心理技术与应用

心理技术与应用 ›› 2026, Vol. 14 ›› Issue (6): 321-332.

• •    下一篇

越透明越耐心？信息透明度对等候意愿的影响

  

  1. 福建师范大学心理学院，福建农林大学机电工程学院，福建艺术职业学院，厦大附属翔安实验学校
  • 接受日期:2026-02-27 出版日期:2026-05-29 发布日期:2026-05-29
  • 基金资助:
    国家自然科学基金青年项目（72201064）；福建省哲学社会科学规划一般项目（FJ2025B061）。

Is Greater Transparency More Patience? The Effect of Information Transparency on Waiting Willingness

  1. Department of Psychology, Fujian Normal University; College of Mechanical and Electrical Engineering, Fujian Agriculture and Forestry University; Fujian Vocational College of Art; Xiamen University Xiang'An Experimental School, Xiamen
  • Accepted:2026-02-27 Online:2026-05-29 Published:2026-05-29

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3

摘要：

随着线上排队系统的普及，学术界对于信息透明度是否能够提升顾客等候意愿仍然存在争议。基于不确定性规避与时间知觉理论，采用两项实验系统考察了排队信息透明度对顾客等候意愿的作用。结果表明：（1）信息透明度正向预测顾客的等候意愿；（2）客观等待时长在信息透明度与等候意愿之间起调节作用；（3）主观时间感知在信息透明度影响等候意愿的过程中发挥中介作用，且该中介效应受到客观等待时间的调节。具体而言，在较短等待时长下，高信息透明度有助于提升等候意愿；而在中等或较长等待时长下，高透明度则会通过增加主观时间感知，进而降低等候意愿。研究揭示了信息透明度的“双刃剑效应”，提出动态透明度策略，为提升公共服务效率与满意度提供参考。

关键词: 不确定性决策, 信息透明度, 时间知觉, 等待时间, 排队

Abstract:

With the increasing popularity of online queuing systems, it remains controvertial whether higher information transparency increases customers’ willingness to wait. Based on theories of uncertainty avoidance and time perception, two experiments were conducted to systematically examine the role of queuing information transparency on customers’ willingness to wait. The results showed that: (1) information transparency positively predicted customers’ willingness to wait. (2) Objective waiting time moderated the relationship between information transparency and willingness to wait. (3) Subjective time perception mediated the effect of information transparency on waiting willingness, and this mediation was further moderated by objective waiting time. Specifically, under short waits, high transparency increased willingness to wait; whereas under medium-to-long waits, high transparency reduced willingness to wait by increasing subjective time perception. These findings reveal the “double-edged sword” effect of information transparency and suggest a dynamic transparency strategy, providing practical implications for improving public service effectiveness and customer satisfaction.

Key words: uncertainty avoidance, information transparency, time perception, waiting time, queuing

中图分类号: 

  • B849
[1] . 温度体验的适宜性对时间知觉影响的实验研究[J]. 心理技术与应用, 2016, 4(9): 513-520.
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