The Exploratory Study of Consumer Experience Journey-The Perspective of Experiential Value and Consumer Learning

• Main Authors: Cheng-Yang Yu, 游証揚
• Other Authors: 黃哲盛
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/6tyz9b

碩士 === 淡江大學 === 國際企業學系碩士班 === 103 === This is the first study probing the dynamic of consumer value in a consumer journey through a viewpoint of consumer learning. Through interviewing and analyzing the dynamic of consumer journey in the perspective of consumer learning, it was found that experiential value in consumer journey would be changed when the time passed by. Most of consumers have changes of experiential value in their consumer journey. Besides, consumers would experience more than one experiential value at the same time no matter the experiential value is intrinsic or extrinsic. And there is an interesting discovery that consumers who start their journey with extrinsic value, their main experiential values would not be extrinsic values after a long period of time passed. Consumers would put more attention on those parts that they did not notice before when having more understanding about the target product category or brand. As for the change of pursuing experiential value, consumers learn and experience through many different ways, which make them pursue different or more than one experiential value. However, there is an interesting found that consumers still pursue the same experiential value even though they suffered bad experiences. However, it is also found that there would be a ‘derailment’ in consumer journey occurring when the brand “over treated” to their customers. And this impact of “derail of consumer journey” depends on then length of the consumer journey and the depth of the brand or the certain product category.