Customers Acting Badly--An Social Impact Theory Perspective__臺灣人文及社會科學引文索引資料庫

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題名：	Customers Acting Badly--An Social Impact Theory Perspective
書刊名：	行銷評論
作者：	楊俊明／周逸衡／凌儀玲
作者(外文)：	Yang, Chun-ming／Jou, Jacob Y. H.／Ling, I-ling
出版日期：	2008
卷期：	5:3
頁次：	頁305-346
主題關鍵詞：	顧客間互動；惡質顧客行為；社會影響理論；消費情緒；服務接觸；Customer-to-customer interactions；Jaycustomer；Social impact theory；Consumption emotions；Service encounter
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:0 點閱:25

多數的顧客在服務接觸的過程中會與其他顧客共享服務場所或是服務人員，使得顧客之間不可避免地產生各種有意無意的互動。然而服務接觸之中總是有惡質顧客的存在，從顧客間互動的觀點來看，惡質顧客的行爲不但影響自身的服務經驗，更對目標顧客的服務經驗產生負面的影響。雖然既有的文獻中已經點出惡質顧客行爲對其他顧客的潛在負面效果，但實證研究的佐證仍然缺乏。此外，過去的文獻並沒有提供一個明確的理論基礎以作爲探討個別顧客在面對其他顧客惡質行爲時所可能產生的心理反應。本研究的最主要目的在於以社會影響理論爲基礎，結合情緒理論中的認知評估理論，探討其他顧客的惡質行爲如何影響目標顧客的情緒反應，並以三個實驗進行假說驗證。實驗一發現顧客惡質行爲的嚴重程度會透過目標一致性與目標攸關性的中介，影響目標顧客的情緒反應；實驗二探討空間距離因素的效果；第三個實驗分析惡質顧客人數多寡的效果，並驗證第一線服務人員的即時干預是否能有效彌補顧客的情緒反應。根據本文的結果，作者亦提供理論與管理上的意涵。

以文找文

Although most services organizations recognize that customers share common space in service encounter and dysfunctional customer behaviors are prevalent in our daily life, previous studies are unclear as to how dysfunctional customer behavior influences other customers in the same service encounter. The present research combines social impact theory (Latané, 1981) and cognitive appraisal theory (Lazarus, 1991) to propose that the severity of behavior, the number of jaycustomer, and the spatial proximity influences the overall impact of other customers' dysfunctional behavior on target customers. This article reports three empirical studies, and the findings support the authors' proposed hypotheses. The present research also emphasizes the role of frontline staff intervention in jaycustomer situations, and examines its recovery effects on target customers' psychological responses. This article contributes to service marketing area by fully examining the influences of jaycustomer situations. This article also provide practitioners with actionable guidelines.

以文找文

期刊論文
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3.	Fullerton, Ronald A.、Punj, Girish(1997)。What Is Consumer Misbehavior。Advances in Consumer Research，24(1)，336-339。
4.	Fullerton, Ronald A.、Punj, Girish(2004)。Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavio。Journal of Business Research，57(11)，1239-1249。
5.	Grove, Stephen J.、Fisk, Raymond P.、John, Joby(2004)。Surviving in the Age of Rage。Marketing Management，13(2)，41-46。
6.	Guidry, Julie A.(2003)。Customer-to-Customer Interactions in the Service Environment: A Communications Framework for Understanding C2C Dynamics。Dynamics, Developments in Marketing Science，23。
7.	Jackson, Jeffery M.、Latane, Bibb(1982)。All Alone in Front of All Those People: Stage Fright as a Function of Number and Type of Co-Performers and Audience。Journal of Personality and Social Psychology，40(1)，73-85。
8.	Johnson, Lauren Keller(2005)。Managing Corrosive Customers。Sloan Management Review，46(2)，15-18。
9.	Kowalski, Robin M.(1996)。Complaints and Complaining: Functions, Antecedents, and Consequences。Psychological Bulletin，119(2)，179-196。
10.	Latane, Bibb(1981)。Psychology of Social Impact。American Psychologist，36，343-356。
11.	(1976)。Stage Fright: A Multiplicative Power Function of Audience Size and Status。Perception and Psychophysics，20(6)，482-488。
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13.	Moore, Robert、Moore, Melissa L.、Capella, Michael(2005)。The Impact of Customer-to-Customer Interactions in a High Personal Contact Service Setting。Journal of Services Marketine，19(7)，482-491。
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15.	Rose, Randall L.、Neidermeyer, Mandy(1999)。From Rudeness to Road Rage: The Antecedents and Consequences of Consumer Aggression。Advances in Consumer Research，26(1)，12-17。
16.	Sedikides, Constantine、Jeffrey, M.(1990)。Social Impact Theory: A Field Test of Source Strength, Source Immediacy and Number of Targets。Basic and Applied Social Psychology，11(3)，273-281。
17.	Martin, C. L.(1996)。Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior。The Journal of Consumer Affairs，30(1)，146-169。
18.	Wirtz, Jochen、Mattila, Anna S.(2004)。Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure。International Journal of Service Industry Management，15(2)，150-166。
19.	Nyer, P. U.(1997)。A Study of the Relationships Between Cognitive Appraisals and Consumption Emotions。Journal of the Academy of Marketing Science，25(4)，296-304。
20.	Stephens, Nancy、Gwinner, Kevin P.(1998)。Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior。Academy of Marketing Science，26(3)，172-189。
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28.	Argo, Jennifer J.、Dahl, Darren W.、Manchanda, Rajesh V.(2005)。The Influence of a Mere Social Presence in a Retail Context。Journal of Consumer Research，32(2)，207-212。
29.	Grove, Stephen J.、Fisk, Raymond P.(1997)。The Impact of Other Customers on Service Experiences: A Critical Incident Examination of 'Getting Along'。Journal of Retailing，73(1)，63-85。
30.	Bailey, J. J.、McCollough, M. A.(2000)。Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences。Journal of Professional Services Marketing，20(2)，51-72。
31.	Mattila, Anna S.、Enz, Cathy A.(2002)。The role of emotions in service encounters。Journal of Service Research，4(4)，268-277。
32.	Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。
33.	Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。
34.	Laros, Fleur J. M.、Steenkamp, Jan-Benedict E. M.(2005)。Emotions in consumer behavior: A hierarchical approach。Journal of Business Research，58(10)，1437-1445。
35.	Hui, Michael K.、Bateson, John E. G.(1991)。Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience。Journal of Consumer Research，18(2)，174-184。
36.	Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。
37.	Wu, C. H. J.(2007)。The impact of customer to customer interaction and customer homogeneity on customer satisfaction in tourism service: the service encounter prospective。Tourism Management，28(6)，1518-1528。
38.	Martin, Charles L.、Pranter, C. A.(1991)。Compatibility Management: Roles in Service Performers。Journal of Services Marketing，5(Spring)，43-53。
39.	Moschis, G. P.、Cox, D.(1989)。Deviant Consumer Behavior。Advances in Consumer Research，16(1)，732-737。
40.	Harris, L.C.、Reynolds, K.L.(2004)。Jaycustomer Behavior: An Exploration of Types and Motives in the Hospitality Industry。Journal of Services Marketing，18(5)，339-357。
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學位論文
1.	Yang, Chun-Ming(2007)。Customer-to-Customer Encounter in Service Consumption: Interpersonal Attraction Perspective(博士論文)。National Sun Yat-Sen University。

圖書
1.	LovelocK, Christopher H.(1994)。Product Plus: How Product + Service = Competitive Advantage。New York, NY：McGraw-Hill。
2.	Lazarus, Richard S.(1991)。Emotion and adaptation。Oxford University Press。
3.	Short, John A.、Williams, Ederyn、Christie, Bruce(1976)。The Social Psychology of Telecommunications。John Wiley & Sons。

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