| Abstract |
Consumers often have to wait during the process of acquiring and consuming many products or services. These waiting experiences are typically negative. This research tried to explore the effects of the number of people front and rear, waiting time situations, and waiting method on the mood states of the consumer when waiting for bank deposit service. This study employs a 2(The number of people front the Consumer: a few or many) ×2(The number of people rear the Consumer: a few or many) ×3(Waiting Time Situations: short waiting time, long waiting time without compensation, and long waiting time with compensation) ×2(Waiting method: line-up system or take-a –number system) factorial design, including two pretests and one experiment. The research subjects were 240 students from Tatung University. This study gets conclusions as follows:
1. The number of people front the consumer will influence the mood states of the consumer. That is, a few people front the consumer were more favorable than many people front the consumer.
2. The number of people rear the consumer will not influence the mood states of the consumer. That is, many people rear the consumer were not more favorable than a few people rear the consumer.
3. Waiting time will influence the mood states of the consumer. Short waiting time will cause the consumer feel better then long waiting time. Additionally, long waiting time with compensation, the consumer will feel better than without compensation.
4. The impact of the number of people front the consumer on the mood states of the consumer is not moderated by waiting method. A few of people front the consumer were not more the positive mood state under the line-up system than many of people front the consumer, and the take-a-number system also hasn’t any difference.
5. The impact of the number of people rear the consumer on the mood states of the consumer is not moderated by waiting method. Many of people rear the consumer were not more the positive mood state under line-up system than a few of people rear the consumer, and the take-a-number system also hasn’t any difference.
6. The impact of waiting time situations on the mood states of the consumer is moderated by waiting method. Under line-up system, short waiting time will cause the consumer feel better then long waiting time. Additionally, long waiting time with compensation, the consumer will feel better than without compensation. But under the take-a-number system, the impact of waiting time situations on the mood hasn’t any difference. |
