摘要
共享住宿平台中的顾客契合是顾客受到外部刺激后发生的心理变化及行为表现,由顾客契合意愿和顾客契合行为共同构成,能够通过促进交易双方之间契合关系的形成,助推共享住宿平台的高质量发展。通过向刺激-机体-反应分析框架中引入感知风险理论和个体异质性特征,揭示出顾客信任主导的交易行为驱动机制和顾客满意主导的非交易行为驱动机制,厘清了外部环境通过感知风险对顾客契合的驱动过程,明晰了共享住宿平台中顾客契合的形成动因,并从宏观、中观、微观三方面入手提出了促进顾客契合发生的对策建议。
Customer engagement in the shared accommodation platform refers to the psychological changes and behavior performances that occur in customers after being stimulated by external factors.It is composed of customer engagement intention and customer engagement behavior,and can help to advance the high-quality development of the shared accommodation platform by promoting the formation of engagement relationship between transaction parties.By introducing the perceived risk theory and individual heterogeneity characteristics into the stimulus-organism-response analysis framework,this study reveals the driving mechanisms of customer trust-dominated transactional behavior and customer satisfaction-dominated nontransactional behavior,clarifies the driving process of customer engagement by perceived risk in the external environment,and identifies the reasons for the formation of customer engagement in the shared accommodation platform.Based on macro,meso,and micro perspectives,this study proposes countermeasures and suggestions to promote customer engagement.
作者
贾婷
王博
JIA Ting;WANG Bo
出处
《上海商学院学报》
2023年第3期79-90,共12页
Business Economic Review
基金
国家社会科学基金一般项目“共享经济信任危机的分阶段演化机制及治理策略研究”(21BJY158)。
关键词
共享住宿平台
顾客契合
环境因素
驱动机制
shared accommodation platform
customer engagement
environmental factor
driving mechanism
作者简介
贾婷,哈尔滨工业大学人文社科与法学学院博士研究生(哈尔滨150001);王博,哈尔滨工业大学人文社科与法学学院教授(哈尔滨150001)。
