本研究利用實體問卷蒐集了367組有效問卷，並透過結構方程式與多群組分析來進行模型假說的驗證。研究結果我們發現各項互動與顧客體驗之間都有正向的關係，這樣的結果表示，第一線人員要盡可能的利用全通路的特性，掌握各通路來為顧客做即時無縫的服務，進而提升顧客的滿意度。 ;Nowadays, as technology tools and their capabilities continue to expand and evolve, more and more channels are available for customers to enjoy services. The information and services between channels have become increasingly smooth, become an Omnichannel environment. The Omnichannel enables frontliner to interact with customers through different ways and channels. Our research proposes a new model to explore the related between muti frontline interactions (individuated, relational, empowered, and developmental) and customer experience (cognitive, affective, behavioral, social). Finally, we also discussed the related between customer experiences and customer satisfaction. To examine our hypothesis, we use entity questionnaire to collected 367 valid dyads sample and verified by Structural Equation Modeling and multi-group analysis. The results of the study show that there is a positive relationship between the interactions and customer experience. This result indicates that the frontliner should try to use all channel to provide instant and seamless service for customers to improve customer satisfaction.
