本論文以鄭州市咖啡館為研究對象。在理論分析中，對國內外體驗營銷相關理論和顧客滿意理論進行梳理，結合鄭州市的發展現狀分析咖啡館營銷環境。在實證分析中，借鑒 Schmitt 的體驗模塊提出鄭州市咖啡館體驗營銷的模型，在該模型的基礎上形成本論文的調查問卷，包含五個變量（咖啡館感官體驗、咖啡館情感體驗、咖啡館思考體驗、咖啡館行動體驗、咖啡館關聯體驗）和 25 個二級因素指標，運用 SPSS17.0 軟件對調查問卷的初始數據進行統計分析，得出咖啡館顧客體驗與顧客滿意度之間的關系以及影響程度，計算出鄭州市咖啡館顧客整體滿意度，運用重要性--滿意度四分圖法將影響因素劃分到四個象限，本論文主要對落入急需改進區的影響因素，提出更具有針對性的體驗營銷策略。
研究結果表明：咖啡館感官體驗、咖啡館情感體驗、咖啡館行動體驗、咖啡館思考體驗、咖啡館關聯體驗對顧客滿意度均有顯著的正相關關系，五個變量按對顧客滿意度的影響程度從大到小排列：感官體驗、情感體驗、行動體驗、思考體驗、關聯體驗。在鄭州市咖啡館體驗營銷策略研究部分，根據重要性--滿意度四分圖將影響因素劃分到不同的象限內，主要針對急需改進區的影響因素，提出優化咖啡館顧客體驗營銷建議。
通過研究，文章提出的具體對策主要包括以下五個方面：建立全方位的感官體驗策略；營造全新的情感體驗策略；激發有創意的思考體驗策略；打造多層次的行動體驗策略；增強有感召力的關聯體驗策略。希望通過這些體驗營銷策略的實施，提高鄭州市咖啡館的顧客滿意度，促進顧客忠誠的形成。最后，指出研究的局限性，對后續研究進行了展望。
ABSTRACT
The progress of science and technology makes the product homogeneity, and the homogenizationof products also promote the fierce competition in the market. The unique experience is becoming moreand more important, enterprises only have a good grasp of the real needs of customers, to providecustomers high-quality products, humanized service, and consumer desire experience, can make theexperience something of real value, which will help rnterprises survive in the long and fierce competition.
This has become the key to the success of the enterprise in the experience of the economic revolution.
Zhengzhou, the capital of Henan Province, and the largest city in the Central Plains, which has theconvenient transportation and developed economy, which also has provided the good conditions for thedevelopment of the café。 The cafe is a place for people to relax and dining, and is the fashion place of theurban population's entertainment, which has been more and more popular with consumers. If Cafeteriawant to get long-term development, it is necessary to get more customer resources in the terminal market.
And a good experience will become a powerful weapon for customer terminal resource battle.
This paper takes Zhengzhou cafe as the research object. In the theoretical analysis, the domesticand foreign experience marketing theory and customer satisfaction theory are analyzed. According to thestatusquo of the development of Zhengzhou to analyze the café‘s marketing environment. In the empiricalanalysis, the model of experiential marketing of Zhengzhou coffee shop is proposed by the experiencemodule proposed by Schmitt. On the basis of the model form the questionnaire contains five variables and25 secondary factors. By using SPSS17.0 statistical software to analyze the initial data of the questionnaire,the relationship between experience marketing and customer satisfaction, the influence degree of the coffeeshop was obtained, and the overall customer satisfaction degree of Zhengzhou coffee shop was calculated.
By using the importance - satisfaction four points chart will affect the factors divided into four quadrants,influencing factors can be concluded that what factors are needed to be improved in Zhengzhou's cafe.
The conclusions of this study are summarized as following: cafe sensory experience, cafe feelingexperience, cafe action experience, cafe thinking experience and cafe relation experience on customersatisfaction have significant positive correlation. According to the effect of the size on customer satisfaction,five variables are arranged in the order of sensory experience, feeling experience, action experience,thinking experience, relation experience. In the section of experience marketing strategies of cafe inZhengzhou, according to the importance - satisfaction quarter Figure factors will be divided into differentquadrants. Marketing suggestions are put forward for urgent need to improve the area of influencefactors.so as to help improve customer satisfaction and formation of customer loyalty. The paper gives therecommendations of the Zhengzhou's cafe as shown: establish comprehensive sensory experience strategy;build new feeling experience strategy; stimulate creative thinking experience strategy; establish multi-levelaction experience strategy; enhance charismatic association experience strategy. In the end, this studyshows the limitations and future directions of this research.
KEY WORDS: cafe, experience, experience marketing, customer satisfaction, demonstration analysis
目 錄
摘 要
ABSTRACT
第一章 緒論
1.1 選題背景及研究意義
1.1.1 選題背景
1.1.2 研究意義
1.2 研究方法
1.3 研究內容
1.4 論文技術路線
1.5 研究的創新與不足
1.5.1 研究的創新點
1.5.2 研究的不足之處
第二章 文獻綜述
2.1 體驗營銷的相關理論
2.1.1 體驗的內涵
2.1.2 體驗營銷的`內涵
2.1.3 體驗營銷的特征
2.1.4 顧客體驗的維1度
2.1.5 體驗營銷的策略研究
2.2 顧客滿意的相關理論
2.2.1 顧客滿意的定義
2.2.2 顧客滿意度的測量
2.2.3 顧客滿意度相關模型
2.3 本章小結
第三章 研究方案設計
3.1 研究假設
3.2 模型設定
3.3 研究變量可操作化界定
3.3.1 研究變量釋義
3.3.2 顧客體驗量表
3.3.3 顧客滿意度量表
3.4 問卷設計與抽樣調查
3.4.1 問卷設計
3.4.2 抽樣調查
第四章 鄭州市咖啡館顧客體驗對顧客滿意度的影響分析
4.1 描述性分析
4.1.1 樣本的描述性統計分析
4.1.2 測量指標的描述性統計分析
4.2 數據的有效性分析
4.2.1 信度分析
4.2.2 效度分析
4.3 數據分析與假設檢驗
4.3.1 因子分析
4.3.2 相關分析
4.3.3 回歸分析
4.4 鄭州市咖啡館各因素滿意度分析
4.4.1 確定指標權重的相關理論
4.4.2 各因子顧客滿意度的計算
4.4.3 顧客整體滿意度的計算
4.5 重要性--滿意度分析
4.5.1 重要性--滿意度四分圖
4.5.2 各要素重要性--滿意度四分圖分析
4.6 本章小結
第五章 鄭州市咖啡館體驗營銷策略研究
5.1 建立全方位的感官體驗策略
5.1.1 強化主題風格
5.1.2 優化背景音樂
5.1.3 保持咖啡自然香氣
5.1.4 提供多樣化產品
5.2 營造全新的情感體驗策略
5.2.1 洞察顧客心情與情緒
5.2.2 提供貼心服務
5.2.3 營造情感氛圍
5.3 激發有創意的思考體驗策略
5.3.1 把握求知欲，提供知識學習空間
5.3.2 巧設懸念，激發好奇心
5.4 打造多層次的行動體驗策略
5.4.1 鼓勵顧客參與活動
5.4.2 提供增值服務
5.5 深化全面的關聯體驗策略
5.5.1 塑造品牌，構建企業文化
5.5.2 彰顯顧客身份，增強社群歸屬感
5.5.3 拓寬渠道，宣傳咖啡文化
5.6 本章小結
第六章 結論與展望
6.1 結論
6.2 研究的局限性與展望
6.2.1 研究的局限性
6.2.2 研究展望
參考文獻
致 謝
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