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題名：服務屬性、等待發生時點和音樂屬性對消費者等待時間知覺的影響
書刊名：臺大管理論叢
作者：蕭至惠 引用關係／黃昱豪／蔡進發 引用關係
作者(外文)：Hsiao, Chih-hui／Huang, Yu-ho／Tsai, Chin-fa
出版日期：2009
卷期：19:特刊
頁次：頁1-31
主題關鍵詞：服務屬性；等待發生時點；音樂屬性；Service attribute；Waiting time duration；Music attribute
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(4) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:14
  • 點閱點閱:71
本研究嘗試利用「實地理論」，探討「服務屬性」、「等待發生時點遠近」以及「音樂屬性」等三個變數，是否會影響顧客在服務過程中對等待時間的知覺。研究結果顯示，(1) 不同服務屬性下，享樂性服務的消費者會有較短的等待時間知覺，(2) 當等待發生在距離主要服務較近的地方時，消費者會有較短的等待時間知覺，(3) 音樂熟悉度對於顧客等待時間知覺的影響，在本研究中則是不顯著的，(4) 服務屬性與等待發生時點具有交互作用，在功利性服務下，等待發生時點近的消費者，其對等待時間的知覺會顯著低於等待發生時點遠的消費者；而在享樂性服務下，兩者則無顯著差異，(5) 服務屬性與音樂屬性具有交互作用，在功利性服務下，在熟悉音樂情境下的消費者，其對等待時間的知覺會顯著低於不熟悉音樂情境下的消費者；而在享樂性服務下，兩者則無顯著差異，(6) 等待發生時點與音樂屬性的交互作用，在本研究中則不顯著。
By utilizing the field theory, this research studies how the three factors (service attribute, music attribute, and waiting time duration) influence customers' perceptions of waiting time while they are waiting to be serviced. The main conclusions are as follows. First, customers always perceive short waiting time of hedonic services. Second, when the service provider is located at a short distance, customers perceived short waiting time. Third, music familiarity has trivial influence on customers' waiting time perception. Fourth, customers perceive short waiting time of utilitarian services when the service providers are located at a short distance. However, customers perceived approximately the same waiting time of hedonic services when the service providers are located at either short or far distance. Fifth, customers immersed in familiar music perceive short waiting time of utilitarian services than those immersed in unfamiliar music. In contrast, for hedonic services, the familiar music has little influence on customers' perceived waiting time. Sixth, the interaction between waiting time duration and music attribute is not significant.
期刊論文
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18.莊懿妃、廖經鶴(20050600)。媒體多樣化下之收視需求行為之研究--以大學生為例。東吳經濟商學學報，49，39-73。new window  延伸查詢new window
19.Milliman, Ronald E.(1986)。The influence of background music on the behavior of restaurant patrons。Journal of Consumer Research，13(2)，286-289。  new window
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21.Babin, Barry J.、Darden, William R.、Griffin, Mitch(1994)。Work and/or fun: Measuring hedonic and utilitarian shopping value。Journal of Consumer Research，20(4)，644-656。  new window
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27.周逸衡、黃毓瑩、陳華寧、楊俊明(20060600)。情緒類別及等待發生時點對等待時間知覺的影響。中山管理評論，14(2)，487-516+313。new window  延伸查詢new window
28.Bailey, N.,、Areni, C. S.(2006)。When a few minutes sound like a lifetime: Does atmospheric music expand or contract perceiver time?。Journal of Retailing，82(3)，189-202。  new window
29.Baker, J. A.、Levy, M.、Grewal, D.(1992)。An experimetal approach to making retail store environmental decision。Journal of Retailing，68(4)，445-460。  new window
30.Berry, L. L., Zeithaml, V. A.,、Parasuraman, A.(1985)。Quality counts in service。Business Horizon，28 (3)，44-52。  new window
31.Boltz, M. G.(1993)。Time estimation and expectancies。Memory and Cognition，21(6)，853-863。  new window
32.Cahoon, D.,、Edmonds, E. M.(1980)。The watched pot still won’t boil: Expectancy as a variable in estimating the passage of time。Bulletin of the Psychonomic Society，16(2)，115-116。  new window
33.Cameron, M. A., Baker, J., Peterson, M.,、Braunsberger, K.(2003)。The effects of music, wait-length evaluation, and mood on a low-cost wait experience。Journal of Business Research，56 (6)，42 1-430。  new window
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40.Lopez, L.,、Malhotra, R.(1991)。Estimation of time intervals with most preferred and least preferred music。Psychological Studies，36 (3)，203-209。  new window
41.MacNay, S. K.(1995)。The influence of preferred music on the perceived exertion, mood, and time estimation scores of patients participating in a cardiac rehabilitation exercise program。Therapy Perspectives，13 (2)，9 1-96。  new window
42.North, A. C.,、Hargreaves, D. J.(1999)。Can music move people? The effects of musical complexity and silence on waiting time。Environment and Behavior，31(1)，136-149。  new window
43.Oakes, S.,、North, A. C.(2008)。Using music to influence cognitive and affective responses in queues of low and high crowd density。Journal of Marketing Management，24(5)，589-602。  new window
44.Roper, J. M.,、Manela, J.(2000)。Psychiatric patients’ perception of waiting time in the psychiatric emergency service。Journal of Psychosocial Nursing，38 (5)，19-27。  new window
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會議論文
1.林芋佐(2001)。「音樂市場的區隔及行銷方式－以台中市學生為例」。彰化。頁 32 - 48。  延伸查詢new window
學位論文
1.李曜洲(1999)。www等待情境︰圖像速度認知、音樂與參考點對情緒反應及時間知覺的影響(碩士論文)。國立中央大學。  延伸查詢new window
2.李玉如(2001)。音樂治療對安養機構老人睡眠品質與情緒狀態成效之探討(碩士論文)。國立台北護理學院。  延伸查詢new window
3.呂玉華(1990)。產品特質、資訊價值與企業行銷策略關係之研究。  延伸查詢new window
4.陳建中(2004)。歡樂或功能性等待、提供等待訊息對消費者時間知覺及情緒反應之影響。  延伸查詢new window
圖書
1.Schmenner, R. W.(1995)。Service Operations Management。Englewood Cliffs, NJ：Prentice-Hall。  new window
2.Frankenhauser, M.(1959)。Estimation of Time。Stockholm, Sweden：Alquist and Wiskell。  new window
3.Hawkins, Del I.、Best, Roger J.、Coney, Kenneth A.(2001)。Consumer Behavior: Building Marketing Strategy。Irwin/McGraw-Hill。  new window
4.Dubé L. Leclerc F.、Schmitt B. H.(1991)。Consumers’ duration estimates of delays at different phases of a service delivery process。Proceedings of the VIIth John-Labatt marketing research seminar, time and consumer behavior。Montreal, Canade。  new window
5.Karsten, A.(1976)。Mental satiation: The transformation of activities。Field theory as human-science: Contributions of Lewin’s Berlin group。New York, NY。  new window
6.Kellaris, J. J.,、Mantel, S. P.(1994)。The influence of mood and gender on consumers’ time perceptions。Advances in consumer research。Provo, UT。  new window
7.Maister, D. H.(1985)。The service encounter: Managing employee/customer interaction in service business。The psychology of waiting lines。Lexington, MA。  new window
8.Solomon, M. R.(2004)。Consumer behavior: Buying, having, and purchasing behavior。New Jessy, NJ。  new window
9.Yalch, R.,、Spangenberg, E.(1993)。Using store music for retailing zoning: A field experiment。Advances in consumer research。Provo, UT。  new window
10.Zakay, D.(1989)。Time pressure and stress in human judgment and decision making: The impact of time perception processes on decision making under time stress。New Jessy, NJ。  new window
 
 
 
 
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