Este estudo apresenta e discute o conceito de experiência do cliente com especial enfoque para a gestão da experiência do cliente em empresas do setor automotivo no Brasil. Neste estudo, o termo \"experiência do cliente\" é referido pelo termo em inglês customer experience. Percebe-se que as limitações conceituais se referem a tratamentos parciais de customer experience, ora focando na visão do cliente, ora focando na visão da marca. Esses tratamentos conceituais parciais de customer experience são refletidos também nos principais modelos conceituais publicados, modelos estes que buscam, muitas vezes, representar a realidade do mercado. Nos últimos anos, o setor automotivo, influenciado por um novo perfil de consumidor, mais exigente e menos interessado na posse de veículos e por alterações na sua jornada, decorrentes da digitalização dos canais, vem buscando alternativas para reter seus clientes através do desenvolvimento de estratégias de customer experience. Dessa forma, a partir de limitações encontradas, este estudo levanta os principais conceitos e modelos de customer experience publicados e os confrontam com a aplicação dessa ferramenta em grandes marcas comercializadoras de veículos no Brasil, através da venda ou do aluguel. A partir dos dados coletados e do cruzamento com a teoria e os modelos teóricos, dois achados importantes derivam deste estudo: a definição de um novo conceito de customer experience, mais abrangente, respeitando a visão do cliente e das marcas, e a descoberta de um grupo de quinze elementos utilizados em customer experience, interpretados a partir dos modelos teóricos analisados e que são confrontados com a aplicação prática nas empresas do setor automotivo pesquisadas, demonstrando haver uma vasta e abrangente aplicação de customer experience no setor. Dessa forma, este estudo avalia a aplicação de customer experience no setor automotivo do Brasil, aprofunda o desenvolvimento conceitual do tema e orienta sua aplicação prática para os gestores e profissionais de marketing. / This study presents and discusses the concept of customer experience with a special focus on the management of customer experience in companies in the automotive sector in Brazil. It can be seen that the conceptual limitations refer to partial treatments of customer experience, sometimes focusing on the vision of the client, sometimes focusing on the vision of the brand. These partial conceptual treatments of customer experience are also reflected in the main published conceptual models, models that often seek to represent the reality of the market. In recent years, the automotive sector, influenced by a new consumer profile, more demanding and less interested in vehicle ownership and changes in the customer\'s journey, due to the digitization of the channels, have been seeking alternatives to retain the customer through the development of strategies of customer experience. Thus, based on limitations found, this study raises the main concepts and models of published customer experience and confronts them with the application of this tool in major brands that commercialize vehicles in Brazil, through their sale or rent. Based on the data collected and the intersection with theory and theoretical models, two important findings derive from this study: the definition of a new concept of customer experience, more comprehensive, respecting either the vision of the client and the brands and the discovery of a group of fifteen elements used in customer experience, interpreted from the theoretical models analyzed that are confronted with the practical application in the companies of the automotive sector researched, demonstrating a vast and comprehensive application of customer experience in the sector. Thus, this study evaluates the application of customer experience in the Brazilian automotive sector, deepens the conceptual development of the theme and guides its practical application for managers and marketers.

Schmitt (1999) 提出體驗行銷的五種類型分別為感官、情感、思考、行動與關聯，並分別定義出這些行銷方法的意義與影響。李德儀 (2005) 以深度訪談法提出消費幻想的基本概念與構面，謝易儒 (2009) 重新定義幻想的四大構面：取得距離、過去經驗、細膩程度與持續程度，並發表消費幻想的量表。本研究認為體驗行銷能夠滿足Holbrook與Hirschman (1982) 提出於消費體驗中的幻想，因此本研究探討Schmitt (1999) 的五種體驗行銷是否能滿足不同幻想程度的消費者。 　　本研究採實驗法，共有五個子實驗。經過前測後，設計出五組模擬彩色廣告，每一組各包含兩張廣告，一張為含有體驗行銷訴求的廣告，一張為不含體驗行銷的廣告，共十張受測者觀看廣告後，藉由問卷衡量出對廣告的看法以及幻想程度。本研究採用五種體驗之2（體驗行銷的有無）x 2（消費幻想程度高低） MANOVA，分析測試受測者面對有無體驗的廣告對廣告內容的偏好度與認知程度是否有所影響，並且衡量體驗與幻想的交互作用是否顯著。 　　研究結果顯示：一、面對情感體驗行銷，相對於幻想持續程度低者，幻想持續程度高者對行銷內容的偏好度與認知程度較高。二、面對關聯體驗行銷，相對於幻想細膩程度低者，幻想細膩程度高者對行銷內容的偏好度與認知程度較高。 　　整體而言，本研究發現情感體驗能夠影響幻想持續程度高的消費者，關聯體驗能夠影響幻想細膩程度高的消費者，廠商若針對不同幻想程度的消費者進行特定的體驗行銷，能夠增加消費者對產品或服務的偏好度與認知程度，達到更好的體驗行銷效果。 / Schmitt (1999) pointed out five modules to interpret “Experiential Marketing,” “Sense,” “Feel,” “Think,” “Act” and “Relate,” and defined the meaning and effectiveness of these marketing methods. Lee (2005) defined “Consumption Fantasy,” and Hsieh (2009) identified the four dimensions: “Accessibility,” ”Pass Experience Relatedness,” “Fineness,” and “Continuity,” and then developed the fantasy inventory. In addition, Holbrook and Hirschman (1982) suggested that fantasy is a part of consumption experience, which can be satisfied during the consumption. Therefore, the purpose of this study is to explore the effects of various kinds of experiential marketing on consumers with different levels of consumption fantasy. Experiments are used for this study. Five sets of fictitious colored advertisements were designed; each set had two advertisements of experiential marketing and non-experiential marketing. A 2 (experiential marketing: yes versus no) x 2 (consumption fantasy: high versus low) experimental design collected data from student samples via traditional paper-and-pen or the website on the Internet. The results of the research are as the followings. (1) The advertisement contained with the “Feel” experiential marketing affected consumers with strong "continuity" fantasy more than others. (2) The advertisement contained with the “Relate” experiential marketing affected the consumers with strong "Fineness" fantasy more than others. To sum up, the key finding of this study is that different “Experiential Marketings” can affect consumers on specific fantasies more than others. Thus, marketers can employ specific experiential marketing for the right target to enhance their preference to the products and services advertised.

現今的零售市場日趨多樣化與細密分割、消費者資訊超載的情況嚴重，傳統行銷溝通工具的效果已不復以往。體驗經濟的倡導者Gilmore and Pine(2008)認為，相對於廣告所創造的虛假體驗，營造引人入勝的消費場所，是當今企業展現真實體驗、促發消費慾望的重要手段。而旗艦店，儼然成為當今企業創造獨特品牌體驗的重要策略，形成一種跨國界、跨產業的趨勢。 過去旗艦店研究多以企業經營的立場，就成本、獲利等傳統管理觀點，探討旗艦店的設立對企業端的影響。較少從消費者體驗的觀點，瞭解旗艦店的品牌性功能，也少有研究試圖從體驗行銷的面向來分析旗艦店。因此，本研究則試圖從消費者的觀點出發，藉由探討旗艦店與其他商店型態間的差異之所在。本研究選擇以Apple與SONY兩大3C品牌做為研究對象，檢視台灣現有3C品牌旗艦店在消費體驗上的優勢與影響，並進一步探究旗艦店體驗行銷優勢對品牌關係品質的影響效果。 本研究的主要目的有三：(1) 釐清旗艦店的本質；(2) 探討旗艦店與非旗艦店在體驗行銷構面上的差異；以及(3) 探討旗艦店與非旗艦店的體驗行銷差異，是否對品牌關係品質造成影響。 研究結果發現，雖然學術界企圖對旗艦店概念提出完整明確的界定，但是實務層面，旗艦店仍舊是以企業主觀認定為準，無論在形貌或規模上皆存在差異，因此難以在消費者心中形成具體的想像，與學術研究中的定義也有若干程度的落差。而針對兩個案品牌旗艦店(Studio A生活體驗旗艦店、SONY 101旗艦店)體驗行銷的檢證，則顯示兩個案旗艦店無論在體驗媒介或體驗形式構面，都未達到過去研究所指陳的絕對性優勢，尤其與同等級門市的差異性過小，無法呈現所謂的旗艦特性。然而，本研究亦發現，商店體驗行銷確實會對品牌關係品質造成正向影響，因此本研究認為，無論是否掛上旗艦店的招牌，優化商店元素(空間、商品、服務)、強化體驗感受，絕對是企業提升品牌關係時的重要策略。

無 / Backpacker is an emerging new market niche in current International tourism market. It’s important to understand backpackers’ touring experiences with specific national identity to benefit global destination experience providers. Therefore, metaphors concerning backpacking experiences are projected first. Second, from the perspective of experiential marketing, this study is attempted to analyze Taiwanese backpackers’ outbound traveling experience elements which engage sense, feel, think, act, and relate experiences for creating unique and lasting memories, by examining direct influential factors. Then, according to their satisfaction statements, their perspectives about overall on-tour experiences are concluded. This study adopts quasi-netnography methodology, alone with event-based narrative inquiry technique, to analyze 37 Taiwanese backpackers’ online narratives on backpackers.com.tw. The metaphors, direct influential factors (personnel, other tourist, product/souvenir, and physical environment) on five experience modules (sense, feel, act, think, and relate), and satisfaction (overall evaluation, recommendation, and willing of revisit) are examined. And, the reliability check achieves significance level. The results show that five metaphors can be seen as bases for designing unforgettable backpacking experiences. And, aside from direct influences, there are also other three indirect influences (media, cultural status, and resource constraint). Further, “people” and “environment” factors influence Taiwanese backpackers’ on-tour experiences most. Next, their experiences encompass multi-sensory experiences, engaged/involved emotions, personal cognitive development, social relationship building, and personal fulfillment. Finally, the finding regarding satisfaction can be used as a management tool to enhance the overall experience. Thus, this study sheds light on offering practical insights to International tourism industry.

This study explores the application of wireless local area network (WLAN) in retailing industy for enhancing experiential marketing. As competition in the retailing industry increases, added with new entrants competing for old customers, department stores nowadays must consider new ways of attracting customers. Against that backdrop , experiential marketing becomes increasing important. Taking Kaohsiung¡¦s six department stores as cases for study, the author conducted a two-wave survey to examine whether and to what extent visitors of deparment stores appreciate the introduction and possible deployment of wireless local area networks as a means for enhancing experiential marketing. Using analytic hierarchy process (AHP) as a research method, this study sorts out not only the key success factors of introducing wireless Internet in the context of department stores but also the priority setting of those key success factors, which includes seventeen elements falling into five categories. Broadly put, marketing and promotion stands out as the first priority setting, followed by business model and infrastructure. The finding of such priority setting has deep implications for experiential marketing which also falls into five modules of analysis: sense, feel, think, act and relate. It shows that visitors are more satisfied with the aspects of sense and feel, whereas the other three leave rooms for improvement. By introducing and deploying information and communications technologies, such as WLAN, that weakness of experiential marketing can be improved.

台灣擁有得天獨厚的地理環境，觀光休閒產業蓬勃發展，其中溫泉資源對台灣休閒產業而言，不僅提供民眾豐富的泡湯經驗，更成為許多觀光區的主要行銷特點。在體驗經濟趨勢之下，遊客渴望的消費體驗不僅是物質本身，更尋求過程中獨一無二之體驗感受，因此近年溫泉產業的經營型態較以往更為多元；眾多業者皆以創造一次有價值的消費體驗為目標，企圖透過策略體驗模組(SEMs)的設計來傳遞令遊客愉悅滿意的消費經驗。 其中麗緻集團旗下溫泉會館，更被視為業界翹楚，無論硬體設施或軟體服務方面，都有相當口碑。本研究擬以麗緻集團旗下烏來璞石麗緻溫泉會館為例，採用多元性研究（Pluralistic Research Methodology）方法，先採取量化之問卷調查法來收集資料，針對於璞石麗緻會館完成消費的遊客為對象發放180份問卷，並將所收集之資料進行統計分析，第二階段則使用質化研究之焦點團體訪談法，藉由消費者之間的交互討論，了解消費者對於溫泉會館消費狀況之想法及感受。 研究結果顯示，體驗行銷特性在感官體驗、情感體驗、思考體驗以及關聯體驗方面對消費者之體驗價值有顯著影響，唯在行動體驗部分，並無法獲得實證上的支持。而體驗價值的四個面向：消費者投資報酬、服務優越性、美感及趣味性中；除了美感價值之外，對於顧客忠誠度皆有顯著正向影響。溫泉會館業者可由研究結果了解；若要達到顧客忠誠度之提升，則可積極創造消費者投資報酬、服務優越性及趣味性等體驗價值的提升，則對於顧客的再購意願；及推薦他人的意願都會有顯著的影響。 / The abundant natural resources in Taiwan enable the development of the tourism industry, amongst all; hot spring resource, provides not only the enjoyment of taking hot spring, but becomes a characteristic to market a tour spot. Amongst all, Landis Hotels & Resorts Group have been viewed as remarkable model in the industry, and provides excellent both service and equipment. This research take Pause Landis Resort in Wu Lai district as an example, and is using Pluralistic Research Methodology. First, 180 questionnaires will be send out to the consumers who had finished their consumption experience in Pause Landis Resort Wu Lai, and further analyze the collected data statistically. Second, a focus group discussion is launched, so to observe consumers actual feelings and comments for their consumption experience. As the research indicates; the relationship between Experiential Marketing and Experiential Value results in: Sense, Feel, Think and Relate show significant positive effect, whilst no empirical support is found in Act dimension. As to relationship between Experiential Value and Consumer Loyalty, except aesthetics; four dimensions show significant positive effect.

Thesis (MPhil)--University of Stellenbosch, 2003. / ENGLISH ABSTRACT: The purpose of the study was to investigate the controlled transfer of meaning that could be facilitated by the application of knowledge of sense-making theory. An object of communication, an advertisement, was consciously constructed on the basis of sense-making principles. An application of knowledge of sense making was then employed to assess the reception of the advertisement by a selected sample of respondents. The decision to select advertising as the choice of medium for the study stemmed from the increasing levels of criticism directed at this form of communication as a result of its frequent failure to deliver intended benefits for its sponsors. The intended benefits relate to the transfer of meaning that would prompt recipients of advertising messages to take an action that would be of value to the advertiser. More specific criticisms have centred on the failure of a growing number of advertising messages to deliver meaningful benefits as a result of their lack of relevance for the intended recipients of these communications. A call for a shift in mind-set away from traditional linear models currently employed to facilitate the design of advertising messages has prompted a growing recognition of the need to employ a more empathetic approach that would facilitate a positive interaction between an advertiser and a target audience. The emergence of what has been termed experiential marketing communications has advocated a view that advertising communications can promote stronger allegiances between organisations and their customers by the inclusion of meaningful sensory associations for recipients. This view, together with the insights revealed by those working in the field of sense making, suggested that the incorporation of sense-making theory could well accommodate the paradigm shift that has been called for in the design of advertising communications. The views and insights outlined above prompted the development of an advertisement that sought to incorporate sense-making theory into its construction. The requirement to allow for the transfer of intended meaning in the advertisement was facilitated by incorporating frames and cues, the design of which sought to assist in the resolution of equivocality and enable respondents to bridge cognitive gaps. The investigation took the form of an exploratory case study. The advertisement, constructed on the basis of sense-making theory, represented the control element of the study. In-depth interviews were conducted amongst grade 12 learners selected on the basis of their matching the target audience for which the advertisement had been designed. The semi-structured nature of the interviews followed a format that allowed for a comparison to be made between the intended input of meaning and the decoding of responses relating to the advertisement. Results indicated that there was a transfer of intended meanings incorporated into the advertisement as indicated in the decoded responses of respondents. These positive findings tend to indicate that a conscious application of sense-making theory to the construction of advertising messages could enhance their effectiveness. / AFRIKAANSE OPSOMMING: Die doel van hierdie studie was om die beheerde oordrag van betekenis, gefassiliteer deur die bepassing van kennis van die “sense-making” teorie, te ondersoek. ‘n Voorwerp van kommunikasie, ‘n advertensie, is doelbewus geskep op grond van die beginsels van die “sense-making” teorie. ‘n Toepassing van kennis van dié teorie is aangewend om die impak van die advertensie op ‘n steekproef van reagente te assesseer. Weens die voortdurende mislukking van die advertensie medium om beplande voordele aan die borge te lewer, styg vlakke van kritiek gerig tot hierdie medium. Juis hierdie statistiek het die besluit om die advertensie medium as voorwerp van studie te gebruik, laat ontwikkel. Die beplande voordele vir die borge hou direk verband met die oordrag van die betekenis wat die ontvanger van die advertensie boodskap sal aanpar om op te tree, en sodoende tot voordeel van die adverteerder sal strek. Kritiek is spesifiek gerig op die mislukking van al hoe meer advertensies wat nie betekenisvolle voordele lewer nie as gevolg van die irrelevansie van die vorm van kommunikasie vir die ontvanger. Die herkenning van die groeiende behoefde het ‘n beroep gemaak om ‘n paradigma skuif te maak, weg van die huidige, tradisionele, linêre model wat die ontwerp van advertensie boodskappe fassiliteer. Hierdie behoefte is om ‘n meer empatiese benadering in te stel, wat ‘n positiewe interaksie tussen die adverteerder en teiken gehoor sal fassiliteer. Die ontstaan van die sogenaamde “experietial marketing communications” het voorgestel dat die advertensie medium sterker getrouheid tussen organisasies en hul klante kan adverteer. Hierdie oogpunt, saam met die insig van dié gene wat in die veld van “sense making” werk, stel voor dat die inkorporasie van die “sense-making” teorie, wel die paradigma skuif, beroep op die ontwerp van die advertensie, kan akkommodeer. Dit het die ontwikkeling van ‘n advertensie met die “sense-making” teorie in sy konstruksie geïnkorporeer, aangewaldeer. Die vereiste om die oordrag van die beplande betekenis van ‘n advertensie te bewerkstellig, is gefassiliteer deur sketse en aanwysings te inkorporeer. Hierdie sketse en aanwysings is ontwerp om die voorkoming/oplossing van dubbelsinnigheid te ondersteun en om reagente te help om kognitiewe gapings te oorbrug. Die ondersoek het die vorm van ‘n ontdekkings gevallestudie aangeneem. Die advertensie, gebaseer op die “sense-making” teorie, het die kontrole element van die studie verteenwoordig. Onderhoude is indiepte gevoer met graad 12 leerders wat gekeur is op grond van die feit dat hulle in die teikengroep van die ontwerpte advertensie val. Die semigestruktureerde aard van die onderhoude het toegelaat dat die voorafbeplande blootstelling aan die betekenis vergelyk word met die dekodering van die terugvoering in verband met die advertensie. Resultate het gewys dat daar wel ‘n oordrag van die beplande, geïnkorporeerde betekenis in die advertensie plaas gevind het, wat bewys is in as ‘n dekodeerde reaksie van die reagent. Hierdie positiewe bevindings neig om te bewys dat ‘n bewuste aanwending van die “sensemaking” teorie tot die konstruksie van die advertensie wese die effektiewiteit van boodskappe verbeter.

In today’s ‘attention economy’, it seems insufficient to just offer products. Instead, it is crucial to provide the audience with deep, affective emotions and embodied experiences. This seems to be especially true for the fashion and lifestyle sector. As Sara Rossoni, a researcher in luxury management, summarizes, this industry is becoming a “trade of feelings” (2018, 40). To arrive at a comprehensive understanding of this phenomenon, this degree project approaches it through a case study of the transmedia story told across two media products released alongside the fashion house Balenciaga’s Fall 2021 collection. Thereby, the analysis is based on the ‘trade of feelings’ concept by Rossoni (2018) as an umbrella term to examine how the campaign connects emotionally with the audience and forms deep relationships. Various theories are integrated to get a comprehensive overview of the factors at play. They include embodied interaction, immersiveness, embodied presence, the inner branding model, experiential value, as well as gamification. The methodological approach is based on multimodal critical dis- course analysis according to Machin & Mayr (2012), which is combined with parts of the framework for transmedia storytelling by Gambarato (2013). The results indicate that there are intrinsically linked forces at play in this emotional bonding process – the multimodal features of the media products combined create an emotional, immersive, and embodied experience for the consumer. Particularly, among other aspects, this is achieved through an accessible, widespread release strategy; a unique, captivating virtual environment; gamification elements; as well as communicating relevant values to the Generation Z target audience and hence stimulating collective knowledge sharing among the brands’ fan community. Concluding, this thesis provides a comprehensive overview of the different emotional processes in these highly experiential fashion branding activities. Hence, it shows that this is a complex phenomenon with interrelated factors at play, with most of them happening on an unconscious dimension in the consumers’ mind. As there are certain limitations concerning this qualitative study rooted in subjectivity and the single-case approach, it would be effective for future research studies to employ more quantitative methods to arrive at more valid conclusions concerning this development in fashion and lifestyle branding.

在全球化浪潮的影響下，世界各國紛紛開始注意到「文化延續」的重要性，使得如何保存在地文化成為各國必須面臨的課題之一，創意產業與流行文化於是成為各國首推發展的產業。台北啤酒文化園區身為啤酒產業的發源地，奠定了台北啤酒文化園區於文化創意產業中所具有之重要性，但一項成功創意產業必須有賴於適當的經營方式，才能獲得消費者的支持與肯定。故本研究結合Schmitt之「體驗行銷」理論進行實證研究，根據「體驗行銷」、「生活型態」、「顧客滿意度」以及「品牌忠誠度」等理論基礎發展觀念性研究架構及問卷，研究目的在探討消費者的人口統計變項與生活型態對台北啤酒文化園區策略體驗模組、 顧客滿意度、品牌忠誠度的之影響，並分析策略體驗模組對於台北啤酒文化園區消費者之顧客滿意度、品牌忠誠度的關係。研究調查共回收樣本330份，有效樣本為297份。研究主要發現為：（1）不同人口統計變項與生活型態消費者對策略體驗模組感受有部份差異。（2）不同人口統計變項與生活型態消費者在顧客滿意度、品牌忠誠度有部份差異。（3）策略體驗模組與顧客滿意度、品牌忠誠度具中度相關及解釋力。最後，本研究對業界與未來的研究者提出適當的行銷策略與研究上的建議。 / In the trend of Globalization, the characteristics of local culture have become more and more important. The development of cultural creativity industry is thought to be the most important factor of national economy development and the promotion of quality of life. There are many countries that are starting to pay attention to how to preserve local culture. This study is aimed at the cultural creative industry, hoping the basic background and uniqueness of local culture in Taiwan can be understood through the characteristics of local culture. “Taipei Brewery” is the birthplace of Taiwan beer's local culture, so this study took “Taipei Brewery” as a case study. This thesis is based on the theory of "Experiential Marketing" built by Schmitt(1999),to proceed to a concrete investigation on the influence of SEMs(strategies of experiential modules) on Taipei Brewery's customers. The conceptual framework of this research is based on a literature review of the “Experiential Marketing”, “Life Style”, “Customer Satisfaction” and “Brand Loyalty”. This research uses a questionnaire to survey the customers of “Taipei Brewery”. The statistical package for the social science (SPSS12.0) system was utilized for the Descriptive statistics analysis, Pearson product-moment correlation, T-test match-pair, one-way ANOVA, Regression Analysis, Scheffe multiple comparisons, and a Cronbach α.. In total, 297effective questionnaires out of 330 were collected, and the effective response rate was 90.303%. The findings of this research are as follows: （1）The different demographic variables and lifestyles of consumers have a significant contrast between strategies of experiential modules. （2）The different demographic variables and lifestyles of consumers have a significant contrast between customer satisfaction and brand loyalty. （3）There is a positive correlation between strategies of experiential modules, customer satisfaction and brand loyalty. Finally, according to the results of the study we came up with a connotation for the theories and actual situations in running a business.

近年，網路商店如雨後春筍般興起，業者想在網路零售市場佔有一席之地並非易事，此種情況持續惡化是由於業者採用低價競爭策略所致，也使得網路商店之間的差異化程度消失殆盡。「體驗經濟」概念，根據顧客的慾望來營造體驗情境，提供業者一個可作為差異化基礎的思考方向。網路提供了多元的方式營造獨特的購物情境，當消費者沉浸於選購產品的樂趣中且內心需求被充分填滿時，將可提升消費者實際購買產品的可能性。 　　由於網際網路和電腦的普及，女性在資訊科技的使用上和以往相較之下已不致於造成太大困難，調查資料亦顯示女性網路購物群族在近幾年有漸增趨勢；除此，家庭中大部分品項的購物決策落在女性手中。基於上述原因，網路商店若想擴大收益，應重視女性市場的發展潛力。本研究關切的課題為網路商店提供何種體驗才能有效地留住女性顧客。 　　本研究以Schmitt之策略體驗模組作為體驗行銷架構，以產品特性為干擾變數，探討體驗行銷模組和顧客保留強度之間的關係。本研究採用網路問卷調查法蒐集樣本資料，並利用階層多元迴歸分析法來驗證整體架構。研究結果顯示，感官體驗、思考體驗、行動體驗和關聯體驗對顧客保留強度具有正向影響，行動體驗之影響程度較微弱，而情感體驗對顧客保留的效果未被確立。在產品特性對體驗行銷模組和顧客保留強度之間關係的干擾效果部分，風險變數的干擾效果未被確立；努力變數對思考體驗和顧客保留之間的關係具有顯著的干擾效果，且是決定女性消費者是否在網路商店購買產品的最關鍵因素。網路商店業者若想成功留住女性顧客，須營造具有啟發性與充滿新資訊的體驗情境，使女性消費者願意付出更多的努力沉浸於該情境中，進而在心境上自然而然地轉移至購物的決定。 / E-stores are springing up quickly for the past decade, making it increasingly difficult for retailers to survive in the Internet retailing market. The situation is worsened by low-price competitive strategy. To online shoppers, the differences among e-stores are shrinking. Facing this difficulty of differentiating themselves, the concept of Experiential Economy seems to come to the rescue for online retailers, because it suggests creating differentiation through offering experiences according to customer desire. Internet is especially promising in the construction of unique shopping environment without incurring high cost. By satisfying the psychological needs of customers, retailers can expect to differentiate themselves and close more deals. 　　Nowadays the use of Internet is equally popular between males and females. Survey data also showed that female online shoppers have increased in recent years. In addition, studies showed household purchasing decisions are largely undertaken by females. To strengthen their market advantage, retailers should pay more attention to female shoppers. Thus the purpose of this study is to examine which types of online experiences help to retain female customers more effectively. 　　The experiential marketing construct of this study is based on Schmitt’s strategic experiential modules (SEMs). This study empirically examines the effects among the experiential marketing modules, product properties, and customer retention intensity. The results show that SENSE, THINK, ACT and SOCIAL modules have positive effects on customer retention. The effect of the ACT module is confirmed, although much weaker, while the effect of the FEEL module is not confirmed. As for the moderating effects of product properties between the experiential marketing modules and customer retention, the result does not confirm the moderating effect of the risk factor of product properties; however, the effort factor in the product properties has significant moderate effect between the THINK module and customer retention. It is very interesting to discover female customers’ experiential preference that is described in the THINK module, because intuitively male customers, rather than female customers, are perceived to exhibit such preference. To retain female customers, online retailers need to construct an experiential condition which is rich in new information and is appealing to consumers’ creative thinking.