顧客消費體驗預期形成之心理模式－環境心理學觀點

Formulizing the Mental Model for Customer's Expectation of Consuming Experience: a Prospective of Environmental Psychology

林淑瓊(Shu-Chiung Lin) ； 陳煇煌(Huei-Huang Chen) ； 林衛國(Wei-Kuo Lin) ； 李品萱(Pin-Hsuan Lee)

《電子商務學報》 20卷1期 (2018/06) Pp. 33-63

https://doi.org/10.6188/JEB.201806_20(1).0002

摘要

顧客在線上或線下購物的想法有沒有不同？這對據以從事虛實整合的規劃很重要。從環境心理學的觀點，「環境刺激─行為個體─趨避回應」（S-O-R）模型似乎適宜用以探索此議題。經回顧相關研究發現，對於其中「行為個體」的衡量變數通常是後設認知及情感反應，心理模式仍然是遮蔽的。本研究首先將「S-O-R」延伸為「S-S'O'R'-R」概念，以「S'O'R'」代表心理模式。然後針對消費者行為，將心理模式擴充為「顧客消費體驗預期」觀念架構。此外，本研究以服飾類採購為例進行實徵試驗，透過網路與紙本共收回828份有效問卷，並以PLS及SPSS分析，結果顯示顧客在實體/虛擬環境下之消費體驗預期有顯著差異。本研究結果有助於實體及虛擬商店業界管理行銷策略，並裨益後續學術研究參考。

關鍵字

虛實整合 ； 環境心理學 ； S-S'O'R'-R ； 心理模式 ； 顧客消費體驗預期

並列摘要

Is there any difference in customer's mind between online and offline purchase, or not? It is critical for the virtual/physical integration planning accordingly. From the perspective of environmental psychology, it seems that the ＂S-O-R＂ (stimulus - organism - response) model is suitable for exploring such issue. After reviewed related research, the middle ＂O＂ was usually measured by meta-cognition and reflective affection variables, still keep the mental model masked. This study firstly extends ＂S-O-R＂ to ＂S-S'O'R'-R＂ in which ＂S'O'R'＂ as a mental model. Then, for the purpose of interpreting consumer behavior, expands the mental model (S'O'R) into a conceptual framework of customer's expectation of consuming experience. In addition, this study illustrates an empirical pilot research investigated in dress purchasing. A total of the 828 valid responses are collected from web and paper questionnaire for analysis by partial least squares (PLS) & SPSS. The result manifests that customers formulize their expectations of consuming experience are significantly different between physical and virtual environments. The result of this study can assist both online and offline store industry to manage their marketing strategy and also be useful for future academic research.

並列關鍵字

Virtual/physical integration ； environmental psychology ； S-S'O'R'-R, mental model ； customer's expectation of consuming experience

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