Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.contributor.advisor | 高怡幸 (SHTM) | en_US |
| dc.contributor.advisor | 李咪咪 (SHTM) | en_US |
| dc.creator | 王慎军 | - |
| dc.creator | Wang, Shenjun | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/14360 | - |
| dc.language | Chinese | en_US |
| dc.publisher | Hong Kong Polytechnic University | en_US |
| dc.rights | All rights reserved | en_US |
| dc.title | 探索奢华餐厅全渠道顾客体验–以上海奢华餐厅为例 | en_US |
| dcterms.abstract | 在移动互联网技术日新月异的推动下，奢华服务行业正在经历前所未有的变革。这些变化正在重塑顾客旅程，奢华服务提供商正日益重视在顾客旅程的每个阶段实现数字化连接，以增强价值创造。尤其是奢华餐饮业，消费者对沉浸式、多感官体验的需求日益增长，促使奢华餐厅意识到，全面理解和参与顾客旅程的每一个接触点至关重要。本研究基于 “Phygital” 顾客体验框架，并结合服务消费三阶段模型，旨在探讨奢华餐厅如何通过线上与线下体验的无缝融合，满足消费者不断变化的期望，提供卓越的顾客体验。 | en_US |
| dcterms.abstract | 本研究采用质性研究方法，分别对 17 位米其林餐厅的高层管理人员和 15 位经常造访奢华餐厅的顾客进行半结构化的深度访谈。研究发现，根据顾客在奢华餐厅中追求的奢华价值，消费者可分为四个不同的群体：追求享乐价值与自我认同价值的 “美食家/老钱”，注重社交价值的 “商务人士/精英”，强调功能价值的 “仪式型客人/家庭”，以及体现炫耀性价值的 “网红/打卡者”。在购买前阶段，研究识别出了一个新的构念 “数字感官预体验”，它已成为消费者决策过程中的一个重要依据。在服务接触阶段，发现了两种主要的服务互动模式：以 “主厨为中心” 的顶级奢华餐厅，强调主厨对顾客体验的控制力；以及以 “顾客为中心” 的大众奢华餐厅，注重私人订制与前置化服务。在离店后阶段，通过数据沉淀与情感沉淀的双螺旋结构，帮助顾客实现价值认同并促进顾客忠诚度的形成。 | en_US |
| dcterms.abstract | 本研究在现有理论框架的基础上，提出了一个全新的奢华餐厅顾客体验模型，涵盖了从数字化到物理体验再到情感体验全过程。这不仅为顾客体验与奢华消费的相关文献提供了新的理论贡献，也为奢华餐厅经理提供了切实可行的实践启示，帮助其在各接触点上增强顾客互动与参与，在竞争激烈的市场环境中实现体验驱动的差异化竞争优势。 | en_US |
| dcterms.alternative | The exploration of omnichannel customer experience in luxury restaurants – a case study of luxury restaurants in Shanghai | en_US |
| dcterms.extent | vii, 204 pages : color illustrations | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2025 | en_US |
| dcterms.educationalLevel | DHTM | en_US |
| dcterms.educationalLevel | All Doctorate | en_US |
| dcterms.LCSH | Restaurants -- China -- Shanghai | en_US |
| dcterms.LCSH | Restaurant management | en_US |
| dcterms.LCSH | Customer services -- Management | en_US |
| dcterms.LCSH | Customer relations -- Management | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 9013.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.23 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/14360