The Study of the Impact of Duration Mechanism and Sequence Mechanism on Customers’ Emotional Responses and Perceived Waiting Time

• Main Authors: Ya-Ning Chu, 朱雅寧
• Other Authors: Ding-Yu Chan
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/92811398759828325069

碩士 === 靜宜大學 === 企業管理研究所 === 91 === The main purpose is the study explores the impact of duration mechanism and sequence mechanism of the behavior science theory on customers’ emotional responses and perceived waiting time. Duration mechanism explores the impact on the subjects by different segment design of positive and negative conditions. Sequence mechanism explores the impact on the subjects by different seguence design of positive and negative conditions. The results indicate the effects of segment of duration mechanism on positive and negitive condition are non-significant. It showes the emotional responses and perceived waiting time of subjects were negative correlated significantly. The better the subjects’ emotional responses, the shorter the subjects’ perceived waiting time. By manipulation of sequence mechanism, the sequence arrangement of positive and negative condition will effect the emotional responses and perceived waiting time of subjects significantly. If we want to improve the feeling of customers when we offer the servive, we should emphasize how to arrange the sequence of service and strengthen the beginning and ending of service.