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Please smile, the CCTV is running!

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  • Tsung-Chi Liu
  • Cheng-Feng Chen

Abstract

This paper examines the use of closed-circuit television (CCTV) system notices in banks. This study was designed to measure the effect of the wording of CCTV notices on customer service quality expectations and purchase intent, while also considering the customer involvement as the moderating effects. Results show that customers, in expectation of better service quality, may be more likely to purchase the service when moderately worded CCTV notices (i.e. ‘please smile, the CCTV is running!’) had been employed in the bank rather than when the negatively worded CCTV notices (i.e. ‘Taping now! All your behaviour here is monitored by the CCTV system!’) are deployed. These effects were stronger in low-involvement situations. Implications of the findings and the future research directions are also discussed.

Suggested Citation

  • Tsung-Chi Liu & Cheng-Feng Chen, 2009. "Please smile, the CCTV is running!," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1075-1092, May.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1075-1092
    DOI: 10.1080/02642060903108342
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