论文部分内容阅读
本文以高速列车乘客为研究对象,借助体验管理理论,探讨高速列车运行状况对乘客体验、满意度和再乘意愿的影响。研究发现,第一,高速列车运行状况如噪音、振动、欠平稳性会提高乘客的感知风险,对乘客的情绪、舒适、信任和感知速度具有负向影响;第二,过高的感知速度会提高乘客的感知风险,继而降低再乘意愿;第三,舒适度和信任感有助于提高乘车满意度,从而提高再乘意愿。研究结果构建了高速列车乘客体验与再乘意愿的理论模型,拓展了体验管理理论在高速列车领域的运用,拓宽了对乘客体验如舒适感、感知速度、感知风险等的理解范畴,并为铁路管理部门如何提升客户体验和持久赢得客户提供了参考建议。
In this paper, high-speed train passengers as the research object, with the experience management theory to explore the high-speed train operating conditions on passenger experience, satisfaction and reluctant intention. The research shows that, firstly, the operating conditions of high-speed trains such as noise, vibration and unsteadiness increase passenger’s perceived risk, which has a negative impact on passenger’s emotion, comfort, trust and perceived speed. Second, excessive perceived speed Improve the passenger’s perceived risk, and then reduce the willingness to repeat; Third, comfort and trust contribute to improve car satisfaction, thereby increasing re-willingness. The research results build a theoretical model of passenger experience and willingness to fly in high-speed trains, expand the application of experiential management theory in high-speed trains, broaden the understanding of passenger experience such as comfort, perceived speed and perceived risk, Management how to enhance the customer experience and long-win customers to provide a reference.