:::

詳目顯示

回上一頁
題名:銷售人員的微笑對消費者衝動性購買的影響
作者:康緞 引用關係
作者(外文):Kang, Tun
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
學位類別:博士
出版日期:2011
主題關鍵詞:微笑衝動性購買自我監控價格敏感度smileimpulsive buyingself-monitorprice sensitivity
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:107
衝動性購買乃消費者行為重要之議題,過去的研究多著重於業者營造的情境、消費者情緒反應與衝動性購買的關係,但少有文獻研究微笑的影響性。有鑑於此,本文主要在於探討,消費者處於銷售人員具有微笑的情境時,對於消費者衝動性購買的影響性,並引進自我監控、產品涉入、價格敏感度、商店促銷、產品屬性等變數,探究消費者衝動性購買程度的不同。
本研究以進修部與進修學院840位學生為受測對象,有效問卷共計760份,有效問卷回收率90.48%。透過6個研究項目進行檢測。實證結果六項假設均成立,研究結果顯示:1. 接受銷售人員微笑表現的消費者,相較於未接受微笑表現者,前者衝動性購買的程度較高;2. 消費者具有高自我監控人格特質、低產品涉入、與低價格敏感度者,會正向增強銷售人員的微笑與消費者衝動性購買之間的關係;3. 當商店採取價格促銷策略時,銷售人員的微笑與消費者衝動性購買之間的關係會正向增強,然而非價格促銷策略卻減弱其間的關係;4. 當消費者購買享樂性產品時,銷售人員的微笑使消費者呈現較高程度的衝動性購買:但是當消費者購買功能性產品時,衝動性購買程度相對減弱。最後,本研究依據實證結果提出管理意涵與未來研究建議。
The researches have demonstrated impulsive buying as an important issue in con-sumer behavior. Previous research attempts to understand the relationship between shopping situation created by the organization, consumers’ emotional reaction and im-pulsive buying behavior. However, the smile issue is less studied so far. Based on the standpoint, this study empirically examines the relationship between salespersons’ smile and consumers’ impulsive buying.
The data is composed of night school students and is collected by 840 question-naires. Of all samples, 760 completed questionnaires were returned. The response rate is 90.48%. Empirical findings show that: 1. Salespersons’ smiling positively affects consumers’ impulsive buying; and 2. High self-monitoring personality, low-involvement and low price sensitivity consumers demonstrate higher impulsive buying than low self-monitoring, high-involvement, high price sensitivity consumers; and 3. Price pro-motion positively enhances the association of smile with impulsive buying; and 4. Smile incorporates more impulsive buying when they are offered hedonic products. How-ever, smile demonstrates lower level of impulsive buying when they are offered utilitar-ian products. Finally, the managerial implications can be derived from this study. And, some suggestions of this research are also discussed.
參考文獻
一、中文部份
王一芝(2005, October 4),十大服務業評鑑,遠見雜誌[線上資料],來源:http:// blog.roodo.com/rogelerlu228/archives/560
519.html [2005, October 4]。

杜武林(2005),做不到這12條,別說你會管理,經理人月刊[線上資料],來源:http://center.fotech.edu.tw/
~jeanlan/mana1.pdf [2005, August 1]。

林建煌,莊世杰,龔昶元,賴志松(2005),消費者行為中衝動性購買的前因與後果之模型探討,商管科技季刊,6(1),47-68。new window
吳佳容(2004, July 9),傑出店長選拔老闆變身店長鼓勵員工,工商時報[線上資料],來源:http://jackliaoola.blogspot.com/ 2004/07/blog-post_8791.html [2004, July 13]。
振信茶葉公司網站(2011, May),[線上資料],來源:http://www.doctor-tea.com.tw/c/profile.htm [2011, May]。
曾嘉英,宋念謙(2000),一切從微笑開始[線上資料],玉山銀行雙月刊,7-8月,來源:http://www.esunbank.com.tw/ about/42.essay [2000, July-August]。
遠東百貨公司網站(2011, May),微笑天使活動[線上資料],來源:http://www.feds.com.tw/gift2.asp?op=v&SNo=239[2011, May]。
蔡維奇,黃櫻美(2001),員工情緒表達影響因素之研究-以鞋店銷售員為例,管理評論,21(1),67-84。new window
盧諭緯(2004),2004年至2005年發現十大感動科技產品,數位時代雙週,(95),55-71。
二、英文部份
Adaval, R. (2001). Sometimes it just feels right: The differential weighting of affect-consistent and affect-inconsistent product information. Journal of Consumer Research, 28(1), 1-17.
Adelaar, T., Chang, S., Lancendorfer, K. M., Lee, B., & Morimoto, M. (2003). Effects of media formats on emotions and impulse buying intent. Journal of Information Technology, 18(4), 247-266.
Amick, B. C., Resendes, M., Rogers, W. H., Goodman, E., Kagan, J., & Tarlov, A. (2000). Behavioral and biological indicators of adolescent social class identification: A life course approach for studies of inequalities in health. Texas: University of Texas-Houston Health Science Center, School of Public Health.
Anderson, E. W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7(3), 265-274.
Applebaum, W. (1951). Studying consumer behavior in retail stores. Journal of Marketing, 16(October), 172-178.


Ash, M. K. (1984). Mary kay on people management. New York: Warner Books.
Bagozzi, R. P. (2000). On the concept of intentional social action in consumer behavior. Journal of Consumer Research, 27(3), 388-396.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality influence and store image. Journal of the Academy of Marketing Science, 22(4), 328-339.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.
Bateson, J. E., & Hui, M. K. (1992). The ecological validity of photographic slides and videotapes in simulating the service setting. Journal of Consumer Research, 19(2), 271-281.
Batra, R., & Ahtola, O. T. (1991). Measuring the hedonic and utilitarian sources of customer attitudes. Marketing Letters, 2(2), 159-170.
Baumeister, R. F. (2002). Yielding to temptation: Self-control failure, impulsive purchasing, and consumer behavior. Journal of Consumer Research, 28(4), 670-676.
Bayley, G., & Clive Nancarrow, C. (1998). Impulsive purchasing: A qualitative exploration of the phenomenon. Qualitative Market Research, 1(2), 99-114.
Beatty, S. E., & Ferrell, M. E. (1998). Impulse buying: Modeling its precursors. Journal of Retailing, 74(2), 169-191.
Beatty, S. E., & Smith, S. M. (1987). External search effort: An investigation across several product categories. Journal of Consumer Research, 14(1), 83-95.
Belk, R. W. (1984). Three scales to measure constructs related to materialism: Reliability, validity, and relationships to measures of happiness. Advances in Consumer Research, 11(1), 291-297.
Belk, R. W. (1985). Materialism: Trait aspects of living in the material world. Journal of Consumer Research, 12(3), 265-280.
Bellenger, D. N., Robertson, D. H., & Hirschman, E. C. (1978). Impulse buying varies by product. Journal of Advertising Research, 18(6), 15-18.
Bendapudi, N., & Bendapudi, V. (2005). Creating the living brand. Harvard Business Review, 83(5), 124-132.
Bernieri, F. J. (1988). Coordinated movement and rapport in student-teacher interactions. Journal of Nonverbal Behavior, 12(2), 120-138.
Berscheid, E. (1983). Emotion in close relationships. New York: Freeman.
Billieux, J., Van der Linden, M., d’Acremont, M., Ceschi, G., & Zermatten, A. (2007). Does impulsivity relate to perceived dependence and actual use of the mobile phone? Applied Cognitive Psychology, 21(4), 527-537.
Bitner, M. J., Booms, B. H., & Tetrault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
Bloch, P. H. (1981). An exploration into the scaling of consumers’ involvement with a product class. Advances in Consumer Research,1(8 ), 61-65.
Bloch, P. H., Sherrell, D. L., & Ridgeway, N. M. (1986). Consumer search: An extended framework. Journal of Consumer Research, 13(1), 119-126.
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210.
Briton, N. J., & Hall, J. A. (1995). Gender-based expectancies and observer judgments of smiling. Journal of Nonverbal Behavior, 19(1), 49-65.
Brody, L. R., & Hall, J. A. (1993). Gender and emotion. In M. Lewis & Jm. M. Haviland (Eds.), Handbook of emotions (pp. 447-460). New York: Guilford Press.
Brown, C. S., & Sulzer-Azaroff, B. (1994). An assessment of the relationship between customer satisfaction and service and friendliness. Journal of Organizational Behavior Management, 14(2), 55-75.
Campbell, L., & Diamond, W. D. (1990). Framing and sales promotion: The characteristics of a Good Deal. Journal of Consumer Marketing, 7(4), 25-31.
Chartrand, T. L., & Bargh, J. A. (1999). The chameleon effect: The perception-behavior link and social interaction. Journal of Personality and Social Psychology, 76(6), 893-910.
Clarke, K., & Belk, R. W. (1979). The effects of product involvement and task definition on anticipated consumer effort. Advances in Consumer Research, 6(1), 313-318.
Clover, V. T. (1950). Relative importance of impulse buying in retail stores. Journal of Marketing, 15(1) 66-70.
Cobb, C. J., & Hoyer, W. D. (1986). Planned versus impulse purchase behavior. Journal of Retailing, 62(4), 384-409.
Cox, K. (1964). The responsiveness of food sales to shelf space changes in supermarkets. Journal of Marketing Research, 1(2), 63-67.
Cramer, L., & Antonides, G. (2011). Endowment effects for hedonic and utilitarian food products. Food Quality and Preference, 22(1), 3-10.
Crawford, G., & Melewar, T C. (2003). The importance of impulse purchasing behavior in the international airport environment. Journal of Consumer Behavior, 3(1), 85-98.
Czepiel, J. A., Solomon, M. R., & Surprenant, C. F. (1985). The service encounter. Lexington, Massachusetts: Lexington Books.
Dabbs, J. M., Jr., & Dabbs, M. G. (2000). Heroes, rogues, and lovers: Testosterone and behavior. New York: McGraw-Hill.
D’Atoni, J. S., Jr., & Shenson, H. L. (1973). Impulse buying revisited: A behavioral typology. Journal of Retailing, 49(1), 63-76.
Davis, M. R. (1985). Perceptual and affective reverberation components. In A. P. Goldstein & G. Y. Michael (Eds.), Empathy: Development, training, and consequences (pp. 62-108). Hillsdale, New Jersey: Erlbaum.
Deadrick, D. L., & McAfee, R. B. (2001). Service with a smile-legal and emotional issues. Journal of Quality Management, 6(1), 99-110.
DeBono, K. G., & Packer, M. (1991). The effects of advertising appeal on perceptions of product quality. Personality and Social Psychology Bulletin, 17(2), 194-200.
Deeter-Schmelz, D. R., & Ramsey, R. P. (2010). A psychometric assessment of the Lennox and Wolfe self-monitoring scale in the sales force. Industrial Marketing Management, 39(7), 1162-1169.
Deutsch, F. M. (1990). Status, sex, and smiling: The effect of role on smiling in men and women. Personality and Social Psychology Bulletin, 16(3), 531-540.
Dhar, R., & Wertenbroch, K., (2000). Customer choice between hedonic and utilitarian goods. Journal of Marketing Research, 37(1), 60-71.
Dholakia, U. M. (2000). Temptation and resistance: An integrated model of consumption impulse formation and enactment. Psychology & Marketing, 17(11), 955-982.
Dimberg, U. (1982). Facial reactions to facial expressions. Psychophysiology, 19(6), 643-647.
Dittmar, H. (2005). A new look at compulsive buying: Self-discrepancy and materialistic values as predictors of compulsive buying tendency. Journal of Social and Clinical Psychology, 24(6), 832-859.
Dittmar, H., Beattie, J., & Friese, S. (1996). Objects, decision considerations and self-image in men’s and women’s impulse purchases. Acta Psychologica, 93(1-3), 187-206.
Dittmar, H., & Drury, J. (2000). Self-image - is it in the bag? A qualitative comparison between ordinary and excessive consumers. Journal of Economic Psychology, 21(2), 109-142.
Dommernuth, W. P. (1989). Promotion: Analysis, creativity and strategy (2nd ed.). Boston, Massachusetts: PWS-Kent Publishing Company.
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., & Nesdale, A. (1994). Store atmosphere and purchasing behavior. Journal of Retailing, 70(3), 283-294.
Donthu, N., & Garcia, A. (1999). The internet shopper. Journal of Advertising Research, 39(3), 52-58.
Donthu, N., & Gilliland, D. (1996). Observations: The infomercial shopper. Journal of Advertising Research, 36(2), 69-76.
Duclos, S. E., Laird, J. D., Schneider, E., Sexter, M., Stern, L., & Van-Lighten, O. (1989). Emotion-specific effects of facial expressions and postures on emotional experiences. Journal of Personality and Social Psychology, 57(1), 100-108.
Dutta, S., & Biswas, A. (2005). Effects of low price guarantees on consumer post-purchase search intention: The moderating roles of value consciousness and penalty level. Journal of Retailing, 81(4), 283-291.
Eckel, C. C., & Wilson, R. K. (2003). The human face of game theory: Trust and reciprocity in sequential games. In E. Ostrom & J. Walker (Eds.), Trust and reciprocity: Interdisciplinary lessons from experimental research (pp. 245-274). New York: Sage.
Ekman, P. (1985). Telling lies. New York: Norton.
Ekman, P., Davidson, R. J., & Friesen, W. V. (1990). The Duchene smile: Emotional expression and brain physiology II. Journal of Personality and Social Psychology, 58(2), 342-353.
Ekman, P., Friesen, W. V., & O’Sullivan, M. (1988). Smiles when lying. Journal of Personality and Social Psychology, 54(3), 414-420.
Engel, J. F., Blackwell, R. D., & Kollat, D. T. (1982). Consumer behavior (4th ed.). New York: The Dryden Press.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th ed.). New York: The Dryden Press.
Eroglu, S. A., Machleit K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research, 54(2), 177-184.
Eskin, G. J., & Baron, P. H. (1977). Effects of price and advertising in test-market experiments. Journal of Marketing Research, 14(4), 499-508.
Feinberg, F. M., Krishna, A., & Zhang, Z. J. (2002). Do we care what others get? A behaviorist approach to targeted promotions. Journal of Marketing Research, 39(August), 277-291.
Forgas, J. P. (1995). Mood and judgment: The affect infusion model (AIM). Psychological Bulletin, 117(1), 39-66.
Frank, M. G. (2002). Smiles, lies, and emotion. In M. H. Abel (Ed.), An empirical reflection on the smiles. New York: Edwin Mellen Press.
Frank, M. G., Ekman, P., & Friesen, W. V. (1993). Behavioral markers and reconcilability of the smile of enjoyment. Journal of Personality and Social Psychology, 64(1), 83-93.
Gangestad, S. W., & Snyder, M. (2000). Self-monitoring: Appraisal and reappraisal. Psychological Bulletin, 126(4), 530-555.
Gardner, M. P. (1985). Mood states and consumer behavior: A critical review. Journal of Consumer Research, 12(3), 281-300.
Gardner, M. P., & Rook, D. W. (1988). Effects of impulse purchases on consumers’ affective states. Advances in Consumer Research, 15(1), 127-130.
Gebing, D. W., Ahadi, S. A., & Patton, J. H. (1987). Toward a conceptualization of impulsivity: Components across the behavioral and self-report domains. Multivariate Behavioral Research, 22(3), 357-379.
Gillis, J. S., Bernieri, F. J., & Wooten, E. (1995). The effects of stimulus medium and feedback on the judgment of rapport. Organizational Behavior and Human Decision Processes, 63(July), 33-46.
Goldsmith, R. E., Kim, D., Flynn, L. R., & Kim, M. W. (2005). Price sensitivity and innovativeness among Korean consumers. Journal of Social Psychology, 145(5), 501-508.
Gountas, S., Ewing, M. T., & Gountas, J. I. (2007). Exploring consumers' responses to service providers’ positive affective displays. International Journal of Culture, Tourism and Hospitality Research, 1(1), 97-109.
Grandey, A. A. (2003). When the show must go on: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.
Gutek, B. A. (1995). The dynamics of service: Reflections on the changing nature of customer/provider interactions. San Francisco, California: Jossey-Bass Publishers.
Hall, J. A. (1985). Male and female nonverbal behavior. In A. W., Siegman & S. Feldstein (Eds.), Mutichannel integrations of nonverbal behavior (pp. 195-225). Erlbaum, New Jersey: Hillsdale.
Harker, L., & Keltner, D. (2001). Expressions of positive emotion in women’s college yearbook pictures and their relationship to personality and life outcomes across adulthood. Journal of Personality and Social Psychology, 80(1), 112-124.
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1992). Primitive emotional contagion. Review of Personality and Social Psychology, 14, 151-177.
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge University Press.
Hausman, A. (2000). A multi-method investigation of consumer motivations in impulse buying behavior. Journal of Consumer Marketing, 17(4/5), 403-419.
Heilman, C. M., Nakamoto, K., & Rao, A. G. (2002). Pleasant surprises: Consumer response to unexpected in-store coupons. Journal of Marketing Research, 39(2), 242-252.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
Herabadi, A. G., Verplanken, B., & Van Knippenberg, A., (2009). Consumption experience of impulse buying in Indonesia: Emotional arousal and hedonistic considerations. Asian Journal of Social Psychology, 12(1), 20-31.
Hess, U., Beaupré, M. G., & Cheung, N. (2002). Who to whom and why - cultural differences and similarities in the function of smiles. In M. Abel (Ed.), An empirical reflection on the smile (pp. 187-216), New York: The Edwin Mellen Press.
Hinsz, V. B., & Tomhave, J. A. (1991). Smile and (half) the world smiles with you, frown and you frown alone. Personality and Social Psychology Bulletin, 17(5), 586-592.
Hirshman, E. C. (1980). Attributes and layers of meaning. In: J. Olsen (Ed.), Advances in consumer research, 7(pp 101-118). Ann Arbor, Michigan: Association for Consumer Research,.
Hirshman, E. C. (1986). The effect of verbal and pictorial advertising stimuli on aesthetic, utilitarian and familiarity perceptions. Journal of Adverting, 15(2), 27-34.
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marking, 46(3), 92-101.
Hoch, S. J., & Loewenstein, G. F. (1991). Time-inconsistent preferences and consumer self-control. Journal of Consumer Research, 17(4), 492-507.
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
Hsieh, A. T., & Chang, W. T. (2004). The effect of consumer participation on price sensitivity. Journal of Consumer Affairs, 38(2), 282-296.
Huber, J., Holbrook, M. B., & Kahn, B. (1986). Effects of competitive context and of additional information on price sensitivity. Journal of Marketing Research, 23(3), 250-260.
Jarboe, G. R., & McDaniel, C. D. (l987). A profile of browsers in regional shopping malls. Journal of the Academy of Marketing Science, 15(1), 46-53.
Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974-981.
Jones, M. A., Reynolds, K. E., Weun, S., & Beatty, S. E. (2003). The product-specific nature of impulse buying tendency. Journal of Business research, 56(7), 505-511.
Julie S., Lacey, R., & Kennett-Hensel, P. (2009). Coping with a natural disaster: Losses, emotions, and impulsive and compulsive buying. Marketing Letters, 20(1), 45-60.
Kacen, J. J., & Lee, J. A. (2002). The influence of culture on consumer impulsive buying behavior. Journal of Consumer Psychology, 12(2), 163-176.
Kalra, A., & Goodstein, R. C. (1998). The impact of advertising positioning strategies on consumer price sensitivity. Journal of Marketing Research, 35(2), 210-224.
Kalyanaram, G., & Little, J. D. C. (1994). An empirical analysis of latitude of price acceptance in consumer package goods. Journal of Consumer Research, 21(3), 408-418.
Kotler, P. (1998). Marketing management: Analysis, planning, implementation and control. New York: Prentice-Hall Inc.
Kotler, P. (2000). Marketing management, Upper Saddle River, New Jersey: Prentice Hall.
Krishnamurthi, L., & Raj, S. P. (1985). The effect of advertising on consumer price sensitivity. Journal of Marketing Research, 22(2), 119-129.
Krishnamurthi, L., & Raj, S. P. (1991). An empirical analysis of the relationship between brand loyalty and consumer price elasticity. Marketing Science, 10(2), 172-183.
Kukar-Kinney, M., Xia, L., & Monroe, K. B. (2007) .Consumers’ perceptions of the fairness of price-matching refund policies. Journal of Retailing, 83(3), 325-337.
Lai, C. W. (2010). How financial attitudes and practices influence the impulsive buying behavior of college and university students. Social Behavior and Personality, 38(3), 373-380.
Langer, G. (1978). Measuring consumer involvement profiles. Journal of Marketing Research, 15, 37-52.
Larsen, R. J., Kasimatis, M., & Frey, K. (1992). Facilitating the furrowed brow: An unobtrusive test of the facial feedback hypothesis applied to negative affect. Cognition and Emotion, 6(5), 321-338.new window
Lastovicka, J. L., & Gardner, D. M. (1979). Consumer involvement profiles: A new practical approach to consumer involvement. Journal of Advertising Research, 25, 48-56.
Lau, S. (1982). The effect of smiling on person perception. Journal of Social Psychology, 117(1), 63-67.
Leck, K., & Simpson, J. (1999). Feigning romantic interest: The role of self-monitoring. Journal of Research in Personality, 33(1), 69-91.
Lennox, R. D., & Wolfe, R. N. (1984). Revision of the self-monitoring scale. Journal of Personality and Social Psychology, 46(6), 1349-1364.
Levesque, T. J., & McDougall, G. H. (2000). Service problems and recovery strategies: An experiment. Canadian Journal of Administrative Sciences, 17(1), 20-37.
Levine, S. P., & Feldman, R. S. (1997). Self-presentational goals, self-monitoring, and nonverbal behavior. Basic and Applied Social Psychology, 19(4), 505–518.
Levy, M., Grewal, D., Kopalle, P., & Hess, J. (2004). Emerging trends in retail pricing practice: Implications for research. Journal of Retailing, 80(3), 13-31.
Lin, C. H., & Lin, H. M. (2005). An exploration of Taiwanese adolescents' impulsive buying tendency. Adolescence, 40(157), 215-223.
Loudon, D. L., & Della Bitta, A. J. (1988). Consumer behavior: Concepts and applications (3th ed.). New York: Mcgraw-Hill, 655-657.
Luo. X., (2004). Group dynamics of impulse buying: An extended social facilitation perspective. Advances in Consumer Research, 31, 431.
Luomala, H. T., & Laaksonen, M. (1997). Mood-regulatory self gifts: Development of a conceptual framework. Journal of Economic Psychology, 18(4), 407-434.
Maclnnis, D. J., & Jaworski, B. J. (1989). Information processing from advertisements: Toward an integrative framework. Journal of Marketing, 53(4), 1-23.
Mai, N. T. T., Jung, K., Lantz, G., & Loeb, S G. (2003). An exploratory investigation into impulse buying behavior in a transitional economy: A study of urban consumers in Vietnam. Journal of International Marketing, 11(2), 13-35.
Mano, H. (1999). The influence of pre-existing negative affect on store purchase intentions. Journal of Retailing, 75(2), 149-172.
Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(3), 451-466.
Mattila, A. S., & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
Mattila, A. S., & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluation and behavior. Journal of Retailing, 77(2), 273-289.
Mazur, A., Mazur, J., & Keating, C. (1984). Military ranking attainment of a west point class: Effects of cadets’ physical features. The American Journal of Sociology, 90(1), 125-150.
McCarthy, E. J., & Perreault, W. D. Jr. (1984). Basic marketing: A managerial approach. Homewood, Illinois: R.D. Irwin.
McHugo, G. J., Lanzetta, J. T., Sullivan, D. G., Masters, R. D., & Englis, B. G. (1985). Emotional reactions to a political leader’s expressive displays. Journal of Personality & Social Psychology, 49(6), 1513-1529.
Metcalfe, J., & Mischel, W. (1999). A hot/cool system analysis of delay of gratification: Dynamics of willpower. Psychological Review, 106(1), 3-19.
Monroe, K. B. (2003). Pricing: Making profitable decisions (3rd ed.). Burr Ridge, Illinois: McGraw-Hill/Irwin.
Monroe, K. B., & Krishnan, R. (1985). The effect of price on subjective product evaluations. In J. Jacoby & J. Olson (Eds.), Perceived quality (pp. 209-231). Lexington, Massachusetts: Lexington Books.
Monroe, K. B., & Petroshius, S. M. (1981). Buyers perception of price: An update of the evidence. In H. H. Kassarijian & T. S. Robertson (Eds.), Perspectives in consumer behavior (pp. 43-55). Glenview, Illinois: Scott, Foresman, Glenview, Chicago,.
Moore, D. J., & Olshavsky, R. W. (1989). Brand choice and deep price discounts. Psychology and Marketing, 6(3), 181-196.
Mowen, J. C. (1995). Consumer behavior. New York: Macmillan.
Mueller, U., & Mazur, A. (1996). Facial dominance of west point cadets as a predictor of later military rank. Social Forces, 74(3), 823-850.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
Omar, O., & Kent, A. (2001). International airport influences on impulsive shopping trait and normative approach. International Journal of Retail & Distribution Management, 29(5), 226-235.
O’Quin, K., & Aronoff, J. (1981). Humor as a technique of social influence. Social Psychology Quarterly, 44(4), 349-357.
O’Guinn, T. C., & Faber, R. J. (1989). Compulsive buying: A phenomenological exploration. Journal of Consumer Research, 16(2), 147-157.
Otta, E., Abrosio, F. F. E., & Hoshino, R. L. (1996). Reading a smiling face: Messages conveyed by various forms of smiling. Perceptual and Motor Skills, 82, 1111-1112.
Otta, E., Pereira, B., Delavati, N., Pimentel, O., & Pires, C. (1993). The effects of smiling and of head tilting on person perception. The Journal of Psychology, 128(3), 323-331.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Park, J., & Lennon, S. J. (2006). Psychological and environmental antecedents of impulse buying tendency in the multichannel shopping context. Journal of Consumer Marketing, 23(2), 56-66.
Patterson, L. W. (1963). In-store traffic flow. New York: Point-of Purchase Advertising Institute.
Peters, T., & Austin, N. (1985). A passion for excellence: The leadership difference. New York: Random House.
Peters, T. J., & Waterman, R. H., Jr. (1982). In search of excellence. New York: Harper and Row Publisher.
Patti, W., & Soyeon, S. (2000). An empirical investigation of the relationship between product involvement and brand commitment. Psychology and Marketing, 17(9), 761-782.
Pham, M. T. (1998). Representativeness, relevance, and the use of feelings in decision making. Journal of Consumer Research, 25(2), 144-159.
Piron, F. (1991). Defining impulse purchasing. Advances in Consumer Research, 18(1), 509-514.
Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544.
Prasad, V. K., & Ring, L. W. (1976). Measuring sales effects of some marketing mix variables and their interactions. Journal of Marketing Research, 13(4), 391-396.
Price, L. L., Arnould, E. J., & Deibler, S. L. (1995). Consumers' emotional responses to service encounters: The influence of the service provider. International Journal of Service Industry Management, 6(3), 34-63.
Priya, R., & Corfman, K. P. (1999). When do price promotions affect brand evaluations? Journal of Marketing Research, 36 (2), 211-222.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1027.
Puri, R. (1996). Measuring and modifying consumer impulsiveness: A cost-benefit accessibility framework. Journal of Consumer Psychology, 5(2), 87-113.
Rafaeli, A. (1989a). When clerks meet customers: A test of variables related to emotional expression on the job. Journal of Applied Psychology, 74(3), 385-393.new window
Rafaeli, A. (1989b). When cashiers meet customers: An analysis of the role of supermarket cashier. Academy of Management Journal, 32(2), 245-273.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37.
Rafaeli, A., & Sutton, R. I. (1990). Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of Management Journal, 33(3), 623-637.
Raghunathan, R., & Irwin, J. R. (2001). Walking the hedonic product treadmill: Default contrast and mood-based assimilation effects in judgments of predicted happiness with target product. Journal of Consumer Research, 28(3), 355-368.
Raju, P. S. (1980). Optimum stimulation level: Its relationship to personality, demographics, and exploratory behavior. Journal of Consumer Research, 7(3), 272-282.
Ratner, R. K., & Kahn, B. E. (2002). The impact of private versus public consumption on variety-seeking behavior. Journal of Consumer Research, 29(2), 246-257.
Richman, T. (1984). A tale of two companies. INC., 6(7), 38-43.
Robertson, T. S., Zielinski, J., & Ward, S. (1984). Consumer behavior. New York: Scott Foreman Company.
Rook, D. W. (1987). The buying impulse. Journal of Consumer Research, 14(2), 189-199.
Rook, D. W., & Fisher, R. J. (1995). Normative influences on impulsive buying behavior. Journal of Consumer Research, 22(3), 305-313.
Rook, D. W., & Gardner, M. P. (1993). In the mood: Impulse buying’s affective antecedents. Research in Consumer Behavior, 6, 1-28.
Rook, D. W., & Hoch, S. J. (1985). Consuming impulses. Advances in Consumer Research, 12(1), 23-27.
Scharlemann, J. P. W., Eckel, C. C., Kacelnik, A., & Wilson, R. K. (2001). The value of a smile: Game theory with a human face. Journal of Economic Psychology, 22(5), 617-640.
Schiffman, L. G., & Kanuk, L. L. (1991). Consumer behavior (2nd ed.). New Jersy: Prentice-Hall.
Schneider, B., Parkington, J. J., & Buxton, V. M. (1980). Employee and customer perceptions of service in banks. Administrative Science Quarterly, 25(2), 252-267.
Seibert, L. J. (1997). What consumers think about bonus pack sales promotion. Marketing News, 31(4), 9-11.
Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict: The interplay of affect and cognition in consumer decision making. Journal of Consumer Research, 26(2), 278-292.
Shiv, B., & Fedoriknin A. (2002). Spontaneous versus controlled influences of stimulus-based affect on choice behavior. Organizational Behavior and Human Decision Processes, 87(2), 342-370.
Sirvanci, M. B. (1993). An empirical study of price thresholds and price sensitivity. Journal of Applied Business Research, 9(2), 43.
Slama M. E., & Tashchian, A. (1985). Selected socioeconomic and demographic characteristics associated with purchasing involvement. Journal of Marketing, 49(1), 72-82.
Smith, C., & Hantula, D. A. (2003). Pricing effects on foraging in a simulated internet mall. Journal of Economic Psychology, 24(5), 653-674
Smith, M. F., & Sinha, I. (2000). The impact of price and extra product promotions on store preference. International Journal of Retail & Distribution Management, 28(2), 83-92.
Snyder, M. (1974). Self-monitoring of expressive behavior. Journal of Personality and Social Psychology, 30(4), 526-537
Snyder, M., & DeBono, K. (1985). Appeals to image and claims about quality: Understanding the psychology of advertising. Journal of Personality and Social Psychology, 49(3), 586-597.
Snyder, M., & Swann, W. B. (1976). When actions reflect attitudes: The politics of impression management. Journal of Personality and Social Psychology, 34(5), 1034-1042.
Söderlund, M., & Rosengren, S. (2008). Revisiting the smiling service worker and customer satisfaction. International Journal of Service Industry Management, 19(5), 552-574.
Solomon, M. R. (2001). Consumer behavior. New Jersey: Prentice- Hall.
Spears, N. (2006). Just moseying around and happening upon it versus a master plan: Minimizing regret in impulse versus planned sales promotion purchases. Psychology & Marketing, 23(1), 57-73.
Spies, K., Hesse, F., & Loesch, K. (1997). Store atmosphere, mood and purchasing behavior. International Journal of Research in Marketing, 14(1), 1-17.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Srivastava, J., & Lurie, N. H. (2004). Price-matching guarantees as signals of low store prices: Survey and experimental evidence. Journal of Retailing, 80(2), 117-28.
Stern, H. (1962). The significance of impulse buying today. Journal of Marketing, 26(2), 59-62.
Strahilevitz, M. (1999). The effects of product type and donation magnitude on willingness to pay more for a charity-linked brand. Journal of Consumer Psychology, 8(3), 215-241.
Strasser, S. (1993). The smile that pays: The culture of traveling salesmen, 1880-1920. In J. Gilbert, A. Gilman, D. Scott, & J. W. Scoll (Eds.), The myth making frame of mind. Social imagination and American culture (pp. 155-177). Beltom, California: Wadsworth Publisher.
Surakka, V., & Hietanen, J. K. (1998). Facial and emotional reactions to Duchene and non-Duchene smiles. International Journal of Psychophysiology, 29(1), 23-33.
Sutton, R. I. (1991). Maintaining norms about expressed emotions: the case of bill collectors. Administrative Science Quarterly, 36, 245-268.
Sutton, R. I., & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31(3), 461-487.
Thaler, R. H., & Shefrin, H. M. (1981). An economic theory of self-control. Journal of Political Economy, 89(2), 392-406.
Tickle-Degnen, L., & Rosenthal, R. (1990). The nature of rapport and its nonverbal correlates. Psychological Inquiry, 1(4), 285-293.
Tidd, K. L., & Lockard. J. S. (1978). Monetary significance of the afflictive smile: A case for reciprocal altruism. Bulletin of the Psychonomic Society, 11(1), 344-346.
To, P. L., Liao, C., & Lin, T. H. (2007). Shopping motivations on internet: A study based on utilitarian and hedonic value. Technovation, 27(12), 774-787.
Totterdell, P., & Holmann, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55-73.
Traylor, M. (1981). Product involvement and brand commitment. Journal of Advertising, 21(6), 51-56.
Trumble, A. (2004). A brief history of the smile. New York: Basic Books.
Tsai, W. C. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27(4), 497-512.
Tsai, W. C., & Huang, Y. M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87(5), 1001-1008.
Van den Bos, K., Vermunt, R., & Wilke, H. A. M. (1997). Procedural and distributive justice: What is fair depends more on what comes first than on what comes next. Journal of Personality and Social Psychology, 72(1), 95-104.
Van Kenhove, P., & Desrumaux, P. (1997). The relationship between emotional states and approach or avoidance responses in a retail environment. International Review of Retail, Distribution and Consumer Research, 7(3), 351-368.
Van Maanen, J., & Kunda, G. (1989). Real feelings: Emotional expression and organizational culture. In L. L. Cummings & B. M. Staw (Eds.), Research in organizational behavior, 11(pp. 43-104). Greenwich, Connecticut: JAI Press.
Vermeulen, A., & Verdonck, G. (1992). Representativeness of a single point plasma testosterone level for the long term hormonal milieu in men. Journal of Clinical Endocrinology and Metabolism, 74(4), 939-942.
Verplanken, B., & Herabadi, A. (2001). Individual differences in impulse buying tendency: Feeling and no thinking. European Journal of Personality, 15(1), 71-83.
Verplanken, B., Herabadi, A. G., Perry, J. A., &. Silvera, D. H. (2005). Consumer style and health: The role of impulsive buying in unhealthy eating. Psychology and Health, 20(4), 429-441.
Vohs, K. D., & Faber, R. J. (2007). Spent resources: Self regulatory resource availability affects impulse buying. Journal of Consumer Research, 33(4), 537-547.
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515–539.
Webb, J. T. (1972). Interview synchrony: An investigation of two speech rate measures in an automated standardized interview. In B. Pope & A. W. Siegman (Eds.), Studies in dyadic communication (pp. 115-133). New York: Pergamon.
Weinberg, P., & Gottwald, W. (1982). Impulsive consumer buying as a result of emotions. Journal of Business Research, 10(1), 43-57.
Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18(3), 457-486.
Whiteside, S. P., & Lynam, D. R. (2001). The five factor model and impulsivity: Using a structural model of personality to understand impulsivity. Personality and Individual Differences, 30(4), 669-689.
Whiteside, S. P., Lynam, D. R., Mille, J. D., & Reynolds, S. K. (2005). Validation of the UPPS impulsive behavior scale: A four-factor model of impulsivity. European Journal of Personality, 19(7), 559-574.
Wittink, D. R. (1977). Advertising increases sensitivity to price. Journal of Advertising Research, 17(2), 39-42.
Wolman, B. (1973). Dictionary of behavioral science. New York: Van Nostrand Reinhold.
Wood, M. (1998). Socio-economic status, delay of gratification, and impulse buying. Journal of Economic Psychology, 19(3), 295-320.
Xia, L., Kukar-Kinney, M., & Monroe, K. B. (2010). Effects of consumers’ efforts on price and promotion fairness perceptions. Journal of Retailing, 86(1), 1-10.
Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68(4), 1-15.
Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of Consumer Research, 12(3), 341-352.
Zaichkowsky, J. L. (1994). The personal involvement inventory: Reduction, revision, and application to advertising. Journal of advertising, 23(4), 59-70.
Zhang, Y., & Shrum, L. J. (2009). The influence of self-construal on impulsive consumption. Journal of Consumer Research, 35(5), 838-850.

 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE