此篇論文在探討服務提供者服務過度涉入對消費者心理之影響層面。服務產業如教育服務、商業服務之消費者因其獨特的消費屬性，受限不同的條件如資訊對稱性、消費文化，而產生消費者行為模式與心理層次需求之差異。探討對象為國中導師對導師班學生、銀行理財專員對接受其服務之顧客，其服務過度涉入所造成消費者心理層面如憂鬱傾向、購買意願的影響。第一階段探討研究對象為導師過度涉入對學生心理層面之影響，研究結果顯示學生層級的變項能夠解釋學生憂鬱傾向大部分的變異，其中學生認知導師過度涉入及中心自我評價對於學生憂鬱程度有顯著性的影響。在導師層級的變項部分，導師涉入度、憂鬱程度及教育背景對於學生層級的變項亦產生影響。研究建議未來應加強導師與學生的完整輔導機制，以降低服務過度涉入之發生。第二階段探討銀行理財專員服務過度涉入對顧客心理層面之影響，研究結果顯示銀行理財專員服務過度涉入藉由顧客的知覺壓力，進而影響顧客購買意願及購後評價；藉由顧客的憂鬱傾向，進而影響顧客購買意願及購後評價。研究發現銀行理財專員服務過度涉入雖然正向影響顧客購買意願，但同時也影響到顧客的憂鬱情緒，並且對顧客的購後評價及銀行信譽產生負面的影響。藉由以上這二群性質相異的研究族群其對服務提供者服務過度涉入的行為反應及心理層面的探討，更加完整的反應出服務過度涉入對接受服務者之影響層次。

In this dissertation, we analyze the overinvolvement of service providers and investigate on how the overinvolvement of service providers influences consumers on mental responses. There are two studies included in the dissertation to examine the consumer behavior of the particular group which have not been done by previous researchers. The first study examines students’ mental responses at public high schools in Taiwan. Teacher level and student level variables affect students’ mental responses due to teach emotional overinvolvement and other factors. It shows that measurement of student level variables explains most of the variance. Teacher emotional overinvolvement and core self-evaluations are the preponderant influences on student ratings. In terms of teacher-level variables, the effects of teacher involvement, teacher depression, and teacher educational background on student-level variables are strong and significant. The findings of this study recommend the development of a comprehensive counseling system for teachers and students. The second study examines the psychological influence of financial specialists’ overinvolvement on customers. The purpose of this study is to examine variables affected by perceived financial specialists’ overinvolvement, including customer perceived stress, depression, purchase intention, and post-purchase evaluation. 198 Taiwanese employees who had ever experienced telemarketing from financial specialists are surveyed. An implementation of the structure equation model (SEM) is used to analyze the data. The results show that financial specialists’ overinvolvement has the preponderance of influence on customer-perceived stress and customer depression. This study finds that financial specialists’ overinvolvement does bring to bear a positive influence on customer purchase intention, but also bears some influence on customers’ depressive mood and, all told, does not provide net benefits to customer post-purchase evaluation and the reputation of an enterprise.

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