OnlinetoOffline模式下顾客间互动对满意度的影响研究.PDFVIP

Modern Management 现代管理, 2016, 6(4), 136-145 Published Online August 2016 in Hans. /journal/mm /10.12677/mm.2016.64018 The Impact of Customer Interaction on Satisfaction in Online to Offline Model —Take the Fitness Industry in Tianjin as an Example Ali Qiu, Zixin Wang, Weijie Zhang Department of Business Administration, Tianj in University of Fiancé and Economics, Tianj in th th th Received: Aug. 4 , 2016; accepted: Aug. 19 , 2016; published: Aug. 24 , 2016 Copyright © 2016 by authors and Hans Publishers Inc. This work is licensed under the Creative Commons Attribution International License (CC BY). /licenses/by/4.0/ Abstract In the new business environment, the interaction between customers is an important factor that affects the value creation of enterprises. However, the existing research of the interaction between the customers mainly focuses on the discussion of the service field; the research of the customer interaction based on the network platform has not attracted the attention of scholars. Based on this, this paper takes the O2O business model as the research background, takes the fitness indus- try as an example, and builds the theoretical model of the influence of customer interaction on customer satisfaction. Empirical study shows that customers’ friendly conversation, helping beha- vior, customers’ information communication, cognition interaction and positive emotional inte- raction have significant positive impact on satisfaction. Breach of etiquette between customers, interference between the behavior of the dispute, the scale of the customer and the customers’ negative emotion interaction have