本研究探討在考量資訊量與資訊複雜度之下的知覺等候時間。概念來自於時間填補(time fill)，等候時，人知覺到的時間並非全然是客觀的標準時間而是主觀的，會受到環境、資訊的量、人格的特質、資訊量的多寡、資訊的複雜度等影響，也就是可以透過知覺管理，降低顧客於等待時的不耐。然而一般的研究缺乏對顧客在等候時，如何去知覺時間做具體的，函數化的表達方式。本研究以等候理論為架構，引用Zakay(1989)提出的資源分配模型，透過轉換的運算，探討一個較一般化的模型試圖描寫顧客知覺等候時間的情形。 本研究根據資源分配模型，提出等待時的心理適用於預期的時距估計，而在注意力資源是有限的情況下，時間與非時間的資訊處理會互相排擠，而時間的資訊處理與時距的判斷成正相關，非時間的資訊處理則呈負相關，而非時間資訊的處理佔總資源的比例會受到資訊的複雜程度與資訊量的多寡影響，也就是愈複雜與愈多的資訊量將會需要較多的資源處理，而注意力資源放相對較少在時間資訊的處理上，對知覺到的時距會縮短。爾後，在M/M/1環境下，討論知覺等候時間(主觀)與等候時間(客觀)的關係，並推導知覺等候時間的累積機率密度函數，以及資訊複雜程度與資訊量的多寡對其累積機率密度函數的影響。最後，討論不限制服務時間分配M/G/1環境下，使用拉普拉斯轉換與程式軟體的輔助找出是否也存有通式存在。

The time we perceived is not subjective but objective while we are waiting. That is, time perception is influenced by environment, quantity of information, complexity of information, characteristic, etc. It one could reduce the customer’s complaint through the perception management by using time fill. In this thesis we study the cumulative distribution function of waiting time perception with considering quantity of information and complexity of information by using a framework of queue theory and resource allocation model from Zakay (1989). According to the resource allocation model, time processor and non-time processor are influenced by quantity of information and complexity of information. Both of them are competitive and the same use limited attention resource. When the information is comparatively complex, one requires more attention resource to deal with non-time processor, thus the time we perceived would be shorten.
We study the relationship between waiting time perception and waiting time in M/G/1 to obtain cumulative distribution function of waiting time perception, and the effect of quantity of information and complexity of information.

一、中文部分
1. 林珮筠(2004),時間填補行對等候行為之影響，國立成功大學交通管理科學研究所碩士論文。
2. 張東賀 (2002), 賣場視、聽與嗅覺環境對消費者情緒、時間知覺與賣場滿意度的影響 ─以虛擬速食店為例，國立中央大學企業管理研究所碩士論文。
3. 張保隆、林向杰、周瑛琪等(2002)譯，作業研究，台北市，台灣培聲教育出版。
4. 周逸衡、黃毓瑩、陳華寧、楊俊明(2006)，情緒類別及等待發生時點對等待時間知覺的影響，中山管理評論，第十四卷，第二期。
二、英文部分
1. Baker, J. & Michaelle, C. (1996), The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions, Journal of the Academy of Marketing Science, Vol. 24, No. 4, 338-349.
2. Bitner, M. J. (1990), Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, Vol. 54, No. 2, 69-82.
3. Block, R.A. & Reed, M.A. (1978), Remember Duration: Evidence for A Contextual Change Hypothesis, Journal of Experimental Psychology: Human Learning and Memory, Vol. 4,656-665
4. Block, R.A. (1978), Remembered Duration: Effects of Event and Sequence Complexity, Memory and Cognition, Vol. 6,320-326.
5. Fraisse, P. (1984), Perception and Estimation of Time, Annual Review of Psychology, Vol. 35, 1-36
6. Garnett, O. ,Mandelbaum, A. & Reiman, M. ( 2002), Designing a Call Center with Impatient Customers,Manufacturing and Service Operations Management, Vol. 4, No. 3,208-227.
7. Gross, D. & Harris, C. M. (1998),Fundamentals of Queueing Theory, John Wiley & Sons, Inc.
8. Hillier, F. S.(2001),Introduction to Operations Research, McGraw Hill Book Co.
9. Hornik, J. & Jacob, J. (1982),Situational Effects on the Consumption of Time, Journal of Marketing, Vol. 46,44~55.
10. Hornik, J. & Jacob, J.(1992), Time Estimation and Orientation Mediated by Transient Mood, The Journal of Socio – Economics, Vol. 21, 209~227.
11. Hornik, J. (1984), Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior, Journal of Consumer Research, Vol. 11, No. 1, 615-618.
12. Hui, M. K. & Tse, D. K. (1996), What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation, Journal of Marketing, Vol. 60, No. 2, 81-90.
13. Iacobucci, D. & Swartz, T. A. (2000), Handbook of Services Marketing & Management, Sage Publications.
14. Katz, K. L., Larson, B. M., & Larson, R. C. (1991), Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage, Sloan Management Review, Vol. 32, 44-53.
15. Kolter, P. (1994), Marketing Management: Analysis, Planning, Implementation, and Control, Englewood Cliffs, NJ: Prentice-Hall
16. Larson, R. C. (1987), Perspectives on Queues: Social Justice and the Psychology of Queueing, Operations Research, Vol. 35, No. 6, 895-905.
17. Levin, I.& Zakay, D. (1989), Time and Human Cognition: A Life-Span Perspective, North Holland
18. Macar, F., Grondin, S., & Casini, L. (1994), Controlled Attention Sharing Influences Time Estimation , Memory and Cognition, Vol. 22, 673- 686.
19. Maister, D. H. (1985), The Psychology of Waiting Lines, The Service Encounter, Eds. J. A. Czepiel, M. R. Solomon, & C. F. Surprenant, ed. ,Lexington Books, 113-123.
20. Newell, G.. (1982), Applications of Queuing Theory, New York: Chapman & Hall.
21. Ornstein, R. E. (1969), On the Experience of Time, Middlesex, England: Penguin.
22. Taylor, S. (1994), Waiting for Service: The Relationship Between Delays and Evaluations of Service, Journal of Marketing, Vol. 58, No. 2, 56-69.
23. Taylor, S. E. (1991), Asymmetrical Effects of Positive and Negative Events: The Mobilization-Minimization Hypothesis, Psychological Bulletin, Vol. 110, No.1, 67-85.
24. Taylor, S. E., Wayment, H. A., & Carillo, M. (1995), Social Comparison, Self Regulation, and Motivation, Handbook of Motivation and Cognition, R. M. Sorrentino and E. T. Higgins, ed. ,New York: Guilford, 3-27.
25. Thomas, E. A. & Weaver, W. B. (1975), Cognitive Processing and Time Perception, Perception and Psychophysics, Vol. 27, 363-367.
26. Zakay, D. & Hornik, J. (1991), How Much Time Did You Wait in Line? A Time Perception Perspective, Time and Consumer Behavior, J. Chebat & V. Venkatesan, ed., Montreal: Universite du Quebec a Montreal.
27. Zakay, D. (1989), An Integrated Model of Time Estimation, Time and Human Cognition: A Life Span Perspective, I. Levin & D. Zakay, ed. ,Amsterdam: North Holland.
28. Zakay, D., Nitzan, D. & Glicksohn, J.(1983),The Influence of Task Difficulty and External Tempo on Subjective Time Estimation, Perception and Psychophysics, Vol. 34, No. 5, 451-456.