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－以國道客運台北總站爲例

Effect of Perceived Crowding and Public-self Consciousness Disposition on Passengers' Perceived Waiting Experience-Case of the Taipei Inter City Coach

任維廉(Wil-Liam Jen) ； 胡凱傑(Kai-Chieh Hu) ； 崔妮臻(Ni-Cheng Tsui)

《顧客滿意學刊》 5卷1期 (2009/03) Pp. 65-92

https://doi.org/10.30066/JCS.200903.0003

摘要

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。

關鍵字

等候經驗 ； 知覺擁擠 ； 公眾自我意識特質 ； 國道客運

並列摘要

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.

並列關鍵字

Waiting Experience ； Perceived Crowding ； Public Self-Consciousness

參考文獻

董士偉(2004)。服務場景與等候經驗對國道客運旅客行為意向與選擇行爲之影響(碩士論文)。國立交通大學運輸科技與管理學系。

Anderson, J. C.,Gerbing, D. W.(1988).Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach.Psychological Bulletin.103(3),411-423.

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.

Chebat, J. C.,Claire, F. C.,Alexander, V.(1995).Impact of Waiting Attribution and Consumer's Mood on Perceived Quality.Journal of Business Research.34(3),191-196.

Clemmer, E. C.,Schneider, B.(1989).Toward Understanding and Controlling Customer Dissatisfaction with Waiting.Cambridge, MA:The Marketing Science Institute.