- 期刊
加油站服務氣氛、服務人員數目與顧客預期等待時間對預期服務品質及消費意願之影響
The Effects of Gas Station Service Atmosphere on Consumers' Expectation of Service Quality and Purchase Intent
並列摘要
This paper examines how the service atmosphere affects consuming behaviors in gas stations. We conduct an experimental research to measure the effect of the atmosphere on customers' expectation of service quality and on purchasing intention at the gas station services. This research also explores the moderating effects of the number of service employees and the waiting expectation on the anterior relationships. The results show that the better gas station atmosphere results in higher service quality expectation and purchasing intention. These effects are stronger in more number of service employees and for shorter waiting expectation.
延伸閱讀
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