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題名：知覺擁擠與公眾自我意識特質對顧客知覺等候經驗之影響--以國道客運臺北總站為例
書刊名：顧客滿意學刊
作者：任維廉 引用關係／胡凱傑 引用關係／崔妮臻
作者(外文)：Jen, William／Hu, Kai-chieh／Tsui, Ni-cheng
出版日期：2009
卷期：5:1
頁次：頁65-92
主題關鍵詞：等候經驗；知覺擁擠；公眾自我意識特質；國道客運；Waiting experience；Perceived crowding；Public self-consciousness disposition；Inter city coach
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(3) 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:3
  • 共同引用共同引用:9
  • 點閱點閱:55
等候是國道客運旅客無法避免卻又不愉悅的經驗，過去研究顯示顧客的知覺等候時間會影響其等候服務時的情感反應與服務評估。瞭解與管理旅客對等候經驗的知覺感受，是目前亟待探討的重要課題。本研究嘗試建構一國道客運旅客知覺等候經驗模式，並考慮知覺擁擠與公眾自我意識特質的影響效果。本研究以國道客運台北總站候車的旅客爲調查對象，並以結構方程模式進行模式驗證與分析。結果顯示，整體模式中除等候時間之資訊對情感反應之影響未達到統計的顯著性外，其餘研究假說均達顯著水準。此外，高公眾自我意識特質部份，整體模式關係均爲顯著；但低公眾自我意識特質部份，填補時間與知覺擁擠的影響效果是不顯著的。最後依據研究結果提出管理意涵與後續研究建議。
Waiting is very common but negative experiences for passengers of inter city coach. The previous studies indicated that the customers' perceived waiting time would influence the affective response and service evaluation while waiting for service. Understanding and managing the passengers' perceptions of waiting experience is an important issue and needs to be explored urgently at present. This study attempts to develop a perceived waiting experience model of the passenger for inter city coach. The research model also integrated the influence of the perceived crowding and the public self-consciousness disposition. We took the passengers who were waiting in the Taipei inter-city bus station as our research subjects. The model was tested and analyzed by structural equation modeling. The results indicated that all research hypotheses were tested to have significant effects except the relationship between the waiting duration information and the affective response. As for high public self-consciousness disposition subgroup, however, all relationships between constructs are significant. On the other hand, the filled waiting time and the perceived crowding didn't have significant effect for the low public self-consciousness disposition subgroup. Finally, managerial implications and suggestions for the future researches are discussed according to the research results.
期刊論文
1.Cameron, M. A.、Julie, M. P. B.、Braunsberger, K.(2003)。The Effects of Music, Waiting-length Evaluation, and Mood on a Low-cost Waiting Experience。Journal of Business Research，56(6)，421-430。  new window
2.Diaz, A. B. C.、Ruiz, F. J. M.(2002)。The Consumer’s Reaction to Delay in Service。International Journal of Service Industry Management，13(2)，118-140。  new window
3.Dion, D.(2004)。Personal Control and Coping with Retail Crowding。International Journal of Service Industry Management，15(3/4)，250-263。  new window
4.Fenigstein, A.、Scheier, M. F.、Buss, A. H.(1975)。Public and Private Self-Consciousness: Assessment and Theory。Journal of Consulting and Clinical Psychology，43(4)，522-527。  new window
5.Fenigstein, A.(1984)。Self-Consciousness and the Overperception of Self as a Target。Journal of Personality and Social Psychology，47(4)，860-870。  new window
6.Hirsch, I. J.(1956)。The Effect of Auditory and Visual Background on Apparent Duration。American Journal of Psychology，69(4)，561-574。  new window
7.Hui, M. K.、Bateson, J.(1991)。Perceived Control and the Effect of Crowding and Consumer Choice of the Service Experience。Journal of Consumer Research，18(2)，174-185。  new window
8.Larson, R. C.(1987)。Perspective on Queues: Social Justice and Psychology of Queueing。Operations Research，35(6)，895-905。  new window
9.Machleit, K. A.、Eroglu, S. A.、Mantel, R.(2000)。Perceived Retailing Crowding and Shopping Satisfaction: What Modifies This Relationship。Journal of Consumer Psychology，9(1)，29-42。  new window
10.Marquis, M.、Filiatrault, P.(2000)。Understanding Complaining Responses through Consumers' Self-consciousness Disposition。Psychology and Marketing，19(3)，267-292。  new window
11.Marquis, M.、Filiatrault, P.(2003)。Public Self-consciousness Disposition Effect on Reactions to Waiting in Line。Journal of Consumer Behavior，2(3)，212-231。  new window
12.Miller, L. C.、Cox, C. L.(1982)。For Appearances' Sake: Public Self-consciousness and Makeup Use。Personality and Social Psychology Bulletin，8(4)，748-751。  new window
13.Naumann, S.、Miles, J.(2001)。Managing Patients' Perceptions。Journal of Management in Medicine，15(5)，376-386。  new window
14.Solomon, M. R.、Schopler, J.(1982)。Self-consciousness and Clothing, Personality and Clothing。Personality and Social Psychology Bulletin，8(3)，508-514。  new window
15.Taylor, S.(1995)。The Effect of Filled Waiting Time and Service Provider Control over the Delay on Evaluation of Service。Journal of Academy of Marketing Science，23(1)，38-48。  new window
16.任維廉、董士偉、呂堂榮(20050900)。服務場景與等候經驗對國道客運乘客行為意向與選擇行為之影響。運輸計劃，34(3)，413-442。new window  延伸查詢new window
17.Vaninsky, A.、Chebat, C. G.、Filiatrault, P.、Chebat, J. C.(1995)。Impact of Waiting Attribution and Consumer's Mood on Perceived Quality。Journal of Business Research，34(3)，191-196。  new window
18.Hui, Michael K.、Thakor, Mrugank V.、Gill, R.(1998)。The effect of delay type and service stage on consumers’ reactions to waiting。Journal of Consumer Research，24(4)，469-479。  new window
19.Machleit, K. A.、Kellaris, J. J.、Eroglu, S. A.(1994)。Human versus Spatial Dimensions of Crowding Perceptions in Retail Environments: A Note on Their Measurement and Effect on Shopper Satisfaction。Marketing Letters，5(2)，183-194。  new window
20.Pruyn, Ad、Smidts, Ale(1998)。Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures。International Journal of Research in Marketing，15(4)，321-334。  new window
21.Osuna, E. E.(1985)。The Psychological Cost of Waiting。Journal of Mathematical Psychology，29(1)，82-105。  new window
22.Hui, M. K.、Dube, L.、Chebat, J. C.(1997)。The impact of music on consumers reactions to waiting for services。Journal of Retailing，73(1)，87-104。  new window
23.Katz, K. L.、Larson, B. M.、Larson, R. C.(1991)。Prescription for the Waiting-in-line blues: Entertain, Enlighten, Andengage。Sloan Management Review，32(2)，44-53。  new window
24.Taylor, S. A.(1994)。Waiting for service: The relationship between delays and evaluations of service。Journal of Marketing，58(2)，56-69。  new window
25.Houston, M. B.、Bettencourt, L. A.、Wenger, S.(1998)。The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective。Psychology and Marketing，15(8)，735-753。  new window
26.Hightower, Roscoe Jr.、Brady, Michael K.、Baker, Thomas L.(2002)。Investigating the Role of the Physical Environment in Hedonic Service Consumption: An Exploratory Study of Sporting Events。Journal of Business Research，55(9)，697-707。  new window
27.Hornik, J.(1984)。Subjective vs. objective time measures: A note on the perception of time in consumer behavior。Journal of Consumer Research，11(1)，615-618。  new window
28.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。  new window
29.Stokols, Daniel(1972)。On the Distinction between Density and Crowding: Some Implications for Future Research。Psychological Review，79(3)，275-278。  new window
30.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
31.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
32.Folkes, V. S.、Koletsky, S.、Graham, J. L.(1987)。A field study of causal inferences and consumer reaction: The view from the airport。Journal of Consumer Research，13(4)，534-539。  new window
33.Carver, Charles S.、Scheier, Michael F.(1985)。The Self-Consciousness Scale: A Revised Version for Use with General Populations。Journal of Applied Social Psychology，15(8)，687-699。  new window
34.Dubé-Rioux, L.、Schmitt, B. H.、Leclerc, F.(1991)。Consumers' Affective Response to Delays at Different Phases of a Service Delivery。Journal of Applied Social Psychology，21(10)，810-820。  new window
35.Hui, M. K.、Tse, D. K.(1996)。What to Tell Consumer in Waits of Different Lengths: An Integrative Model of Service Evaluation。Journal of Marketing，60(2)，81-90。  new window
36.Kumar, P.、Kalwani, M.、Dada, M.(1997)。The Impact of Waiting Time Guarantees on Consumers Waiting Experience。Marketing Science，16(4)，295-314。  new window
37.Worchel, Stephen、Teddlie, Charles(1976)。The Experience of Crowding: A Two Factor Theory。Journal of Personality and Social Psychology，34(1)，30-40。  new window
38.Coffey, M.、Coleman, M.(2001)。The relationship between support and stress in forensic community mental health nursing。Journal of the Advanced Nursing，34(3)，397-406。  new window
學位論文
1.許春霖(2003)。複合大眾運輸場站旅客等候時間之研究(博士論文)。國立臺灣大學。  延伸查詢new window
2.董士偉(2005)。服務場景與等候經驗對國道客運旅客行為意向與選擇行為之影響(碩士論文)。國立交通大學。  延伸查詢new window
3.陳麗婉(1989)。自我意識、自我坦露與寂寞感之關係研究(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Clemmer, E. C.、Schneider, B.(1989)。Toward Understanding and Controlling Customer Dissatisfaction with Waiting。Cambridge, MA：The Marketing Science Institute。  new window
2.Iacobucci, D.、Swartz, T. A.(2000)。Handbook of Services Marketing and Management。Thousand Oaks, CA：Sage Publication Inc。  new window
3.Lovelock, C.、Wirtz, J.(2004)。Services Marketing: People, Technology, Strategy。Prentice-Hall。  new window
4.Eagly, Alice H.、Chaiken, Shelly(1993)。The Psychology of Attitudes。Harcourt Brace Jovanovich。  new window
圖書論文
1.Flipp, A.、Braukmann, W.(1986)。Coping with Life-Events: When the Self Comes into Play。Self-related Cognitions in Anxiety and Motivation。Hillsdale, NJ：Lawrence Erlbaum。  new window
2.Maister, D. H.(1985)。The Psychology of Waiting Lines。The service encounter: Managing employee/customer interaction in service business。Lexington, MA：Lexington Books。  new window
 
 
 
 
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