each other from the external physique and the intrinsic knowledge, and the emotions. The experiential marketing is to create delightful and memorable experience throughout the entire consumption process. Experiential marketing is an important trend upon entering the age of experience economy and is proposed by the scholar who consider enterprise upgrading customer’s perception by sense、feel、think、act、relation. Kolter (1996) said the major practice of the enterprises’ marketing activities are containing customer satisfaction and developing customer loyalty. We consider the strong interrelationships among experiential marketing are obvious. It’s based on the concept of the experiential marketing is to build a criteria towards the application of marketing.
    According to the literature reviews, the experiential marketing includes five dimensions: sense, feelings, thinking. acting and relation. The customer satisfaction is measured by customers’ perceived performance and quality of the product of the service. The customer loyalty is measured by the level of repeating purchases. By using convenience sampling, customers are approached while enjoying in Brown Sugar Jazz Club & Restaurant.
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    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    95362027
    96
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095362027
    Data Type: thesis
    Appears in Collections:[Advanced MBA, NCCU] Theses

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