本研究主要探究銀行大廳內正負面監視系統告知標語的影響；研究結果顯示，銀行大廳內正面的監視系統告知標語對於顧客的消費情緒及顧客認知的服務品質均具有正向的影響，其中亦探討顧客消費情緒之中介效果。本研究加入顧客性別、顧客預期等待期間二項變數作為本研究之干擾變數；結果顯示，相較於男性消費者，銀行大廳內正面的監視系統告知標語將使女性消費者有較佳的消費情緒及較高的認知服務品質。此外，相較於較長的顧客預期等待，銀行大廳內正面的監視系統告知標語將使較短的預期等待消費者有較佳的消費情緒及較高的認知服務品質。

This paper examines the usage of the Closed Circuit Television System (CCTV) notices in the bank. This study was designed to measure the effect of CCTV notices wording on customers’ emotions and customers’ perceived service quality while also considering customer gender and waiting expectations as moderating effects. Results show that moderate CCTV notices resulted in better customers’ emotions and higher perceived service quality. These effects were stronger for female and for shorter waiting expectations. Implications of the findings and the future research directions are also discussed.

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