摘要
当服务包含多个子项目,每个子项目需要单独排队时,消费者需要多次决策是否遵从给定的子项目顺序。基于健康体检过程中体检者对给定子项目顺序的遵从行为数据,兼顾单个体检项目特征、整个体检服务流程及前序体检项目体验,从三个方面探究消费者对给定子项目检查顺序的遵从性规律。研究结果表明,消费者预期当前子项目等待时间较长时,遵从给定子项目顺序的可能性较低;随着整个服务进程的推进,消费者遵从给定子项目顺序的概率呈倒U形,在中期对给定子项目顺序的遵从性较高;前序子项目引发的负性情绪降低了消费者对给定子项目顺序的遵从性,强化了预期等待时间对遵从性的负向影响。通过对包含多个子项目服务中消费者行为的探讨,揭示了认知与情绪交互作用下消费者遵从行为的动态变化规律,为排队管理的优化提供了理论依据。
When a service program contains multiple items,the consumers must decide multiple times whether they follow the given sub-item order while queuing.Based on the data of the physical examinees who comply with the given sub-item order during a health examination,this research explores how three factors,including characteristics of an item,the entire examination service process,and the experience of the prior item influence consumers compliance with the given sub-item order.The results show that the expected long waiting time for a sub-item reduces the likelihood of compliance.With the advancement of the whole service process,the probability of compliance is in an inverted U-shape,and the compliance with the given subitem order is relatively high in the middle period.The negative emotion evoked by a prior sub-item reduces the probability of compliance with the recommendation of the current sub-items and enhances the effect of the expected waiting time on compliance.The conclusion describes the consumer behavior in the service process of multiple sub-items,reveals the dynamic change of compliance behavior under the interaction of cognition and emotion,and provides a theoretical basis for queuing system optimization.
作者
李义娜
吴昊
姚蓓
魏玖长
LI Yi-na;WU Hao;Yao Bei;WEI Jiu-chang(School of Management,University of Science and Technology of China,Hefei 230026,Anhui,China;The First Affiliated Hospital of University of Science and Technology of China,Hefei 230002,Anhui,China)
出处
《华南理工大学学报（社会科学版）》
2022年第4期19-28,共10页
Journal of South China University of Technology(Social Science Edition)
基金
国家自然科学基金项目“健康管理平台用户的长期自我控制行为研究”(72072169)、“平台供应链运作管理研究”(71921001)
中央高校基本科研业务费专项资金资助项目“不同群体健康行为分析与干预模式”(YD2040002015)、“信息扩散视角下公众健康行为动态决策过程与干预策略研究”(WK2160000017)。
关键词
遵从性行为
目标进展
时间成本
负性情绪
compliance behavior
goal progress
time-cost
negative emotion
